Amanda Grogan Email and Phone Number

• Pioneered implementation specialist role and created workflow processes, documentation and training materials for the team• Responsible for technical setup, API configuration and account testing for clients as well as provide platform enablement training for the client and their employees• Worked with product team to test and troubleshoot new product rollouts whilst self-enabling and providing feedback on internal documentation• Collaborated with CSMs and Sales under one revenue team to forecast and plan in the complex and rapidly changing mortgage industry• Delivered white glove service and support to clients during implementation while gathering and analyzing feedback to provide to the greater Snapdocs team to improve products• Supported team leads by pulling and organizing reports to evaluate SLAs

*Client of large social media company*• Function as product and policy expert and keep up to date with any policy or product changes for the community operations team• Gather, organize and analyze data in order to troubleshoot pain points for support flows• Train and shadow new hires on how to properly use support tools and apply policy • Organize and conduct coaching sessions for associates struggling with low quality • Create weekly reports containing trends, bugs, problems and solutions as well as creative ideas • Work with the quality analyst team to determine root cause analysis for quality issues and find solutions• Monitor team productivity to ensure fast and efficient turnaround time for clients support flows• Act as liaison between the community operations associates and client when there is discrepancy in policy or issues with support flow• Collaborate cross-functionally with global teams to resolve client support issues

• Analyzed and processed high touch escalation support cases• Act as an advocated for the community to help create a better user experience on the platform• Maintained understanding of clients SLA’s and KPI’s • Performed quality audits for team members to ensure satisfactory accuracy as well as provided them with quality support • Created memos to share ideas with client on how to improve process

Contracted by Facebook• Investigate reported accounts for authenticity • Solve private impersonation issues for users• Support internal client tasks in timely manner• Exercised resilience to sensitive content

• Created and taught entry-level to intermediate English curriculum to students of all ages.• Provide support to students • Curated lessons plans for each lesson

• Responsible for all administrative office duties including but not limited to: answering phones, scheduling hearings/meetings, emailing/calling clients, and keeping office space in order.• Execute all tasks using efficient time management and organizational skills.• Used computer software to review, edit and archive legal documents for court cases.

- Design, fabricate, market and retail handmade jewelry using unique material to produce a product that is both functional and fashionable in a well-managed timeframe.- Hand craft and distribute a multitude of different crochet designs including purses and bikini tops while still striving to brake the norm by crocheting new innovative ideas used for practical means.

• Translated and formatted resumes received in foreign languages.• Used computer software to review, edit and archive legal documents for court cases.

- Responsible for greeting guests, taking their order and interacting with them to ensure they have a great experience when dining at Willie’s.- Mix drinks, cocktails and other bar beverages as ordered and in compliance with company standards.- Ensure that the assigned bar area is fully equipped with tools and products needed for mixing beverages and serving guests, prepare inventory and place orders as needed to replenish supplies.