* Collaborate cross-functionally with stakeholders from multiple teams to solve problems (migrating clients to AWS, switching team over to new phone and CRM instance after acquisition)* Implement and reinforce process changes to increase operational efficiency and output* Resolve internal and external roadblocks to enable the team to remain focused on objectives* Leverage Salesforce (CRM) and Genesys (phone) reports daily to assess alignment with team metrics* Lead a team of 2 direct and 16 indirect reports.* Provide coaching conversations as needed* Create and maintain weekly on-call schedule for a team of 16 support specialists and 3 subject matter experts* Hire, train and develop transit support team

* Leverage Salesforce and Clarity reports daily to assess alignment with team metrics* Monitor phone and email queue key performance indicators to ensure team alignment with company goals and queue coverage at all times* Confirm queue coverage across 8 different shifts and make ad hoc adjustments as needed* Resolve internal and external roadblocks to enable the team to remain focused on objectives* Collaborate cross-functionally with stakeholders from multiple teams to solve problems (migrating clients to AWS, switching team over to new phone and CRM instance after acquisition)* Represent the Care team perspective to coordinate and collaborate with the Cloud and Upgrades teams during migration of 135 agencies to new access method * Handle, investigate, and resolve cases and client concerns stemming from migration to new access method* Create and maintain weekly on-call schedule for team of 14 support specialists and 4 subject matter experts* Distribute weekly on-call reminders along with weekend-specific changes* Coordinate frequent changes as team expands in size and scope* Analyze results of daily case reviews to instruct CSS best practices on case creation and utilization of Salesforce as a CRM tool

* Leveraged Salesforce and Clarity (phone system) reports daily to perform case reviews, monitor case quality and assess alignment with team metrics* Analyzed results of daily case reviews to instruct CSS best practices on case creation and utilizing Salesforce as a CRM tool* Reviewed direct reports’ caseloads weekly to ensure case quality and manageable volume* Monitored phone and email queue key performance indicators to ensure queue coverage at all times and alignment with company goals* Developed and executed plans to tackle backlog cases on a case by case basis after metrics analysis* Resolved escalated cases to reestablish customer satisfaction and increase client retention* Assisted in executing major case backlog clearing effort that resulted in the reduction of 1000+ cases enabling the Care team to refocus priority on prescient client issues* Refined the escalation process between CSS and SMEs* Conducted bi-weekly one-on-ones to receive and give feedback, identify areas of strength, and help highlight paths to growth* Key contributor in hiring, training and developing Care team

* Pioneered support role with new data analysis product, coordinating with frontend clients and backend developers to resolve issues* Queried database using SQL for more in-depth troubleshooting and data collection* Tasked with troubleshooting any issues that prevented the client’s ability to effectively use the software, including making in-app configuration changes, network and database changes and general training* Fielded issues from 600+ agencies located throughout the United States and Australia* Analyzed and resolved issues with in-vehicle as well as customer-facing technology such as tablets, notifications, IVR callouts, Routeshout and customer portal* Interpreted error messages and logs to determine root cause of issue * Developed plan of action based on analysis of error messages and logs* Assembled detailed cases with pertinent information for issues requiring escalation* Handled 15-30% of all inbound emails weekly* Maintained daily goal of 50%+ same-day case closure rate every week to ensure customer satisfaction* Utilized Salesforce for case tracking and customer relations management and JIRA for escalation to Product team

I tutor on and off for Apple Tree Educational Center, Inc. based on their needs for an experienced instructor who knows the center's needs and expectations.*Maximize instruction time by adhering to a strict schedule including making sure students complete school homework, classwork assigned by me and accommodating unexpected changes*Determine amount of classwork to assign daily based on student progress and amount of school homework*Differentiate instruction for 23 students within 3 grade levels in 1 classroom*Provide homework help and CogAT prep

DigitalCrafts 16 Week Immersive Bootcamp covers fullstack web development by teaching basic front-end web development, advanced front-end web development (including React), JavaScript and the MEAN stack, as well as Python and MySQL.

