Alex Helfen Email & Phone Number

Continue to own responsibilities of training specialist role.Managing a team composed of technical writers and a solution specialist.Facilitate 1:1 meetings with direct reports to assess their needs and find where I can support their goals.Onboarding of new team members to ensure they have the tools and resources required to perform their roles.

Remote

Responsible for administration and maintenance of Litmos LMS for internal and external customers.Responsible for production and editing of engaging video training materials using Camtasia.Host and moderator for virtual training webinars on T2's solutions, including developing the training schedule and topics.Develop and host 1:1 and small group training sessions for specific customer needs for various T2 solutions (including on-site visits).Work directly with product, marketing, and technical writing groups to ensure accuracy in new product training materials.Perform QA testing on new products and features while developing training materials.Engage with customers via T2 Community to help answer questions, direct to existing resources, and post tips & tricks.Contribute to planning and facilitating T2's Connect conferences since 2021:-Designing the training session topics and overall schedule.-Selecting facilitators and moderators of different sessions.-Supporting presenters in the development of their sessions and materials to ensure sessions would be engaging, informational, and entertaining.

Remote

Troubleshooting and investigating unexpected behaviors in the products to determine if the behaviors are expected (misconfiguration or incorrect expectations are root cause) or if an escalation is needed to review the behavior/issue further with Developers.Working directly with Product and Development teams to escalate product/code related issues that do not have available workarounds. Managing escalated cases to keep customer contacts up to date on status and next steps. Acting as liaison between customers and Developers in order to translate customers' needs and expectations to Developers or vice versa (impact of issue, desired/needed resolution date, work required, etc.).Creating Knowledge Articles for internal and external customers for solutions to known issues or "how to troubleshoot" guides. Working with T2's Technical Writer to suggest updates to documentation in other areas I am unable to edit (online help guides).Producing and facilitating remote training webinars for customers on a monthly basis.Producing and recording training videos to help with proactive and reactive solutions for external customers.Working on "mini-projects" with customers to implement new solutions/interfaces or fix current solutions/interfaces.Working non-escalation cases that require a "white glove" approach.Answering inbound first contact Support calls when/if needed.

Remote

Providing personalized support for T2's software and hardware related solutions, including web-based applications, Parking and Access related hardware, receipt printers and cash drawer systems.Analyzing product and database behavior in order to isolate root causes of issues and resolve or escalate as needed. Pairing with Enterprise Engineers and Developers to resolve network, database, and product related issues.Teaching customers best practices when the issue's root cause is configuration being incorrect or incomplete. Allowing the customer to drive during WebEx sessions in order to emphasize customer empowerment.Developing new knowledge base solutions and workflows for internal and external customers to alleviate frustration and wait time on future cases.Focused on responding by phone instead of email to build rapport with customers and expedite the support process. This has resulted in mainly positive reviews from customers and decreased case duration, two goals for our team.Case management with expectations to respond to customers' needs and resolve within SLA's that are dependent on the issue's impact.

Portland, Oregon

Providing personalized support for users of Airbnb via phone and email while meeting expected service level agreements and customer satisfaction criteria.Creating tutorials through screen captures and step-by-step instructions to answer questions and educate users on site and product related questions.Assisting hosts and guests with creative solutions to smooth out unforeseen negative circumstances.Supporting guests through the experience of rebooking when cancellations occur.Mediating between hosts and guests when emotionally charged scenarios need a fast and fair resolution.Creating final decisions when guests and hosts cannot find a resolution together and mediation is unsuccessful.

Portland, Oregon Area

Planning day to day operations by analyzing Front of House and Repair Room workload in order to communicate accurate turnaround time for all repairs.Improving workflow in the Repair Room through implementation of a "due today, due tomorrow" prioritization.Communicating with customers in person and over the phone to ensure they are at a comfortable awareness level with the nature of their repair.Collaborating with repair technicians to ensure repairs are completed. I often support technicians with troubleshooting and perform quicker/easier hardware and software repairs.Act as a point person for questions related to OS X and Windows. With this responsibility I have grown accustomed to knowing how to ask the right questions and find the resources.IT support for internal technology (network, computer imaging, tool organization and ordering, etc...)Maintained inventory accuracy through variance investigation, feedback, and training.Delivering and receiving feedback with peers and management in order to build trust and create an environment of open communication.Recognized as a Significant Contributor all reviews.

Portland, Oregon Area

I instill trust in Apple's technology when it creates anxiety and frustration with its owners. Using open ended questions and varying perspectives I can confidently explain what is happening when technology isn't working and what the path to resolution looks like. I do this while supplying a variety of resources that the owners can use at their own discretion. Spent one year in a Genius Training experience, gaining knowledge on software and hardware troubleshooting and diagnosis.Supporting the brand through mentoring. I focus on building relationships with internal and external customers, product knowledge, working with confidence in a constantly changing environment, and keeping ourselves motivated with personal and professional goals.Spent one year as the In Store Trainer. I was responsible for creating an engaging learning environment while facilitating market wide new hire training, organizing and facilitating an intensive in store training for new employees and transfer employees, and delegating direction to other trainers when I was not available for training.Supported the on boarding of a new In Store Trainer by empowering him with tools and communicating relevant experiences without micromanaging his experience.Using open communication with my peers and leaders in order to gain more perspective and understand the background and expectations of the team.Recognized as a Significant Contributor on three annual reviews.

Portland, Maine Area

Established positive relationships with peers and community every day through one of the greatest drinks known to the world: coffee.Maintained composure making espresso drinks in a high volume location while constantly brewing new batches of coffee and serving pastries, all while creating a positive customer experience.Worked to maintain and grow a small independent business during the economic downturn of 2008.Trained new baristas in the skills and responsibilities of operating and maintaining store equipment (lever based manual espresso machine).Gained valuable experience and perspective while managing one of Coffee By Design's three cafes for one year.Responsible for cash handling, schedule creation and adjustment, maintenance, coaching and feedback, and opening and closing operational duties.

Greater Boston Area

Created and maintained relationships with new and regular customers while reaching for a goal of responding to customer needs in three minutes or less.Organized Partners on the floor to ensure the skills of my peers are utilized in the best places.Responsible for opening and closing operational duties.Chosen to support regular maintenance and calibration of store equipment: burr grinders, four group semi-automatic La Marzocco espresso machine.Cash handling duties including opening and closing tills plus bank deposits.

Greater Boston Area

Welcomed incoming students and parents to their introductory experience with Northeastern University's campus and academic programs.Facilitated assessment exams for incoming students.Mentored incoming students on academic, professional, and personal needs.Developed team building skills with thirty Orientation Leaders to ensure consistency of the experience and expectations for participants.Developed communication skills to make sure each participant had a "one on one" experience at a school with a student population of over 15,000.