- Worked closely with the Engineering team to complete end to end testing each release
- Managed over 100 daily customer inquiries via email 
- Maintained a close feedback loop with the Product, Design, and Engineering teams to diagnose issues and highlight bugs

- Provided tier 2 technical support for users and internal team members
- Managed the resolution of issues by filing and triaging bugs or product improvements with the Engineering and Product teams 
- Advocated for customer needs and actively provided recommendations for product and process improvements

• Assisted school administrators with software issues via support tickets on Zendesk.• Maintained a 97% satisfaction rating while solving around 570 tickets per month.• Partnered with the Customer Success team to create a training schedule for new hires.

- Scheduled and performed onboarding calls while responding to client issues and requests via email 
- Managed multiple app customizations, maintenance, and submissions process to the Google Play and iOS App Stores 
- Tracked user-reported bugs and worked with the Product, Support and Tech teams to fix client reported issues

- Encouraged customer acceptance of company products, services, and policies.- Efficiently handled customers in a courteous and professional manner.- Completed sales and encouraged the purchase of similar products.

Department of Education and NYC College of Technology collaboration.Queens Hospital Center | Volunteer/Graphic Design Intern | 07/12 – 02/13- Assisted in the successful filming of an emergency drill.- Edited film and audio segments using Adobe Premiere Pro, After Effects or Soundbooth.- Answered phones, responded to inquiries, took messages and routed calls accordingly.High School of Graphic Communication Arts | Student-Teacher | 02/12 – 06/12- Created and taught intermediate Photoshop CS5 lessons. Around 85% of the students passed the Adobe Certification.- Researched design techniques to implement in the curriculum.- Maintained project-related supplies.Brummer Surgical Podiatry | Administrative Assistant/Graphic Design Intern | 02/11 – 02/12- Filed patient charts and scheduled patient appointments, contacted insurance companies for patient benefits.- Operated office machines, distributed mail and performed various other office tasks- Designed flyers, brochures, business cards and posters for various events.Norman Thomas High School | Student-Teacher | 09/10 – 01/11- Created and taught Film/Video lessons; provided tutoring sessions for students in Microsoft Excel.- Prepared, organized and entered data needed for grading into grading program.

- Managed a team of student designers tasked with the redesign and expansion of the existing school website.- Drafted, reviewed and finalized information for teacher profiles.- Delegated tasks to each designer and presented the completed design to supervisors.

- Provided a friendly atmosphere, greeted customers and maintained solid product knowledge.- Assisted in inventory replenishment.