• Manage weekly iOS and bi-weekly Android release Betas ensuring builds go out to 1.5k testers, keeping release sprints on time.• Identify and report on all beta tester feedback, providing general support and triaging where needed.• Document bugs, suggestions, and other pain points within Confluence team wikis or JIRA bug tickets, making information readily available for relevant teams.• Coordinate validation of the release as it progresses through test phases, alerting appropriate stakeholders of tester-found errors & issues that need to be addressed.• Implemented an internal beta tester program ("dogfooding") to increase engagement with the product more and have a safe space to voice opinions, frustrations, and make suggestions to the Product and Engineering teams.• Track Beta tester activity & routinely replace inactive testers in groups that best suits stakeholder needs.• Document and communicate all changes for a release in release notes that are published to both the internal and external beta tester groups.• Provide “user pulse” and design validation for new features, as well as improvements to existing features prior to a public launch.• Participated in competitive analysis projects during early stakeholder meetings when exploring new feature additions and overall app experience improvements.Skills: Zendesk - JIRA - Confluence - Bitrise - Firebase - TestFlight - Figma - inVision - Office 365 - Adobe Creative Suite

• Customer Happiness Liaison to Product and Design teams since December 2016• Liberated 200+ hours of typical Agent response time by implementing UX/UI changes that resolved common user pain points• Responsible for creation of user-friendly canned responses and FAQ pages on self-help articles, as well as updating current articles toallow for better integration with Solvvy tool• Initiated feature suggestion dashboard and workflow within JIRA, bridging the gap between user and Product team• Provide daily reports to Engineering team on emerging issues and current pulse of open JIRA ticketsSkills:Desk.com (Salesforce) - JIRA - Confluence - Trello - Sketch - inVision - Zeplin - Final Cut Pro X - Office 365 - iWork

* Initiated and implemented marketing strategies that built school clientele to 100+ students within first 6 months of opening business* Completed Instructor Training Program at T. Kane Enterprises, Inc. at the age of 16 (youngest ever to do so), and the Management Training Program at age 18.* Handled majority of customer service: inquires, concerns, questions, and payments* Managed inventory of products: purchasing, stocking, price setting, and quantities* Account manager for clients, received and inputted payments as well as handled any delinquent payments timely and efficiently

* Member of the Workshop Team: Taught product workshops informing customers and potential buyers on how Apple products work.* Assisted customers with inquires about product knowledge, troubleshooting, and purchasing* Member of the Mentor Team: Mentored and trained new hires in their specific role to ready them for "the floor"