*Direct a team in charge of developing and implementing custom software API solutions for multiple tax software products, ensuring that that all software products and services are deployed according to operational and technical requirements.*Promote the professional development of technical and engineering teams to achieve strong performance and strategic alignment of team deliverables with API implementation efforts.*Plan and deliver API solution implementation projects according to customers’ immediate and future business needs.*Partner with product development teams throughout initiatives to develop voice of the customer communications, as well as designing, testing, and documenting new products and enhancements that improve the performance of customer service teams.*Lead internal team training initiatives for new and existing personnel, educating staff to improve implementation processes, drive automation, and achieve greater solution scalability.*Develop best practices, standards, and key performance metrics that produced expanded insights into operational and technical workflows; gather and communicate customer trends, KPIs, and team statuses to executive leadership.*Work as the technical and non-technical escalations manager, overseeing cross-functional teams focused on producing internal improvements in issue resolution and RCA processes.*Supported performance improvement efforts that enhanced team specialization, reduced solution delivery times 25%, increased throughput 40%, and a 6% increase in per-head productivity.

Managed a team of 11 to develop and implement custom software API solutions as well as pre-built integrations such as Stripe, Netsuite, Microsoft 365, Sage products and others, ensuring that all software products and services are deployed according to operational and technical requirements.Supported performance improvement efforts that enhanced team specialization, reduced solution delivery times 25%, increased throughput 40%, and a 6% increase in per-head productivity.Promoted the professional and technical development of a 5 person engineering team to achieve strong performance and strategic alignment of team deliverables with API implementation efforts.Presented team metrics to executive leadership on a weekly basis, acting on any feedback and new directions provided.Increased sales with average CARR ~$200,000 by demonstrating and providing solutions to complex indirect tax and technical issues with Avalara products to new and existing customers.Enhanced existing products roadmaps, reducing future customer support cases by ~15%, acting as the voice of the customer for Product development, creating customer focused designs, tests, and communications for VAT, Cross Border, Lodging, and Alcohol taxes and others.Led new hire training initiatives of ~25 person class and employee growth classes of ~30 to educate staff to improve implementation processes, drive automation, and achieve greater solution scalability, resulting in Gallup score increases of ~.5.Develop best practices, standards, and key performance metrics that produced expanded insights into operational and technical workflows; gather and communicate customer trends, KPIs, and team statuses to executive leadership.Work as the technical and non-technical escalations manager, overseeing cross-functional teams focused on producing internal improvements in issue resolution and RCA processes.

Interact with aquarium guests about Pacific Northwest marine life.Instruct new volunteers on animal feedings techniques and interacting with guests.Hold impromptu talks with guests regarding marine issues, such as ocean acidification, global climate change, effects of overfishing and hunting, and the ocean as a resource.Responsible for care and feeding of animals, such as octopuses, invertebrates, and birds.Assist in developing new teaching materials to be used with guests.Assist in developing and utilizing animal enrichment activities

Led change management project focused on eliminating risk and impacts to business continuity during technology engineering, implementation, and support processes.Prioritized incoming escalated engineering tickets, ensuring timely responses to reported business-critical technology issues. Managed User Acceptance Testing (UAT) for new 4 software-based connectors, APIs, and 7 existing product updates, resulting in high-quality product launches, driving profitability and growth, increasing efficiency 100% and CSAT 20%.Successfully developed, deployed, and documented 40 SaaS integration updates, by collaborating with cross-functional stakeholders.Managed 20 SQL reports to identify customer impacting issues, increasing efficiency by ~35% Improved engineering team performance by developing strategies focused on advancing team development, training, and engineering process enhancements.

Subject Matter Expert on indirect tax and Avalara products to customers at all lifecycles.Developed strong professional relationships with customers, focusing on understanding customers’ unique business objectives and responding with optimal software and service options.Identified solution options based on data to maximize customer satisfaction, adoption, and retention, resulting in a 10% increase in CSAT and increasing sales with average customer CARR of $100,000.Identified and resolved customer facing defects with SQL reports and internal data insights.Establish viable and value-driven product roadmaps and processes, communicating complex technology approaches and methodologies to diverse audiences by being the cross-team technical liaison.Managed and prioritized escalated customers by diagnosing technical issues and creating technical resolutions, reducing churn.Worked with internal teams, including Professional Service, Product, Legal, and Customer Support, providing indirect tax subject matter expertise.

*Worked with engineering and product development teams to develop new product enhancements, resolve support case escalations, and provide ongoing customer support and training.*Managed and closed 100 cases weekly, achieving status as the top product support specialist, helping to achieve a team CSAT score of more than 85%.*Tested new product and process enhancements to ensure product functioned according to technical specifications in alignment with customers’ unique business needs.

Assisted in the expansion of campus telecom network Prepared hardware for campus use Maintained campus equipment

Managed computer Help Desk for campus, roughly 2,000 faculty and staffFielded about 40 calls, 20 emails, and several walkups per dayWorked with faculty and staff attempting to diagnose computer problemsReadied and repaired computers for usersWorked one-on-one with users, helping them learn their systemWorked receiving, checking new computer systems, preparing them for campusManaged student staff

Prepare reagents and set up necessary equipment for lab each weekHelp students develop new skills pertaining to forensics and general science Assist instructors in presentation of course materialsResearched forensic techniques to be used in lab

Collected and analyzed water samples for phytoplankton species, looking for toxic algae in Puget Sound watersField sampling performed at sites, taking water temperature, salinity, and pH dataCompiled data gathered, and provided weekly report to Washington Department of Health Researched additional information regarding toxic algae, to create report for class credit towards Master’s degree

Created and implemented service-learning activities to benefit the central Washington CommunityFocused on elections, voting and government awareness, environmental issues, human rights, world hunger and fair trade. Designed and created bookmarks, posters, flyers etc for center activitiesInteracted with and attended to the volunteer staffStaffed front desk, answered phone, greeted patrons

Received and processed US Visa applications, assisting customers in completing application requirementsManaged the processing of approximately 400 Visa applicants per dayConducted fingerprinting for Visa applicants as part of the entry requirements for the United StatesPrinted and affixed Visas into passportsFiled relevant documents and recordsProcessed applications for American passports

Processed requisition orders for Embassy officesFiled documents, additional clerical dutiesCreated presentations and reports for use in negotiations with local companies

Managed the Help Desk for Consulate staff, providing technical support and assistanceCreated and maintained user accounts for Consulate employeesOversaw the management of organizational assets, including inventory check-in, setup, and end-of-life disposalPerformed clerical duties such as filing documents, answering phones, and delivering mail to staff

Managed the Help Desk for Consulate staff, providing technical support and assistanceCreated and maintained user accounts for Consulate employeesOversaw the management of organizational assets, including inventory check-in, setup, and end-of-life disposalPerformed clerical duties such as filing documents, answering phones, and delivering mail to staff