The Incident Commander is the decision-maker during a major incident, responsible for delegating tasks across all levels of the company and listening to input from subject matter experts in order to bring incidents to a resolution. As an Incident Commander, I lead all high priority incidents and provide clear coordination by recruiting others to gather context and details for troubleshooting. I consider next steps and backup plans at every opportunity to avoid getting stuck without any clear options to proceed and to ensure things keep moving forward.- Orchestrate all incident management responses for high priority incidents. Own the incident record, ensuring the accuracy of data across teams, products, timelines, root cause, severity, and customer impact.- Ensure all necessary teams are actively engaged in the impact assessment, triage, and remediation of incidents.- Ensure timely and relevant communications and escalations are delivered to stakeholders within SLA.- Lead all high severity incident post incident reviews and betterment identification, tracking, and delivery to help make all teams better.- Ensure high-quality RFOs are delivered to customers within SLA. Manage significant customer escalations that do not rise to the level of a widespread outage.- Diagnose and resolve process issues with customer escalations that impede responsiveness.

- Equipped Support team with training and resources to handle incident response and maintenance requests- Streamlined processes involved in SendGrid Support's incident handling to align with Twilio Support- Partnered with AptEdge team on app and design improvements- Created OMM Supportability Requirements for product rollouts- Established documentation for the Email Support Wiki, Timeline of Customer Impacting Events, SE Onboarding, and TDF Requests- Provided mentorship to team members and supported multiple products while standardizing working agreements

- Leveraged product expertise and proficiency in SendGrid systems and tools to assist with the escalation of bugs, launch of new features, and resolution of outage incidents by reporting customer impact, handling internal and external communications, performing tests to validate fixes, and participating in discussions for continuous improvement- Served as a liaison advocating for the interest of the customer and Support in Product and Engineering decisions by identifying and presenting patterns in user feedback, anticipating potential risks, and partnering on prioritization of customer facing issues- Enabled the Support team with resources for crafting quick and accurate customer responses by providing updates on product changes, facilitating trainings, curating trends, managing Support processes, and mitigating customer escalations

- Utilized problem-solving and people skills to assure customers of swift resolutions to their technical problems- Diagnosed product issues on the spot, explain situations with patience and empathy, and offer solutions to get users up and running again

The Apple Store Leader Program is a 24-month immersion in every aspect of managing and operating an Apple Retail Store. In this program, I gained selling skills working as a Specialist and an Expert. I taught and trained others as a Creative. And I resolved problems working at the Genius Bar. As I progressed through the program, I was guided and mentored by a Market Leader, undergoing a variety of training experiences and leadership opportunities.- Designed and executed strategies to cultivate loyalty with Apple's business customers through engagement and recommendation of services tailored to their needs- Organized people and workflows utilizing a variety of systems to maintain the customer experience and store operating standards- Encouraged and motivated team members to provide peer-to-peer support and feedback to optimize their abilities and progress toward their goals- Investigated customer concerns and empowered team members to find favorable solutions to repair relationships and help customers maximize use of their technology- Implemented Apple’s recruiting strategy to facilitate the onboarding and effective training for new hires

- Utilized aesthetic judgement, creativity, and design skills to develop innovative concepts for the branding of series topics, posters, videos, interactive proxies, and other methods to publicize news and events- Collaborated with others in creative brainstorming sessions to devise project ideas through the synthesis of collective processing- Envisioned and planned the construction of a walk-through installation as an additional interactive experience to reinforce a series campaign, "No Secrets"

- Oversaw the management, supervision, and instruction of children ranging from beginning to advance levels- Constructed exercises to guide instruction and organized activities within a certain time limit- Adapted to the age and level of each player in order to create an enjoyable and encouraging environment for all players by observing outcomes of teaching techniques

· Created a safe and comfortable atmosphere for new freshmen and transfer students to connect and build friendships with one another by facilitating activities and icebreakers· Utilized public speaking skills during tours to introduce the campus and present important information· Observed and quickly adapted to the energy level of the group by being constantly aware of their mood and making changes to accommodate them· Trained and mentored new orientation leaders by sharing tips and advice from personal experience· Honestly and positively answered questions as a warm and welcoming representative of UCSD