- Managed support help desk for 4,500+ customers- Directly interacted with customers through tickets, web chat, and phone calls for: training, resolving billing/technical issues, and sales- Lead Daily Standup for Engineering team- Drafted documentation and created videos for internal process and customer facing support

Managed backlogs in an Agile framework (Scrum and Scrumban) to continuously deploy new features to marketplace B2B/B2C apps. Worked cross-department with engineering, sales, marketing, operations, and business executives to align prioritization, capture feature requirements, and fix bugs. Conducted interviews pre- and post-product launch with users and stakeholders to determine customer needs, identify pain points, and plan new releases. Validated new product releases through data visualizations and reports on key KPIs to stakeholders weekly.- Served as liquidation app product owner to rebuild and plan controlled release of textbooks liquidation tool to network of 1,000 college stores.- Oversaw rebuild of Purchasing API to increase purchasing power and inventory control by magnitude of five.- Managed consolidation from three databases into single data warehouse (AWS Redshift) to deliver cross-department reporting (Tableau).

Planned deliverables, directed engineering teams, and worked directly with CEO in startup atmosphere. Traveled countrywide for in-person visits with clients to provide updates and create roadmaps for future features. Reviewed data (database with MySQL, web analytics) to report trends and plan for future development.- Worked with Follett Higher Education Group and Half Price Books management to capture and implement requirements for e-commerce sites, with each site responsible for $1,000,000 in sales during two annual busy seasons.- Designed wireframes and mockups for stakeholders that were used by the engineering teams to create final website UI.

Performed market research through conducting interviews and collecting data on purchasing trends and user behavior. Generated excitement for new innovation while fostering a shift in traditional sourcing for general merchandise in the college bookstore industry. Guided the marketing for product through social media and online industry forums.- Planned and attended six-plus regional and national trade shows each year to interact with clients, execute marketing strategies, and represent brand to a large audience.- Built and managed a sales pipeline of 100+ stores through prospecting new leads, calls, and email marketing.

Wrote clear and concise technical specifications for development team concerning wireframes and mock-ups. Tested and oversaw quality assurance on new features to confirm completion and capture new issues (bug reporting). Communicated weekly with team of developers to track deliverables and report to clients on progress.- Created and managed helpdesk ticket system (Zendesk) for quickly delivering solutions for 5,000 requests.- Managed launch of new Skyo.com textbook rental site to network of 500 bookstores.

Collaborated with CEO to plan and execute marketing strategies for startup website. Drafted algorithm to apply company’s numeric grade. Worked with third-party engineers to build brand-new site. Created pitches and wrote front-end content for website. Managed social media presence across multiple sites (YouTube, Facebook, LinkedIn, Twitter).- Designed, built, launched, and maintained the SkillCount application.- Held first contest with 20 user submissions.

Taught 5th Grade curriculum (math, science, history, english) and Physical Education for the Xi'an International School. Written and Spoken Chinese: Limited