Establish and manage a freelance web & graphic design business that aims to assist entrepreneurs and organizations in brand development. Developing creative advertising content such as menus, brochures, business cards, flyers, t-shirts, and product packaging while ensuring maximum brand awareness for the targeted audience. Conceptualize brand logo design, websites, and social media platforms to promote brands. Provide professional photo editing for eCommerce products. Produce both eCommerce and non-eCommerce creative website layouts and content for WordPress and Shopify. Develop social media graphics templates for repurposed marketing. Coordinating new client projects and onboarding. Provide recommendations and consultations to clients on the most appropriate design options based on their overall marketing goals. Delegate tasks to a team of 3 entry-level designers and provide consulting on all aspects of the client project. Managing up to 5 projects or tasks at any given time while under pressure to meet weekly deadlines

Developed in-depth knowledge of the Klaviyo platform, sending infrastructure, and compliance policies to provide high-quality support for Klaviyo customers while partnering with them to effectively understand and address their deliverability and compliance concerns. Maintained clear and concise communication to thoughtfully and effectively provide answers to questions for both technical and non-technical end users, while supporting a range of technologies. By communicating directly with Internet Service Providers (ISP) abuse desks, email block lists, and anti-spam providers in a professional manner, I have provided support to users to help improve their deliverability results. I am responsible for monitoring specific clients to ensure they comply with our AUP and work directly with Custom Success Managers to correct non-compliant issues. I perform daily tasks to monitor the Internet Protocol (IP) and Domain Name (DNS) space against any known block lists, provision new customers with a new IP address and/or new DNS records for the recommended sending domain, and review deliverability results with customers, providing information on best practices to improve delivery, as well as troubleshooting fundamental Simple Mail Transfer Protocol (SMTP) and DNS services within a live production environment. Assist customers with Email Authentication setup (Sender Policy Framework (SPF), DomainKeys Identified Mail (DKIM), and Domain-based Message Authentication, Reporting & Conformance (DMARC)). Managed and lead several projects to create 10+ internal support articles necessary for Klaviyo Support and Deliverability & Compliance Specialists to troubleshoot and investigate deliverability issues. Also responsible for updating existing processes to be more concise and efficient with the team workflows. Became an expert in manually monitoring multiple internal channels regarding user accounts that were suspected of being out of compliance.

Responsible for evaluating customers' email metrics and manually approving campaigns that are potentially in violation of ActiveCampaigns' AUP/TOS. Using research, I investigated reports of abuse, identify backend bottlenecks, resolve blacklisting/blocks, and analyze bounce logs and trends. Worked diligently to resolve customer escalations with care and in a timely manner. In resolving said issues, I also took special care in educating customers on industry best practices, to ensure successful deliveries and that their account remains compliant. Proactively audit processes, practices, and documentation to identify weaknesses. Create sound internal controls and monitor adherence to them. Create and manage effective action plans in response to audit discoveries and compliance violations. Lead a project to create and distribute the monthly Deliverability and Compliance Newsletter. Collaborated with Trust & Safety teams to develop the training processes for the compliance team. Created 30+ internal knowledge-based articles for our AUP/TOS, and compliance onboarding. Partnered with our support team to review and research compliance-related issues for both email and SMS. Collaborated with our internal design team, utilizing my design experience, to redevelop our internal UI/UX. Within SMS, worked to ensure our clients meet and exceed industry-standard compliance requirements across various sending number types and regions to help improve SMS delivery. Identification, research, and documentation to improve internal enablement and current SMS/MMS application and compliance processes. Educating customers on SMS compliance and delivery best practices, sending, and content strategies. Field and resolve aggregator compliance issues. Using research to identify malicious accounts and termination or provide customer education on AUP as well as carrier regulations.

Promoted in April 2019, I am currently responsible for reviewing accounts that are possibly in violation of Mailchimp’s Acceptable Use Policy and/or Terms of Service. Resolve Abuse Reports from users reporting issues, as well as be a peer advocate for answering Compliance related questions from other teams. Responsible for accurate and timely reporting of significant and emerging risks. Provide expert support to ensure the consistency of the risk assessments performed across Compliance. Offering excellent analytical and research ability, to communicate clearly and effectively to users.

Efficiently and effectively answer users' software and technical questions. Perform root cause analysis and determine appropriate course of action. Contribute to MailChimp's Knowledge Base via technical and process support documentation. Identify trends in users' issues with the app and communicate them to supervisor. Partner with Support team members on strategic projects as needed.

Responsible for ​providing email and live chat support for customers needing assistance with their Weebly created website. Walked customers through every stage of website development, offered technical support and any other site-related assistance. Responsible for processing refunds and credits when necessary. Also supported management and contributed to the new training process and onboarding for remote agents during the volume season.

Support for Apple MacBooks and desktop Macs. As the customers’ first point of contact, I was responsible for providing award-winning customer service, troubleshooting, and technical support. Supported customers in troubleshooting email, connection and various system issues. Verified and diagnosed system issues to determine repair options.

Provided exceptional customer service and technical support for internal and external voice and data product customers. Troubleshoot hardware and software issues and identify network/applications issues. Provide detailed information on how to set up/configure data and voice products. Verify provisioning and diagnose device or Network issues. Demonstrated and practiced regularly the skills necessary to handle any CS and/or Technical Support call type that is routed through the center in this function. Follows up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction.

Served as a Technical Support Specialist for a computer software development company. Interfaced with customers to identify needs, product questions and software troubleshooting. Provided details in regards to software applications, connected remotely to troubleshoot software issues, and resolved technical inquiries. Evaluate customers concerns and resolve problems to customer satisfaction. Utilized Log Me In to effectively troubleshoot software issues as well as educate customer on how to use the software. Also assisted in managing customer concerns on Community Forum by addressing posts created by customers to provide support.

Promoted to lead a team of 12 advisors. Performed quality checks on calls and took escalated calls. Collaborated with management to create strategic plans to enhance customer satisfaction, as well as supported advisors with tools to maintain and increase service levels. also responsible for quarterly metric reviews and annual performance reviews with each agent, as well as but not limited to schedule adherence and conflict resolution.

Served as Technical Support Lead and Representative of a leading online digital photo developing service. Provided support to customers via phone, live chat and email correspondence. Collaborated with Customer Care Manager to create strategic plans to enhance customer satisfaction. Provided employees with tools to maintain and increase service levels to customers. Worked closely with other departments to promote sales contests, clarify information, and distribute reports.

Served as a Customer Service Representative for a custom online printing company. Supported customer inquiries via live chat and phone support. Investigated and resolved customer concerns in collaboration with graphic designers and print processing departments. Prepared customer files for accurate processing. Provided graphic design services and tips when needed. Made recommendations to customers regarding design techniques ensuring quality production of their existing artwork.

Served as a seasonal Customer Service Representative for a leading Internet-based social expression and personal publishing service. Interfaced with customers to identify needs, product questions and digital photos and facilitated sales. Provided details in regards to services provided, completed monetary transactions, and resolved technical issues as needed via email correspondence.

Served as a Customer Service Representative for a third party supply chain of wireless phones and accessories. Primary responsibilities included fielding incoming calls from customers and representatives related to accessories for wireless phones. Duties require extensive knowledge of AT&T, Sprint PCS and Nextel procedures and protocol related to accessories needed.