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

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.
• 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.