Avery Laberge Email & Phone Number

San Francisco, CA, US

• Promoted to lead the Developer Relations team to create a world-class developer experience enabling partners to build their own embedded products.
• Responsible for ensuring high quality Embedded builds & successful launches.
• Subject matter expert of Gusto Embedded platform & RESTful APIs. Provide Technical Engineering support for Partners.
• Collaborate closely with Eng & Product teams to maintain a consistent customer feedback loop, manage the internal roadmap, & roll out new functionality to Partners.
• Facilitated the coordination & alignment across cross-functional leaders to optimize org structures & improve support of the Dev experience.
• Established KPIs for the developer journey with baseline scores & implemented mechanisms to track performance over time.

London, England, GB

San Francisco, California, US

• Managed Gusto's External API and Ecosystem
• Solved small business pain points through product integrations
• Engaged with third-party developers in integration specs and builds
• Provided API support to Gusto's platform partners
• Influenced the Gusto API roadmap to enhance integration capabilities
• Gathered integration feedback to improve user experience for Gusto customers

San Francisco, California, US

• Promoted to lead a new function & scaled the team through 2400% growth from 2 to 50+ reps in <2 years in order to support the business’s most valuable customers & consistently met all business KPIs.
• Established the team strategy & mission that enabled the team to meet KPIs, including defining expectations & daily operations while managing 12 ICs & 2 team leads.
• Created & rolled out career paths for team leads & ICs which led to becoming a key stakeholder in the broader career development program for Customer Experience. Rolled out performance scorecards to
• 100% of the 350-person Customer Experience team to facilitate understanding of role expectations & career paths.
• Built & led the Executive Escalation program for customer inquiries to CEO staff & analyzed insights from each escalation to provide strategic recommendations to Gusto Executive & Product teams.
• Led the change to a new team structure to better serve our customers & operate more efficiently in order to meet business needs.

San Francisco, California, US

• Promoted to Manager in 1 year & relocated from SF to Denver in 2016 to build out a second HQ.
• Oversaw daily operations & organization’s target KPIs for a 12+ member team & empowered team members with a focus on personal & professional development.
• Built a 3-week training program to onboard new hires in Denver on product, systems, & tools using a variety of evaluative & assessment techniques, reducing ramp time & improving employee satisfaction.
• Led the initial frontline operations to train a support vendor in the Philippines in October 2017.

San Francisco, California, US

San Francisco, CA, US

• Effectively solved customer inquiries via phone, email, and Twitter using a CRM tool
• Held a high bar for Support when owning customer interactions
• Identified, documented and followed up with engineers on product bugs and features
• Advocated for customers by identifying trends in issues and suggesting improvements to processes, policies and products
• Recognized errors and draft improvements to content in the external Support Center and internal documentation
• Collaborated with members of other teams to root out answers and be a resource to teammates

San Francisco, CA, US

• Supports Account Coordinators and Assistant Account Executives on all client activities
• Implement social media campaigns, development of press materials and management of media contacts
• Assist with new business proposal development, research (marketing and industry trends), and presentations
• Monitor and track all client media coverage with Excel; create coverage reports for clients
• Attend both Cinch and client meetings, prepare meeting presentations in PowerPoint, provide creative counsel, proficient note-taking and on-site project management when required
• Manage and coordinate planning and execution for various events, including interviews and media trips

• Practice multi-tasking under extreme pressure and provide value-based decision making
• Communicate professionally, tactfully and with the utmost respect at all times and proactively respond to issues

Dallas, Texas, US

• Coordinated, prioritized and completed multiple tasks and work activities efficiently and promptly
• Reviewed and maintained data for project files, metrics, and reports; produced other spreadsheets/data as needed
• Supported 3 Managers with varying personalities and styles while working independently with little supervision

• Assisted in the food preparation for dinner service to learn cooking techniques and a new cuisine
• Engaged with fellow staff to brainstorm and create new dishes
• Organized, cleaned and helped to maintain the kitchen and restaurant

• Relocated to Bayreuth, Germany under a 1-year contract as an international Au Pair to assist the Dierkes-Clemens Family
• Responsible for child (age 8), tutored the family in English, and shared American culture
• Practiced schedule keeping, time management, behavior management, teamwork and cultural sensitivity

• Promoted from Administrative Assistant to Manager
• Programmed and coordinated Outdoor Adventures Camp activities, trips and meetings
• Demonstrated initiative and forward planning in completing projects, resolving problems and meeting deadlines with minimal supervision
• Managed swim lesson program, schedule and level changes, and implemented individual customer needs
• Supervised student staff and assisted with recruitment and training; conducted staff evaluations
• Provided assistance with youth management, discipline and conflict resolution

• Refined receptionist tasks and procedures; handled calls and visitors in a professional and proactive manner
• Worked closely with Camp Director to create a successful program for Davis youth, their parents, and staff
• Led strategic planning and development of counselor training program that delivered $8000 cost saving
• Learned pertinent management and leadership skills and developed problem-solving skills

Bachelor Of Arts (B.A.)

Participated In The Philosophy & Economics M.A. Programme

Spanish Language