Erica Li Email & Phone Number

Atlanta, Georgia, United States

• Handle escalated customer technical support cases through phone, chat, and email channels while bringing an empathetic approach to solving technical issues.
• Stay informed of all new product releases and any updates to existing features in the Marketing Pro suite.
• Evaluate and maintain product features by extensively troubleshooting current system functionality.
• Document and track potential issues through a Jira ticketing system.
• Produce both internal & external reference materials for product enablement.
• Work extensively with cross-functional teams across the organization to provide the best support on the ServiceTitan product.

Atlanta, Georgia, United States

Atlanta, GA

Remote

• Transcribe and synchronize videos for closed captioning to improve accessibility while utilizing established captioning protocols and style guidelines.

Atlanta, GA

• Provide personable and efficient customer service at both the brick-and-mortar locations and the local farmers markets while working consistently to maintain the front-end operations of a renowned local bakery.
• Train, lead, and monitor new front-of-house employees.
• Maintain the front-of-house inventory to ensure that all necessary supplies are in consistent order.

• Aid the SI Program Coordinator in managing an academic outreach program that reaches over 10,000 students and consists of over 110 student leaders while also acting as a communication liaison between students, SI.
• Place and assign SI courses and sessions for over 100 student leaders each semester, based on each student's individual availability schedule, and individually coordinate and schedule classroom space for over 100.
• Assist in updating the interview and hiring process, in addition to conducting interviews, for all potential student leaders and student staff.
• Organize and assist in facilitating SI Leader and SI student staff training prior to each semester.

33 Gilmer St. SE Atlanta, GA 30303

• During a temporary staff transition period, singularly managed an academic enrichment program that reaches over 10,000 and consists of over 110 student employees at a leading urban research university.
• Acted as the central liaison for any SI-related communication between faculty, students, SI Leaders, and university staff.
• Implemented marketing and hiring efforts that lead to the record recruitment of over 50 new student leaders in one semester.
• Coordinated and scheduled classroom space for over 100 student and professional staff members.
• Organized and assisted in facilitating SI Leader and staff training before each semester.

Atlanta, GA

• Helped manage the social media presence, including Twitter, Pinterest, and Facebook accounts, of a brand new start-up company geared towards personalized biotechnological design.
• Contributed to determining the contacts of necessary press outlets in order to improve company brand recognition.

Atlanta, GA

• Dept. of Applied and Environmental Microbiology Principal Investigator: Dr. Sidney Crow
• Contributed to laboratory research involving the fungus A. flavus and its production of the carcinogenic toxin aflatoxin by performing essential biological research procedures such as polymerase chain reactions, DNA.
• Assisted in the determination of encystment rates of Acantamoeba castellanii.
• Utilized equipment such as industrial autoclaves, cytometers, rotary evaporators, et al. and standard laboratory chemical substances in a controlled and informed manner while taking all necessary safety precautions..
• Conducted laboratory research on the bacteria Streptococcus pyogenes and the role of heme toxicity and iron sequestration in its virulence
• Conducted research on a project involving the characterizing the chemical properties of S. pyogenes’ lactate oxidase gene, which is responsible for the bacteria’s hydrogen peroxide production in glucose-exhausted.

Atlanta, GA

• Assisted the Program Director and SI Leaders with secretarial duties in order to maintain the functionality and efficiency of the office.
• Performed data entry and analysis of statistical data in order to validate the evidence of improvement in student GPAs with the aid of the Supplemental Instruction program.

Bachelor'S Degree, Biological Science

Activities and Societies: Honors Student Organization, Allied Health Sciences Club, Undergraduate Journal Club, Golden Key Society

Education record

Activities and Societies: Orchestra, Beta Club, National Honor Society, National English Honor Society