Communicated with Enterprise and SMB users to troubleshoot technical issues.Wrote SQL queries to retrieve data and applied data analysis to scope the impact of technical issues.Provided recommendations for process improvement and optimized internal support documentation.Worked cross-functionally with Engineering and other Operations teams to drive projects that optimize the user experience.

Onboarded new users and responded to complex user inquiries.Provided feedback and solutions for customer marketplace experience including improvements to invoicing, storefront, inventory, and order management features.Tracked and analyzed user lifecycle data and retention rates to identify trends and areas for improvement.Tracked and analyzed Customer Support team performance metrics.Solicited user feedback to improve product design and user experience.Analyzed user feedback and wrote user stories.Reported, tracked, and tested bugs.Created low-fidelity prototypes and wireframes to communicate ideas.Researched and contacted users for User Acceptance Testing (UAT).Improved the onboarding experience for new team members by designing training, workflows, SOP's and other internal process documents.Created and updated Help Center documentation to improve the user onboarding experience.

Contacted prospective students, provided information, and generated interest in technical programs and courses.

Conducted new hire employee training regarding company policies and benefits.Designed the pilot program for a new Applicant Tracking System (ATS) implementation.Administered employee benefit programs and worker's compensation plans, ensuring the company was in compliance with federal and state regulations.Developed personnel policies and procedures with the collaboration of stakeholders.

Managed employee records and badging.Facilitated project to transition from physical to digital employee records.

Provided HR Operations support for 200 employees.Designed training and orientation materials including safety video.Designed and conducted training for the online employee self-service center.

Audited loan files to ensure compliance with federal regulations.Provided progress updates and feedback to key stakeholders.

Collaborated with internal teams and vendors to provide aircraft services.Maintained financial records and generated reports.