Internal communications software for teams who care about company culture.

*Median was acquired in October 2020.Median builds super lightweight, browser-based screensharing software for sales and customer support teams. We focused on two things:1) Building features that allow support agents to solve customer issues much faster.2) Giving agents the tools to provide higher quality support much easier.

Hired to scale kick ass support at Flywheel.-Implemented v1 of support metrics (SLAs, Cost per contact, self-service rates, etc.)-Took the team from only providing support during North American business hours, to 24/5 support-Hired an international team in Europe and Australia-Played "Kiss from a Rose" on the office Sonos a lot

From 2014-2016, I concurrently led 3 different teams(Social Customer Support, Community Management, and FOX teams) with employees in 4 separate locations.FOX stands for the Flexible Operational Excellence team. We've been tasked with the following:-"Flexing" between the different departments within operations (Customer Advocacy, Enterprise Support, Trust and Safety/Fraud) which may need additional help due to seasonality or unforeseen demand.-Creating clarity between the various departments withing Customer Operations that may have overlapping responsibilities and helping those departments find efficiencies.-The main point of contact for handling customer escalations-Adding direction to process and policy within Operations.-Project management of cross departmental projects.

-Leading the Social Media Customer Service strategy for the Customer Operations team-Manage an international team, distributed across 3 locations, that engages with users via various Social Media channels (LinkedIn, Twitter, Facebook, Community Forums, weekly webinars, etc.)-Launched Help Forums to help increase customer self service service and overall satisfaction resulting in an approximate cost savings of $750,000+ in the first 3 quarters after launch.-Act as a system admin for our instance of Spredfast (Social Media Management Solution)- Lead (2011-2013)- Supervisor (2013-2014)- Manager (2014-2016)

I was the first Product Specialist at LinkedIn. Duties included the following:-Project Management of LinkedIn Operations tools and product enhancements including the coordination of Product, Legal, Customer Operations, Marketing, Technical project managers and engineers.-Provide training, guidance, research and strategic direction with regard to the product and process changes. -Coordination and documentation of the Product roadmap and assessment of operational impact. -Identify product impacts to Operations and assist the management team by preparing and delivering training curriculum through appropriate delivery tools, documentation and development of FAQs and support documents-Work with peers to leverage best practices and understand new trends, processes, and priorities and make recommendations to management.-Research, document and escalate product and process deficiencies, impacts and enhancements.-Achieve comprehensive understanding of LinkedIn Product, Customer Operations systems/tools, and Company Strategy. -Conduct New Hire Training classroom sessions for all new employees.-Communicate with Operations staff and Sr. Management on product impacts and recommendations for improvements and efficiencies. -Serve as a Subject Matter Expert for DirectAds (self service CPC and CPM advertising), job postings, Premium subscriptions, LinkedIn Recruiter, Search and other various parts of the Linkedin.com website-Monitor and respond to customer feedback via our Twitter account, blog, Facebook fan page, Quora, etc.-Participate in special projects as assigned.

- Responded to inbound service requests and customer inquiries via telephone and email.- Served as the single point of resolution for the customer.- Member of the escalations team that solved issues sent directly from the CEO, VP's and other Executives.- Assisted customers with product information and site navigation. - Ensured that new clients are familiar with LinkedIn procedures and processes that impacted their ability to manage their on-line businesses.- Researched and resolved inquiries verbally, in writing, and on-line.- Provided feedback to management regarding necessary changes and updates; including upgrades, functionality and customer care issues.- Responsible for attending ongoing training and developing knowledge in all areas of the department as well as industry knowledge relating to business networking, recruiting and placement.- Accurately recorded customer trends using internal tools.

• Responsible for recruiting, interviewing, and qualifying technical professionals to ensure their qualifications match the clients business and technical needs.• Develop creative recruiting strategies to attract qualified professionals interested in contract, contract to hire, and direct placement employment opportunities.• Conduct contractor interviews and orientations, rate negotiations, and preparation of contractual agreements.