Ralph Daub Email & Phone Number

White Salmon, Wa, Us

▶ Resolved complex issues with API, workflow, and automations with thousands of SaaS applications, ensuring swift resolution to highest paying accounts.▶ Successfully resolved issues and unblocked key accounts, contributing to over $500K in ARR (Annual Recurring Revenue), directly enhancing customer retention and satisfaction.▶ Consistently achieved a Customer Satisfaction (CSAT) rate of 90%+, demonstrating a relentless commitment to delivering exceptional customer experiences.▶ Maintained a 95% Quality Assurance (QA) score across all support interactions, ensuring the highest standards of support and reinforcing trust in our brand.▶ Led incident management for critical issues, impacting thousands of users. Provided timely and proactive updates to customers and stakeholders.▶ Collaborated in the development and implementation of innovation solutions to internal processes, including a dynamic RPD Calculator and "Out of Office" bot.▶ Implemented personal AI and automation solutions leading to a reduction in Average Handle Time by 50%.

• Landscape, wilderness, and adventure photographer• Published on the Alpinist magazine and Mazamas bulletins

Portland, Oregon Area

▶ Consistent high performer, exceeding expectations in KPIs.▶ Assisted QA team through the Helper Wanted and Senior UpTime projects, quicklyramping up and thoroughly following Test Plans.▶ Surfaced issues and resolved them through cross-team collaboration, avoidinghundreds of customer inquiries per month.▶ Participated in an internal Code Camp with select advisors and delivered a working browser extensionusing Javascript, HTML, and CSS.▶ Coached team members on investigating and troubleshooting complex cases.

Portland, Oregon Area

▶ High Performer in Quality metrics. Personal emphasis on high quality, accuracy,ownership, and well-documented notes.▶ Maintained high level of support with increasing performance in KPIs▶ Team-player and team-communicator, sharing knowledge in Slack channels.▶ Brought about ideas to initiate a Bug Bash event for Advisors in an attempt tocommunicate issues with the platform.▶ Surfaced unexpected behaviors of high impact, towards positive resolution.▶ Communicated a Pinterest integration issue overlooked by multiple teams andadvisors, helping to bring full resolution within 3 days.

Portland, Oregon Area

▶ Delivered world-class, personalized support that impacted tens of thousands of Firefox OS users across the world. Coordinated across product and support groups to advocate for the user.▶ Designed official training documentation for Firefox OS, available publicly, to be used by external user support personnel.▶ Coordinated and assisted volunteers across the world to create and localize technical documentation in English, Portuguese, Spanish, and Hindi.▶ Assisted with support agent training in Spain.▶ Analized Firefox OS user feedback and reported findings to stakeholders weekly.▶ Triaged and investigated bugs in response to feedback from users and the volunteer community.Reported findings to stakeholders.▶ Routed critical Firefox OS issues and early assessment to relevant QA and Product teams in theorganization.▶ Traveled to Brazil, Colombia, and Spain to assist with community engagement efforts, launch events, and external support agent training.▶ Participated and provided insights for an in-depth market research in Colombia.▶ Surveyed users and volunteers to gauge pain-points and contributor involvement in the supportoperations.▶ Identified gaps in solvability of support incidents and inquiries of Firefox OS.

Portland, Oregon Area

▶ Localized and reviewed dozens of support documentation on support.mozilla.org to Brazilian Portuguese and Spanish.▶ Strengthened Mozilla's volunteer community spearheading User Success efforts for Mozilla Brazil and Mozilla Hispano.▶ Multiplied the number of volunteers and key contributors in Brazil through local events.▶ Hosted weekly online meetups to boost community involvement and align our goals.

Hillsboro, Or

▶ Worked in a small team of three agents providing world-class support to millions of users in over 30 products in Yahoo! Brazil, including Yahoo! Mail, Yahoo! Mobile, Yahoo! Answers, and Flickr.▶ Handled a large volume of user contacts, under minimum supervision, while maintaining a high level of customer satisfaction and resolution rate.▶ Identified critical and rising issues, performed tests, troubleshooting, and relayed the information to engineers and managers in the US and Brazil.▶ Performed root-cause analysis by verifying technical facts and developing logical conclusions.▶ Worked closely with Operations Support Specialists from the US teams to promote collaboration.▶ Created standard replies, documentation, and self-help content to address new products, new versions, bugs, and critical issues.▶ Proposed and implemented an additional avenue of support for users of Yahoo! Brazil, via Twitter, making it the first non-English language at Yahoo! to be supported via Twitter.▶ Worked closely with the Product Managers, Marketing Managers, and Community Managers of Yahoo! Latin Americas and coordinated strategies for rising issues and future updates.▶ Identified process improvements for support, which were later adopted in the Americas.

Vancouver, Wa

▶ Monitored the integrity of complex software including Autodesk Inventor, Autodesk AutoCAD, and Bentley AutoPIPE, used by the mechanical, structural, piping, and electrical engineering teams.▶ Maintained an Autodesk Vault database of standard mechanical parts, to be used by the drafters in Autodesk Inventor. Created thousands of new parts and migrated the entire system to new versions.▶ Coordinated with management, engineering teams, and software programmers to develop new systems to automate crucial tasks. Assisted in the decision-making for purchasing specialized software.▶ Performed tests for software developed in-house. Communicated bugs, limitations, and desired features between the engineering teams and the software developers.▶ Assisted employees with CAD software usage and updates by phone, e-mail, and in person.▶ Created macros and scripts to automate various tasks in Inventor and Excel using Visual Basic.▶ Researched more efficient ways of using the various software and relayed this information to the managers and drafters in the form of a periodic user-group meeting.▶ Performed workstation set up, optimization, and troubleshooting.

Computer Science

Computer Science