Jesslyn Woo Email & Phone Number

San Francisco, CA, US

Morristown, NJ, US

• Supported partners in integrating their data and platforms with Google’s eCommerce services while helping to maintain partner relationship, built new process and operational tools, and tracked tool applications for a.
• Provided high-touch technical support: Troubleshoot, escalate and respond to product support requests from partnership teams
• Acted as liaison for Google Users and Products, internal Product/Engineering and Development teams by establishing operating processes, reporting cadence and ongoing communications with stakeholders.
• Successfully built expertise on new processes, operational tools and tracking applications based on research for team expansion
• Compiled, analyzed and reported on relevant partner or support Key Performance Indicators (KPIs)
• Effectively drove optimizations and reduced cost through tool or process improvements

Oakland, CA, US

• Served as ScrumMaster for three development scrum teams of up to twelve team members, in three different time zones, on continuously improving and maintaining core product offerings to better serve customers.
• Drove the planning, development and QA work of a new feature offering (Roster Sync) and successfully executed the deliverables for General Availability by January 2020.
• Removed project impediments, mitigated risks and fostered self-management amongst the team to allow continuous progress and high morale.
• Provided clear and crisp transparency to the status and progress of projects/initiatives for the Technology organization.
• Spun up a Scrum team from the ground up to work on a high-impact project based on company priorities and needs; led the introduction of new processes/workflows and rolled them out in an iterative manner.
• Championed the adoption of agile best practices within Engineering and Product Management.

Oakland, CA, US

• Served as a point of escalation and managed technical issues by troubleshooting, investigating and resolving problems for Turnitin products.
• Assessed escalated cases quickly for triage based on severity, difficulty, and customer value.
• Developed and maintained product expertise across both the core Turnitin products and external integration products.
• Worked closely with other support and product team members to provide pre and post-launch support.
• Communicated collaboratively with customers to resolve complex customer issues.
• Collaborated with product teams to improve user experience and drive valuable product enhancements.

Oakland, CA, US

• Proactively supported the Turnitin product line via phone and email ensuring problem resolution, system access, and optimal system performance.
• Troubleshot issues to help identify bugs for products and with Learning Management Systems such as Blackboard, WebCT, Angel, and Moodle.
• Coordinated closely with Engineering, QA and Product Management on all product issues and releases
• Provided product orientation sessions for clients.
• Developed positive customer and cultural relations.
• Assisted in the translation, maintenance, and updating of technical documentation associated with the product line.

San Francisco, CA, US

• Teach personal finance workshops to adults and youth participants in English and Cantonese; conduct program orientations for new and current participants.
• Community Outreach: Coordinate and work with partner community-based organizations (CBOs) and city agencies to promote and open participant matched savings accounts; conduct outreach presentations in the publics.
• Provided customer service support to participants; make resources referrals when necessary.
• Case management: Utilize coaching approach, support participants to complete program and reach asset goal on homeownership, small business and education.
• Database management: Act as liaison between EARN and database developer; manage online database, including participant records, financial accounts, and user privileges.
• Accounting: Maintain and reconcile financial transactions and participant statements; process monthly account statements; prepare monthly, quarterly, annual reports for funders and others as required.

I taught English to French students in a high school located in Normandy. This was a challenging but fun experience working with the youth on improving their English speaking skills. To engage the students in the classroom, I used a wide range of materials, such as visuals, music and games to make it fun, engaging and relevant to their learning. I also.

Woburn, MA, US

Master Of Arts (M.A.), Teaching English As A Second Or Foreign Language/Esl Language Instructor

Bachelor Of Arts (B.A.), English Language And Literature/Letters