Julia Kovacs Email & Phone Number

San Francisco Bay Area

• Lead an international Support Content subteam to produce high quality and effective help content• Developed and executed on a scalable strategy to support customers and proactively reduce customer inquiries anywhere Square products were supported• Coached team members on writing, editing, and other areas of content strategy and helped them identify and pursue areas of interest within content creation and publishing• Partnered with Engineering and Management to oversee the evaluation and implementation of our team's new CMS over the course of three years

San Francisco Bay Area

• Coordinate across Product, Business, Engineering and Support teams to oversee the production and review of all user-facing help content• Develop quarterly Support Content roadmaps within the context of Square's goal to simplify commerce• Work with Support Insights to organize content via appropriate labels and metadata• Oversee quarterly audits of all Help Center articles and canned responses based on user interaction, engagement and feedback• Train Content contributors and new hires• Develop weekly reports to ensure the entire Support team is updated on content changes• Refine the Square Support Content Style and Copy Guides to maintain brand consistency in all Support content• Organize the Support Content wiki as a single source of truth for all things Square Support Content related• Coordinate with Square's Brand team to produce messaging for service interruptions and bugs

San Francisco Bay Area

• Effectively solved customer inquiries via phone, email, and Twitter using Desk.com• Handled customer inquiries with compassion, kindness, and respect• Identified areas of improvement and errors in the external Support Center and internal documentation• Identified, documented, and followed up with Engineers on product issues and requests• Advocated for customers by identifying trends in issues and suggesting improvements to processes, policies and products• Collaborated with Engineering, Design, and other teams to provide customer feedback

Oakland, Ca

• Created a respectful and trusting bond with families and provided case management services that were intensive, home based, and individualized to each family's specific needs and cultures• Provided services included demonstrating appropriate childcare, teaching household and money management, providing supportive counseling and crisis intervention, assisting in locating safe, affordable housing, linking families with community resources and advocating for children and their families in school settings• Worked to help families feel empowered and become self sufficient with the ultimate goal of helping the family disassociate with county child welfare services

Flower Mound, Texas

I oversaw the afternoon program and monitored the functioning of the head office after the Program and Assistant Director left for the day. I directed and trained a staff of up to 6 teachers in the afternoon and assisted those teachers with child care by advising disciplinary action of logical consequences. I was responsible for maintaining all 160 students personal files. I directed afternoon activities for the children through the Montessori philosophy and spoke with parents regularly and handled or redirected complaints and concerns. I aided parents with concerns about guidance and discipline for children ages two through six years all while ensuring the school facility and staff were in compliance with basic state licensing requirements.