As a consultative subject matter expert, I ensure that SaaS customers achieve success in using our product. I enjoy opportunities to uncover users' goals and act as a true advisor for the customer, which directly impacts their abilities to getting started, activating, adopting, and even in retention.Additional highlights to my work include:- Across email/chat/live video conferencing channels, serve as the first point of contact for Calendly users, providing timely and effective solutions to inquiries and issues. - Act as voice of customer advocate by providing user feedback to internal product team.- Demonstrate expert-level knowledge of Calendly products and integrations, including complex features and integrations such as Salesforce, HubSpot, API/webhooks, and Google Analytics.- Utilize problem-solving and critical thinking skills to resolve a wide variety of customer support issues.- Maintain exceptional verbal and written communication with both customers and team members.- Participate in alpha and beta testing for product releases/updates. - Hands on experience with new CX team tech stack demos and implementation.- Assist with knowledge management initiatives to ensure internal and external resources are up-to-date, accurate, and clear.In addition to my role in CX, I serve as Chairperson for our Pride Belonging Group for our LGBTQIA+ community here at Calendly. This leadership responsibility ensures that all voices are heard by raising awareness and advocacy for LGBTQIA+ people in the workplace, fostering allyship, and event planning for monthly meetings as well as special events or keynote speakers. The impact this volunteer role has on workplace results in greater engagement and retention of Calendly teammates by being a catalyst that spurs growth & development and impacting change.

Comprehensively developed and validated new mass spectrometry, molecular biology, and biochemistry assays. Validated lab developed test according to CAP and CLIA guidelines. Actively collaborated with other departments and ensured successful transitions of new assays from the development team to production staff. Assisted in troubleshooting current clinical assays. Designed and conducted a variety of experiments, prepares specimen for analysis, and determined testing to be performed. Analyzed, reviewed, reported, and presented data to research team, production departments, clients, and in conference settings. Created scientific documents including experimental development plans and reports, validation plans and reports, and standard operating procedures. Lead multiple project teams on relevant assay development, managing deadlines, and driving progress. Managed research laboratory by adhering to laboratory safety policies/procedures, preparing for and assisting with audits/inspections, inventory oversight, process development/implementation, and training/mentorship of research staff. Troubleshoot and performed routine preventative maintenance for a variety of laboratory instrumentation.

Researched, developed, and validated clinical laboratory tests for the diagnosis, treatment, and prevention of disease within humans. Explored literature to assist with experimental design and conducted a variety of experiments while maintaining proper documentation. Prepared specimen for analysis and determined tests to be performed. Created scientific documents including standard operating procedures, experimental validation plans, and reports. Performed routine preventative maintenance and calibration on laboratory instruments. Aided in the training of new employees. Adhered to laboratory safety policies/procedures, prepares for and assists with audits/inspections.

Performed clinical laboratory tests, procedures and analysis to provide data for diagnosis, treatment and prevention of various genetic disorders in newborns. Prepared and organized dried blood spot specimens for six biochemistry assays. Conducted a variety of analysis per assay protocol to determine genetic abnormality in samples. Conducted LC/MS/MS analysis of specimens to measure enzyme activity in samples. Reviewed test results, maintained records, and entered findings into the laboratory information systems. Prepared and properly labeled reagents required for laboratory testing. Verified proper instrument function by checking, calibrating, and troubleshooting laboratory equipment.

Assisted Research Coordinator with current Stone Laboratory research projects and laboratory experiments. Supported visiting researchers and supervised REU Program students. Collected lake water samples in the field and conducted analytical chemistry analysis to measure water quality parameters. Recorded all relevant environmental factors specific to sampling sites. Used proper equipment and technique for a variety of field samples such as phytoplankton and cyanobacteria. Maintained and sustained algal cultures, a clean analytical laboratory, glassware, and scientific equipment. Prepared chemical solutions working with concentrated and caustic acids. Conducted inventory of supplies and equipment. Responsible for data entry/analysis and generation of relevant laboratory reports. Analyzed and reported data to Ohio EPA. Provided assistance with experimentation and data analysis for publications.