Mauricio Fournier Email & Phone Number

Costa Rica

Remote

As part of the Customer Happiness team for Memberful (a Patreon product), I take care of our email/chat support inbox, as well as various projects and areas of responsibility:* Investigate technical issues (API, Webhooks, OAuth, WordPress, HTML/CSS/JS issues, etc.), to minimize escalations to the engineers.* Develop and maintain a browser extension which analyzes websites and documentation to assist CH team during investigations.* Identify, document, and investigate bugs.* Identify key opportunities for updates to our product and advocate on behalf of the customer as our Product team prioritizes work.* Continuously improve our help docs, from writing and updating the external-facing content, to re-organizing the repository and contributing to our Style Guide.* Establish best practices, maintain team-wide saved replies and workflows, and optimize processes.

As part of the CE Ops team I had two main responsibilities: Carry out technical Tier 2 investigations as a Support Engineer and designing and delivering New Hire Onboarding training for CE hires.* Investigated technical Tier 2 escalations, debugging conflicts with how our tracking script interacted with the code on websites all over the internet.* Handled Tier 1 cases when necessary.* Assisted the Sales and Success teams as a technical advisor during Sales and CSM calls.* Offered guidance to Customer Experience team members about best practices, process optimization, and technical expertise.New Hire CE Onboarding:* Developed the curriculum, training materials, and video lessons to bring new team members up to speed on core CE skills and a solid technical understanding of our product.* Set up multiple different learning paths for different roles (All new hires across the company went through my training — including Executives).* Delivered the training as the lead trainer.* Continuously iterated and improved the training process.

San Jose, Costa Rica

LessonPlant created interactive game-based e-learning apps and game experiences.* Developed Learning Management Systems (LMS) with gamification features.* Developed Interactive Web and Hybrid Mobile Apps.* Created 2D educational video games for Web and Mobile.* Designed and implemented static websites.

Costa Rica

* Curriculum Design for Cenfotec University's Web Design and Development program.* Created several courses from scratch - from coming up with the course syllabus to preparing the materials that would be used by future instructors when teaching the course.* Taught several Web Design and Development courses.

San Jose, Costa Rica (Mostly Virtual)

* Custom web design and development* Digital marketing strategy (PPC, SEO, etc.)

San Jose, Costa Rica

* Create UI designs & prepare mockups.* Translate mockups into HTML+CSS+JS.* Photo processing