- Intercom Automation and Workflow Design: Built and implemented automated workflows in Intercom, streamlining case management, improving resolution times, and reducing manual effort for the support team.- Vendor Management: Oversaw relationships with external support vendors, ensuring alignment with team goals, maintaining quality standards, and driving efficient performance.- Knowledge Base Development: Contributed to creating and updating internal documentation, empowering teams to resolve customer issues quickly and independently.- Performance Tracking and Reporting: Monitored key performance indicators (KPIs) for support vendors and internal teams, ensuring accountability and continuous improvement.- Customer Invoice Management: Managed the end-to-end invoicing process for customers, ensuring accurate and timely billing, maintaining clear communication, and proactively addressing any billing-related queries to build customer trust and satisfaction.

- Technical Guidance and Problem-Solving: Provided hands-on technical support to Mighty Pro Hosts, resolving complex issues related to platform functionality, integrations, and app performance.- Product Feedback and Improvement: Collaborated with Product and Engineering teams to relay Host feedback, identify pain points, and contribute to feature enhancements and platform updates.- Technical Documentation: Created clear, user-friendly guides and resources to help Hosts troubleshoot common issues and optimize their experience.- Proactive Risk Management: Monitored and addressed technical risks, providing solutions to mitigate challenges and ensure long-term success for Hosts.- Data-Driven Insights: Analyzed technical trends and reported findings to support strategic decision-making and process improvements.- Cross-Functional Collaboration: Worked closely with Marketing, Customer Success, and Advocacy teams to ensure Hosts received consistent and impactful support across their journey.

- Knowledge Base Leadership: Built and maintained an organized, accessible knowledge base in Guru, streamlining support processes and empowering teams with up-to-date resources.- Cross-Functional Collaboration: Partnered with Product, Engineering, and Support teams to update documentation based on customer feedback and product enhancements, ensuring alignment across teams.- Customer Success Excellence: Provided high-touch support to customers, aligning their needs with product capabilities and delivering solutions that drove satisfaction and retention.- Training and Enablement: Designed training materials and led sessions to upskill team members, ensuring consistent, high-quality support for customers.- Customer Advocacy: Acted as a liaison between customers and internal teams, ensuring customer voices influenced product development and strategic decisions.

- Educational Support: Provided tailored math tutoring to students, helping them build confidence and achieve academic milestones in preparation for further education, employment, or training.- Goal-Oriented Tutoring: Focused on improving students’ understanding of key math concepts to ensure they reached meaningful levels of academic attainment.- Mentorship and Encouragement: Acted as a mentor, fostering a supportive and positive learning environment to help students overcome challenges and stay motivated.- Impact-Driven Approach: Contributed to an education charity’s mission of reducing the attainment gap and creating pathways for student success.- Collaboration: Worked closely with program coordinators and teachers to align on student goals and progress tracking.

- Customer Relationship Management: Provided high-touch phone and email support to customers, ensuring seamless onboarding, adoption, and satisfaction with Bark.com’s platform.- Consultative Problem-Solving: Addressed customer challenges by identifying their needs and delivering tailored solutions that improved engagement and retention.

- Customer Service Excellence: Delivered outstanding service by creating a welcoming environment, taking personalized orders, and ensuring customer satisfaction.- Efficient Workflow Management: Prepared and served beverages and food items with precision and speed during high-volume periods while maintaining quality standards.- Team Collaboration: Worked closely with team members to ensure smooth operations, from inventory management to maintaining a clean and organized workspace.- Problem-Solving: Addressed customer concerns quickly and effectively, providing solutions that enhanced their experience.- Training and Mentorship: Supported new team members by sharing knowledge of procedures, best practices, and company values.- Cash Handling and Accuracy: Managed transactions, processed payments, and maintained an accurate cash register balance.- Adherence to Standards: Ensured compliance with health and safety regulations, company policies, and operational guidelines.

socialmobilityindex.org

Blogging and social media management.Sample blog entry:http://alba.pdx.edu/2017/01/26/walking-barcelona-great-urban-planning-shapes-city-culture/

Critical examination of political climates in the United States and United Kingdom culminating in a London graphic design exhibition.

A collaboration between students from El Salvador and the U.S. to learn about, discuss, and seek solutions for critical human rights issues.

- Cold calling- Qualifying leads- Building and pitching insurance quotes - Arranging in-office consultations