• Utilized Adobe InDesign, Photoshop, and Acrobat Pro to generate and maintain 100+ high-quality end-user and administrative documentation for client consumption and internal product education.• Collaborated in cross-functional teams including Product Managers, SMEs, and client-facing stakeholders for research of help documentation.• Worked alongside Educational Manager as librarian and curator of company’s online help documentation library consisting of 200+ documents.• Managed and responded to front-line customer questions in the company’s online support community and promptly escalated to the support team if deeper technical support was required.• Continued as primary SME for several customer-facing products and integrations and provided live product training.

• Utilized Adobe InDesign, Photoshop, and Acrobat Pro to generate and maintain 100+ high-quality end-user and administrative documentation for client consumption and internal product education.• Collaborated in cross-functional teams including Product Managers, SMEs, and client-facing stakeholders to conduct research towards help documentation.• Provided Tier 1 and, on an as-needed basis, Tier 2 support via phone, email, and chat support, handling 20-30 cases per 8-hour shift with varying complexity, ultimately managing cases within Salesforce.• Gathered details on client-reported issues and generated bug reports in the support team's Jira project.• Contributed to the support team’s Confluence knowledge base for internal communication and training. • Served as primary SME for several customer-facing products and integrations and provided Zoom-based product training.

• Provided Tier 1 support via phone, email, and chat support, handling 30-40 cases on average during a 4-hour shift, ultimately managing cases within Salesforce.• Gathered details on client-reported issues and generated bug reports in the support team's Jira project.• Contributed to the support team’s Confluence knowledge base for internal communication and training. • Served as primary SME for several customer-facing products and integrations and provided Zoom-based product training. • Utilized Adobe InDesign, Photoshop, and Acrobat Pro to generate and maintain 100+ high-quality end-user and administrative documentation for client consumption and internal product education.

• Monitored live and recorded calls of 12 inside SMB sales agents for quality. • Used Google Forms to create feedback forms with linked spreadsheets to help calculate, track, and monitor agent productivity in tandem with reports from Five9 and Salesforce. • Provided weekly reports to the sales floor manager on each agent’s productivity and feedback on each agent's soft skills.

Helping 4th-6th grade students with homework, planning and implementing cooperative and character-building games, providing line-of-sight coverage and ensuring the safety and success of the students in the program.

Prep and teach classes to a highly competitive Korean ESL Hagwon in Daejeon, South Korea. Teach basic to advanced grammar, writing, and reading comprehension. Teach classes to high-level Kindergarten class in the morning (10am-3pm daily) and upper level 2nd-4th graders in the afternoon (3pm-6pm daily). Provided proofreading help for speeches to students in open periods.

Plan, prepped and implemented classes in Language Arts, Science and Math for a competitive immersion school in Daejeon, South Korea. Prepared and proctored tests in all three subjects taught. Prepared and implemented classes for two high-energy, two-week summer and winter camps respectively. Completed in-office maintenance tasks (i.e. computer OS maintenance, virus protection implementation).

Provided technology solutions to customers based on customer-specific concerns and queries. Consistently met sales metrics on a weekly and monthly basis within the store. Worked side-by-side with the Visual Coordinator to maintain and upkeep visual standards per Apple guidelines. Provided troubleshooting for small iDevices (iPod, iPhone, iPad) on the floor.

Consistently met sales expectations for promotional drinks and pastries. Additionally upsold related products before the point of purchase. Provided support to Shift Supervisor and Store Manager in training new hires on the day-to- day operations and maintenance duties on the floor.