As a founding member of the Developer Success Engineering team at Knock, I help developers fully leverage our platform—because building great product notifications shouldn’t be complicated. At Knock, we're dedicated to making communication between products and users more thoughtful and effective. I guide our developer community with expert advice and support, ensuring they can easily integrate our tools and deliver standout user experiences.

Continuing to support Gatsby Cloud users as we transition over to Netlify.• Troubleshoot, educate, and empower customers on Gatsby Cloud builds and hosting while maintaining a 98.16% CSAT• Drive cross-collaboration and influence product decisions through monthly reports reviewing data, analytics, and feedback from customer interactions• Create and audit internal and external documentation, increasing team knowledge while also reducing inbound support requests• Develop and implement a comprehensive Voice & Tone guide, enhancing team communication and ensuring a consistent and impactful brand representation

Acquired by Netlify.

• Investigate complex technical issues on the website builder editor, including integrations, debugging HTML/CSS/JavaScript, Duda API, eCommerce, and SEO while maintaining a 97% CSAT. • Recognized as the top performer in Q1 2022 with a 100% CSAT.

• Troubleshoot 5+ technical software and API integration issues weekly utilizing Django Admin, Python • Develop documentation and train company on project management tooling (Clubhouse)

• Update styled-components library (Storybook) with new animations• Create a Google Chrome web-extension modal to reduce 100% of downstream user errors• Add functionality to filter Twitter data by paid advertisements, providing a new, impactful data point for internal journalists to report on• Develop a dashboard to display a live feed of recently ingested media and update figures to provide real-time insight and data• Investigate and debug front-end web issues using a variety of tools, including browser dev toolsTurbine Labs tech stack: Typescript, React, Styled Components, GraphQL, Apollo, Postgres, Docker, Elasticsearch, Elixir, Kubernetes, GCP

Turing's front-end program is an immersive 7-month program with a project-based curriculum focused on Object-Oriented Programming concepts, Test-Driven Development, and data manipulation. Some of my projects completed during the program include:MyFlyBox - Group ProjectGitHub: https://github.com/my-fly-box/my-fly-box-ui• A virtual fly box for fly fishers to organize and keep track of their flies. Created with React Native and Redux.Run Local - Solo ProjectGitHub: https://github.com/rachael-t/run-local• Local running trail location app created with React, Router, React testing library, Jest, asynchronous fetching/testing.MEMO-ries - Group ProjectGitHub: https://github.com/rachael-t/memo-ries• An audio/visual memory journal created with React, React testing library, Jest, React hooks.Riverside Resort - Solo ProjectGitHub: https://github.com/rachael-t/riverside-resort• A resort management tool created with vanilla JavaScript, jQuery, fetch API, Mocha/Chai, Webpack, Sass (SCSS).

Project Coordinator - Large Scale Issues• Identify trends in payroll tax notices that impacted anywhere from 5 - 8,000 customers per issue• Research the root cause of these trends, and collaborate cross-functionally with Operations, Payments, and Engineering teams to resolve these issues• Create a new project management tool to organize issues & ensure compliance with tight deadlines• Communicate complex technical issues to a variety of audiences in an easily digestible manner through internal knowledge base (IKB) articles and email campaigns (MailChimp)• Successfully negotiate the abatement of assessed penalties and interest, including up to $87,000 in a single quarter• Host Post Mortem meetings with stakeholders across 5 different departments• Nominated for, and participated in, company leadership initiatives (Operations Excellence & Emerging Leaders Group) Tax Resolution Specialist• Research and resolve complex tax notices while providing exceptional customer service and maintaining a high CSAT• Work cross-functionally with multiple departments across the company to resolve issues as well as influence product change• Recognized as top performer for metrics (CSAT + time to first response + time to resolution) in CX organization during "End of Year", the highest volume time period for the company

• Maintain a CSAT of 90%+ via phone, email (Gmail, ZenDesk & Salesforce), chat interactions• Understand client pain points, communicate their concerns internally, and use their feedback to influence our product

• Manage client base of small to mid-complex clients regarding specific product questions.• Responsible for accurate payroll processing for client base and ensure that clients are utilizing appropriate procedures and compliance regulation.• Understanding of co-employment relationship.• Review of year-end checklist with clients.

• Effectively source and screen candidates, conduct on-sight interviews, and complete all documentation and billing requirements in a timely and efficient manner.• Develop client relations with managers to gather technical requirements, better understand business needs, budget limitations, and overall department functions.• Practice time management and sense of urgency in a fast paced, goal oriented environment.• Maintain a high degree of customer service.

Maintain volunteer and donor records, recruitment of county chairs, organize events and fundraisers, and conduct campaign research.

• Elected member of the chapter’s executive board and risk management team. • Serve as the chapter’s delegate on the University’s Panhellenic Executive Council• Educate National Panhellenic Conference agreements and bylaws to the chapter• Responsible for compiling and presenting a comprehensive report to the university on our chapter’s involvement, activities, and achievements for the 2012 calendar year

Provided courteous, friendly and efficient customer service through strong oral communication skills and the ability to problem solve. Performed accurate register functions while providing a clean and organized work environment. Also practiced selling techniques.

• Officiate youth soccer games for all levels, ages 8-19• Uphold and correctly administer the laws of the games, while working with other referees as a team, as well as with players, coaches, and parents in conflict situations