I tutor on and off for Apple Tree Educational Center, Inc. based on their needs for an experienced instructor who knows the center's needs and my availability.*Consulted with director weekly on students’ progress and adjusted curriculum topics and pace accordingly*Provided homework help and CogAT prep *Trained new substitute teacher to center standards

*Synthesized instruction of individual goals and objectives with the GELDS curriculum*Modified the GELDS curriculum for students with significant developmental delays and autism in a Title I school *Conducted IEP meetings to develop or review an individualized plan of instruction for students*Interpreted significance of data gathered and ramifications to parents and school officials*Proposed new goals or revised existing ones based on data*Created data sheets and matrices to accurately track progress for each student’s goals and objectives*Collected and analyzed weekly data from STORI and evidence from Work Sampling Online to improve instruction *Communicated student progress and addressed concerns with parents daily via email, phone calls, the Tadpoles app and conferences*Developed and utilized interactive Smartboard activities to provide a meaningful daily circle time*Collaborated with paraprofessional to facilitate instruction for a cross-categorical classroom

*Established and maintained a website of news and additional academic resources for parents*Built and maintained a relationship with parents*Differentiated instruction for 19 students

I tutor on and off for Apple Tree Educational Center, Inc. based on their needs for an experienced instructor who knows the center's needs and expectations.*Prepared students for the upcoming school year by reviewing language arts, science and math topics daily and introducing new ones according to the Common Core Curriculum*Consulted with director weekly on students’ progress and adjusted curriculum topics and pace accordingly*Recruited a substitute teacher for the center*Provided homework help, CogAT prep and CRCT prep

* Developed weekly lesson plans based on student needs, interests, developmental levels and weekly themes* Collected and analyzed weekly data on student progress in all indicators and domains using Work Sampling Online*Conducted parent teacher conferences once a semester to inform parents of student progress*Maximized instruction time by adhering to a strict schedule and accommodating unexpected changes*Distributed weekly calendars to keep parents informed of upcoming events*Translated conferences and school tours for prospective parents who only speak Cantonese*Utilized classroom management techniques to maintain order*Mitigated problem behaviors through behavior modification and positive reinforcement*Maintained a clean and organized learning environment for students and their parents

*Demonstrated experiments to educate students on various science topics based on students' zone of proximal development

*Assessed student learning levels by administering diagnostic, achievement and comprehensive tests and analyzing test scores *Determined amount of homework to assign weekly based on student progress*Tutored students in Math and English according to the E.Nopi curriculum in one-hour sessions*Contributed to the establishment of an organizational system, routines and goals prior to official opening*Promoted awareness of franchise prior to official opening by representing company in multiple public events*Recruited potential parents to help build a new and steady client base

*Cooperated daily with lead teacher to instruct 22 Pre-K students in science, reading,math, and language*Led my own small group daily to reinforce lessons in a thought-provoking environmentwith more individualized attention*Contributed ideas and feedback on lesson plans to expand students' learning*Implemented activity plans with scaffolding and modifications for various learning levels *Updated attendance and meal count logs systematically to track tardies and unexcused absences*Utilized classroom management techniques to maintain order*Mitigated problem behaviors through behavior modification and positive reinforcement*Substituted for lead teachers in planned and unplanned absences *Maintained a clean and organized learning environment for students and their parents

* Provided exceptional customer service in a fast paced environment including foodpreparation and sanitation

* Responded to up to 20 daily telephone, faxes and in-person requests for information* Updated customers on their job status daily * Coordinated with clients and owner to establish a common date to retrieve and review completed project* Processed and verified client requests through invoices* Managed operational purchases for a $130,000 company adhering to budget* Called vendors to verify orders and schedule deliveries* Processed payment for company bills to maintain operation* Opened, sorted and distributed incoming mail including faxes* Developed a new organizational system for office files* Maintained a professional and welcoming office environment