Ana Huie Email & Phone Number

San Francisco, California, United States

As the manager of the technical support team, I lead a team that works with transit agencies to help resolve technical issues related to Swiftly's real-time and historical big data products. Since joining the team in 2023, I've worked with our team of technicians and cross-functional partners to: • Scale our support operation and staff.• Increase the team's technical expertise and capacity. • Divert product and engineering technical backlog by leading hardware & software data integrations, implementing data configurations within the product, and leading data investigations.

Remote

Initially hired as a Senior UX Manager to help improve Impactive's reporting and admin tool experience. Worked with progressive political campaigns using the Impactive platform such as the Biden/Harris, Stacey Abrams for Governor, and Planned Parenthood advocacy campaigns during the 2020 and 2022 election cycles. UX management milestones:• Resolved 147 product issues by introducing a bug triage and client feedback process.Management milestones:• Reduced incoming support ticket demand by 50%.• Consistently met client SLAs and increased client happiness by 5%.

Greater Los Angeles Area

Led the customer support and operations efforts for RxDefine's (now Ostro) early-stage product launches.Milestones:• Launched HIPAA-compliant support tools, processes, and workflows to ensure optimal patient support.• Tracked UX pain-points through support feedback and product adoption metrics.• Worked cross-functionally with product, engineering and medical ops to iterate on product releases.

Managed the customer support department at NationBuilder, the mostly widely used political organizing software in the world.Milestones:• Introduced 24/5 support operation, overhauled personnel and processes, and leveled up staff on technical skills such as HTML, CSS, and SQL. • Boosted customer satisfaction from 80% to 90% and slashed response times from 12 hours to 5 hours.• Oversaw complex technical issues, led customer support escalations, and served as incident manager for product outages.

Greater Los Angeles Area

Sold Xerox hardware into manufacturing, logistics and non-profit verticals in East Los Angeles.

Pleasanton, Ca

Served as Juniors Department management intern. Coached 14 associates to deliver exceptional customer service while increasing loyalty program sales.

B.A., Political Economy

Activities and Societies: Founder, Cal Phi Gamma Nu chapter. Latino Business Student AssociationConcentration: The Middle East

History

Activities and Societies: Radyo Boğaziçi, Erasmus Student Network