Owner: Resale businessManage all aspects of operation. Financial management, procurement of inventory, order fulfillment, shipping and customer service. Managed customer service issue resolution to ensure high satisfaction for customers. Multidisciplinary Freelance:Small Business IT Support / Web Development Personal Organization and entrepreneurial sales that lead to starting my own businessKayak Guide (as needed)

Title: Community Engagement ManagerDuties: Program Manager - Wellness Program, Community Engagement.Develops programs and manages instructors and content for all of the centers wellness workshop program.Conducts outreach to identify new wellness workshops and instructors to develop new programs.Communicates program goals, procedures, and protocols to wellness workshop instructors and volunteers.Plans strategy and conducts outreach activities to achieve a targeted level of wellness workshop participation.Partners with Volunteer Coordinator to provide volunteer support for wellness workshops, community dialogues and other community wellness activities.Manager of Lending Library. Curator of content and holdings, including circulation of materials.Curator of JanRae Community Art Gallery quarterly art shows. Worked with community artists and collectives to produce and hang 4 art shows and receptions annually. Media ManagerGathers and organizes content for printed, quarterly wellness brochures using InDesign and monthly e-calendars using Constant Contact.Webmaster - Manages website updates (WordPress).Maintains social media presence on Facebook and Instagram.Manages Faith Fancher Media Room Community Connections & Engagement.General Customer service contact.Community outreach - Communicate wellness offerings provided by WCRC to help boost attendance.Online Program Creator and ManagerWith the COVID-19 pandemic, our organization required an abrupt pivot from in person to online programs. Within 2 weeks, programs were brought online, and new instructors procured. Developed, managed and maintained online programs throughout the pandemic and beyond.

QA Analyst and customer serviceManaged inbound customer service for a community of 130,000 subscribers.CMS product expert in house (WP and proprietary).Collaborative testing of customer SQL DB, extracted from monolith Database and imported to Wordpress. Responsible for bug identification and investigation, best practices & benchmarking, test plans for all new features, and signoff for all releases. First QA established at Salon Media.Deadline-driven cross browser, platform, mobile, and regression testing.

Logo creation, photo restoration and recreation of customer art to a printable format.Create and manage web presence for small companies using WordPress platform.Beta test mobile applications and hardware for stealth startups.

QA Analyst specializing in manual / black box / behavioral / user testing.Proactively assist Second Life community as direct customer advocate. Collaborated with developers, product managers and contractors to ensure accuracy of bugs and prioritize fixes and features. Managed procurement, accounting and dissemination of hardware for internationally distributed team.Projects included: QA Project Lead on International Billing, Second Life Voice, Search, New User ExperienceContributor on Second Life Viewer, Land Use Permissions, Sim Transitions and the Second Life Marketplace. Specialist in L$ Transactions and "In World" permissions.

Billing & Customer Service Manager and Community Liaison Managed billing and technical escalations in customer support for a community of over a million users. Researched established and documented first protocols for the billing system. Solved customer service issues real time, including high-stakes and emotional issues such as harassment, in-world arguments, and loss of customers’ assets due to malicious content destruction.Conducted training and created documentation and tutorials for new users. Developed first documented internal communications for employee training. Assisted in implementation and use of Parature as a customer service tool.Fraud MitigationInvestigated charge-backs and uncovered patterns of fraud exceeding $1M annually. Identified need for a fraud mitigation department and justified ongoing investment to cut costs.Assisted in management of LindeX (a virtual currency exchange), reviewing and defining processes to reduce risk, managing the risk api, Tier Reviews and overseeing 3rd party exchanges and assessing fraudulent activity. Collaboratively designed original strategies and tools used to uncover and prevent fraud.Educated and communicated complex fraud patterns to leadership.

As a VR hobbyist, Identified new business opportunities within the Second Life platform.The first vendor to sell virtual clothing on the SL platform - my designs and customer commissions.Creatively pushed the envelope on avatar simulation and layers to do innovative products. Resourceful exploration of business models where no support for sales or services existed.

East Bay District Manager and Trainer of International and Hazardous Materials Specialists for 14 distributed locations in the East Bay and Hawaii. Supervised 30+ employees. Delivered EXPORT program - increasing district performance by 90% while decreasing 83 FTEs daily.Direct service-oriented Sales Support and training, ensuring safety and compliance of customer hazmat shipments.Monitored and conducted employee training. Analyzed safety and training compliance, reporting results to district and station management. Developed and maintained intranet web pages for the East Bay District Office and 14 field stations. Defensive Driving trainer and Station Safety Auditor. Conduct Post-mortem for spill and accident events. Retrain involved individuals and adjust future training as needed.

Quality Assurance (QC) Leader:Analyzed daily quality compliance, reporting results to senior management. Employee training and mentoring to improving overall station compliance to the 98th percentile. Process improvement: designed, implemented and maintained check-in/checkout system, resulting in daily cost reduction and overall improved employee satisfaction.Saturday Operations Manager and Customer Service Manager, as part of Leadership Training. Achieved FedEx “LEAP” Management Certification.

Dangerous Goods Specialist / Courier:Trained customers and mentor couriers on packaging and handling requirements for specialty shipments.Managed cleanup and disposal of dangerous goods using specialized equipment. Maintained Hazmat certification on CDL, and Hazmat spill cleanup certification. Hands-on partnership with FAA to document and report undeclared hazardous materials.Excellent communication and presentation skills, self starter, analytical thinker, organized team leader.Four years safe-driving award.