Jonathan Arevalo Email & Phone Number

- Knowledge management project—Due to my experience creating training materials, coaching, and managing a knowledge base, I supported leadership with feedback sessions, content, and knowledge management strategies and compiled key opportunities for growth in their cross-functional work and long-term training/knowledge development - Daily management of incoming ticket volume (averaging 700 triaged tickets per month) via working to triage user inquiries with the appropriate data tags, issue identification, profile management, and ensuring queues/folders were properly filtered/assigned for multiple cross-functional teams- Managed Tier 1 folders (regularly averaging 102 resolved tickets per month with a median resolution time of 0.7225) to address user issues related to billing and donor support requests - Assisted Chatbot Automation via regular feedback and QA management by ensuring it provided a seamless support experience, accurate support for standard inquiries, and identifying outlier tickets

- Drove feedback sessions with managers and team members to share my training/knowledge base development insights to recommend growth opportunities for the knowledge base and training - Provided product support, troubleshooting, and product knowledge to admin-level users using Zendesk and Talkdesk to enhance their product experience and engage in retention practices- Daily management of incoming ticket volume working to triage user inquiries with the appropriate data tags, issue identification, profile management, and ensure queues were properly filtered/assigned

Remote

• Managed overhaul of the existing knowledge base to identify knowledge, product, and content gaps, document new processes and peer-shared knowledge, map processes, create/edit macros, align branding, and create/edit 40+ pieces of content for products, policies, and processes. This also cross-functionally benefitted the Product Team via a tracking doc I created that provided a historical overview of internal communications regarding product knowledge/changes. • Monitored and escalated high-impact trends and feedback that resulted in policy and product changes as well as positive brand engagements across multiple social platforms focused on member safety and DEI• Resolved and moderated a large volume of escalated customer inquiries/social content across multiple social platforms for high-risk issues like brand engagement/trend developments, member safety reports, data/compliance, technical issues, and member retention• Leveraged SME experience into quality reviews and coaching to assist new agent training/onboarding

Austin, Texas, United States

• Managed simultaneous projects with varying timelines supporting cross-functional partners in identifying knowledge gaps, generating training resources, documenting workflows/processes, and aligning content• Supported the management of a macro library and an internal knowledge base of 200+ articles of documentation used by over 300+ agents in the US and UK to positively impact the customer and agent experience as well as enable the Client Experience Team to achieve over 90% customer satisfaction• Generated weekly content detailing business-wide developments, product changes, process/macro updates, bugs, etc. to 300+ team members• Exceeded quality standards and leveraged my position as an SME to benefit our team/partners in meeting quality standards, and agent upskilling• Regularly styled clients and also provided styling retention to dissatisfied clients • Provided feedback for internal processes impacting the customer and agent experience and created content for internal use

• Completed a retail overhaul of inventory and POS system leading to increased merchandise sales and a standardized merchandising process for both facilities• Managed teams of 2-4 technicians to ensure each dog & the facility was monitored and met all standards• Handled multi-line client communication, billing, scheduling, filing, and ad-hoc administrative tasks to ensure the health/safety of all dogs and client satisfaction• Regularly trained new technicians in policy, procedure, and dog care

Austin, Texas Area

• Developed internal infrastructure for new student online education resources • Assisted with event/travel planning to support directors with networking/alum events as well as produced student-focused career and advancement events • Performed general administrative/receptionist support while assisting the director and graduate assistants with ad-hoc research/alum projects and task