Support Driven is a community of Customer Support professionals helping each other learn and grow. I've spoken at the Support Driven Leadership Summit. My talk was titled "Connecting Support with Product and Engineering."

• Led the global support organization• Streamlined support and engineering processes reducing ticket volume by 20%

• Hired, trained, and grew a team of subject matter experts responsible for handling all technical support escalations• Developed the vision and strategy for a globally distributed team of product support subject matter experts• Built a team responsible for supporting for all commerce and payment related issues

• Built relationships with cross-functional partners in the product and engineering orgs to build a culture where actionable customer feedback was used to optimize the product experience • Defined KPI goals for the team and individuals that aligned with company objectives • Experienced at leading through change management when business circumstances and company objectives call for a shift in strategy

• Developed incident management protocols to ensure a quick and effective resolution to customer impacting incidents• Partnered with support directors to implement training and quality assurance programs for customer support specialists

• Developed a knowledge base to guide the entire support organization by providing next steps on how to handle reports of each issue• Coached support specialists to ensure they were trained in root cause analysis of technical issues• In October 2019, I spoke at the Elevate CX Conference. My talk was titled "The Technical Side of Support: Lessons Learned."• In October 2018, I spoke at the Support Driven Leadership Summit. My talk was titled "Connecting Support with Product and Engineering.”

• Responsible for troubleshooting complex issues escalated from the customer support team• Lead support specialist and subject matter expert for Evernote on Android• Lead support specialist and subject matter expert for the Evernote Business product

• Front line support for the full range of customer reported issues

Dean's Office - School of Undergraduate StudiesAssistant to Dean Brent IversonAssistant to Associate Dean Larry Abrahamhttp://www.utexas.edu/ugs/

Dean's Office - School of Undergraduate StudiesAssistant to Dean Paul WoodruffAssistant to Associate Dean Larry Abrahamhttp://www.utexas.edu/ugs/

Bridging Disciplines Programs - School of Undergraduate Studieshttp://www.utexas.edu/ugs/bdp/

Student-Faculty Programshttp://www.sfp.caltech.edu/

Student-Faculty Programshttp://sfp.caltech.edu/