The Duolingo English Test’s mission is to accurately, fairly, and securely assess English language proficiency, while lowering barriers and increasing opportunities for English learners everywhere.

ElevateCX has a mission to provide wisdom and community to those pursuing a career in customer experience: support, success, knowledge management, or product. The community members and speakers are decision-makers in their industry, career support practitioners, thought leaders, Customer Support Managers, Directors of CX, Heads of Support, Customer Advocates, and even QA and Documentation Specialists. Through Elevate CX I have attended conferences, given speeches, participated in the podcast, and regularly communicate with other CX leaders online through the Elevate Slack channel network!

- Managed North America Finance, Operations, and Marketing SaaS connectors for data movement - Developed Customer Support Engineers with training, change management, and process updates - Implemented process changes for ticket handling, WFM, MTTR reduction, and project governance, resulting in cost per ticket reduction and KPI metric improvements - Organized cross-functional and global team meeting cadences, metrics, and agendas for Product and Support leadership teams

Managing support at Fivetran on a mission to make access to data as simple and reliable as electricity!

- B2B Customer Support and Operations - Pre-Sales Assistance and GMV growth - Merchant Integration Services - Payment Processor and Platform Partner Support - High Velocity Product Incubation - Org Scaling and Process Optimization

Helping our team handle thousands of customers, with a smile!- Concise evaluation and prioritization of software bugs- Managing weekly team meetings for knowledge sharing, updates, and technical training- Administrative and scheduling for the support team including Holiday coverage, outings, and training- On-site premium support and de-escalation for strategic customers across North America- Creation of support tools using webapps and external vendors- Bigger picture strategy with VPs and C level executives internally and externally- Final resolution and ownership of ugly or "impossible" software issues- Expert knowledge in API, integration support, vendor management, network analysis, and other VoIP technologies

B2B support for Talkdesk including Salesforce, Zendesk, and CRM API integrations.

Top tier hardware support and white glove service for Nexus devices @ Google. Provided solutions for unsolvable cases and upset customers. Analyzed workflows and provided proper feedback and routing. Gathered information for bug reports and trending issues.

Relocated from San Francisco to rural Japan to teach English. Adapted to new culture and social norms while learning Japanese. Created and planned English lessons for four schools and hundreds of students per week.

Ensured excellent customer satisfaction and displayed enthusiasm and empathy both verbally and over email. Resolved hundreds of escalations and RMAs for tier II support weekly.

Massive website redesign based on wire frames. JavaScript implementation and optimization. Developed brand and standardized website.

Server maintenance and office technology assistance. Website quality assurance and testing.

Shot, edited, and uploaded over 2,500 photos to Flickr, Facebook and the USF website for social media and web use. Monitored and maintained USF Admission social media pages.

Performed regular website maintenance and updates on the University website Assisted with a massive content migration of over 3,000 web pages to CMS Ektron

Created software teaching program for federal accountants and analysts Explained computer technology to department members