Joi Duncan Email & Phone Number

San Francisco, Ca, Us

Redwood City, California, United States

- Successfully transitioned legacy BI tool to a more cost effective tool by creating a robust project plan and providing a more sustainable and reliable dashboard for internal partners and educators during the back to school season- Executed all operational tasks for the 0-1 product launch, owning recruiting, internal and external communication, project management, and team priorities- Fostered a positive team culture by revamping meetings, co-creating a team charter and values, and… Show more - Successfully transitioned legacy BI tool to a more cost effective tool by creating a robust project plan and providing a more sustainable and reliable dashboard for internal partners and educators during the back to school season- Executed all operational tasks for the 0-1 product launch, owning recruiting, internal and external communication, project management, and team priorities- Fostered a positive team culture by revamping meetings, co-creating a team charter and values, and organizing a team offsite Show less

San Francisco Bay Area

- Built Tier 3 support model from scratch for organization- Partnered with engineering managers to prioritize and organize engineering workflow- Led trainings when support ticket metrics start to dip below goals- Identified trends in ticket resolution time to determine better efficiencies for the team

San Francisco Bay Area

- Served as liaison between Product team and Support team- Developed customer feedback from ideation to full release of a product- Collaborated with marketing on documentation and various collateral- Led trainings on new products for all of Customer Success Organization

San Francisco Bay Area

- Recognized as technical expert on the team - Mentored and trained two cohorts of new hires during our busiest season- Managed and prioritized support engineer workflow- Lead webinars reaching 100+ districts

San Francisco Bay Area

- Handled 100+ customer requests quarterly - Developed new trainings and documentation on Google integration systems- Maintained team 98% customer satisfaction rating through over 2,000 support tickets- Developed more efficient process for support team communication with engineers

San Francisco Bay Area

- Created robust data evaluation system for 10 months of program surveys for impact reports- Built and organized photo archive for 6 years worth of program photos- Analyzed 11 months of eNewsletter click-through rate data to measure effectiveness of outreach efforts

San Francisco Bay Area

- Received professional development training for work in the social sector- Placed in marketing and development internship with mentorship support- Collaborated with other fellows to brainstorm organizational and administrative solutions

Bangkok Metropolitan Area, Thailand

- Developed “Leadership Lessons” for Mentors of Wedu to teach to Rising Stars- Collaborated with head staff to Interview and select young women for the mentorship program- Researched education practices in underdeveloped Asian countries to design the most applicable curriculum

San Jose, California

- Effectively lead groups of campers grades 1st-4th through Art and Science classes- Organized and lead workshops for new incoming staff- Directed camp activities (i.e. camp games and songs)- Provided status reports to administrative staff on day-to-day camp activities

Bachelor’S Degree, Psychology

Minor in Education

Thai Studies

Exchange student in Thai Studies faculty, Freeman Scholarship recipient