Daniela Archibong Email & Phone Number

Austin, TX, US

Austin, Texas

• Troubleshoots Tier II customer-reported issues that cover the entire Dropbox product through phone, chat and email, and exceeds cSAT & QA metrics on interactions.
• Serves as the only Dropbox Paper SME within Internal Support and works cross-functionally with Paper Engineers on task prioritization for sprint planning based on customer feedback, trends and Business & Team OKRs and.
• Collaborates directly with Engineering, Product and Design teams to resolve Tier 3 customer escalations through JIRA, Maniphest and Slack.
• Utilizes internal tooling such as Hive / SQL, trace logs, internal Python & Typescript code and web error messages to diagnose product errors and frequency of occurrences.
• Partners with BMOC to provide user impact assessment on existing SEVs and provides data to Escalation Managers to expedite resolution on potential SEV trends.
• Contributed 40+ articles to Dropbox’s internal Knowledge Base on product expected behaviors, known issue errors and updated process changes.

Austin, Texas, United States

• Collaborates directly with Engineering, Product and Design on new product launches and experiments.
• Supports agents in new launches by updating internal and external resources (Knowledge Base, Help Center, Training)
• Surfaces customer & agent feedback post-launches and presents these to Product teams to iterate on feature improvements

Austin, Texas

• Created & maintained outage and known issues trackers, provided alerts on trending issues.
• Assisted Business tiers with Static IPs, rDNS and hardware routing configurations.
• Influenced help center, internal knowledge base, product, policy, and design changes through communication with stakeholders using the internal issue tracking tool called Buganizer.

Austin, Texas

• Coached Tier I agents in proper escalations and troubleshooting as on-call technical product expert and training assistant.
• Managed On-The-Call Training for 10 -15 agents at a time and created job aides specifically geared for onboarding new hires.

Austin, Texas

• Diagnosed and resolved customers’ technical and billing issues for telephone, cable and internet services via phone, emails and live chats, consistently exceeded quality metrics.
• Provided useful, detailed feedback to help correct present and potential errors for new releases of internal tools as a beta tester.

Austin, Texas

• Maintained daily operations in a food trailer by executing strategy to manage a 4 person team producing large-scale catering for lunch, dinner and special events.
• Planned budget for inventory, monthly tax reports, payroll and came up with creative solutions to cut costs and maintain quality.

Lawrence, Kansas

• Provided technical support over the phone with email settings, computer network settings and account management.
• Consistently exceeded all quality KPIs; TTR, CSAT, CPH.
• Detailed notation for escalating complex situations for resolution.

Lawrence, Kansas

• Analyzed and presented resolutions to insurance issues from policyholders for 1-800-MEDICARE
• Discussed insurance plans and assisted in enrollments and filed claims.

Lawrence, Kansas

• Provided technical support over the phone with email settings, computer network settings and account management.
• Consistently exceeded all quality KPIs; TTR, CSAT, CPH.
• Detailed notation for escalating complex situations for resolution.

Lawrence, Kansas

• Evaluated inbound calls and coached agents for improvement.
• Created graphs to track progress in various quality metrics.
• Conducted client-calibrations to maintain quality assurance standards.

Lawrence, Kansas

• Telesales, billing & technical support for cable, phone, and internet in an inbound call center.
• Consistently exceeded all quality KPIs; TTR, CSAT, CPH, Sales Quotas.

Lawrence, Kansas

• Analyzed and presented resolutions to insurance issues from policyholders for 1-800-MEDICARE
• Discussed insurance plans and assisted in enrollments and filed claims.
• Consistently exceeded all quality KPIs; TTR, CSAT, CPH.

Mern Full Stack Javascript Track

Three Course Level Training (10 weeks per course) 1: Web 101 - Frontend Basic Web Design, Responsive Design (HTML, CSS, JS, jQuery) 2.

Education record

Diploma