Ren Gomez Email & Phone Number

Bellingham, Wa, Us

As Supervisor for our QA team, I get the joy of bringing a dedicated member to join me as we expand our impact across the support department, providing insightful coaching and feedback in a safe environment.Our goal is to drive customer satisfaction for every single interaction!

As the first Support Conversation Coach at Articulate, I have the honor to help our support team maintain a consistently high level of quality as we help our customers.With a focus on constructive coaching, my aim is to help people grow, not catch mistakes. I blamelessly assess customer interactions and provide actionable feedback to keep the team humming along. I also analyze performance across the support team to help identify areas of improvement around training, processes, and personal development.

As Supervisor, I served the Customer Happiness Team as we provided friendly, empathetic guidance to our customers via the E-Learning Heroes community forum, chats, and email.I empowered my team through personal coaching and team engagement, building authentic trust along the way. I also helped maintain support for our social media channels, relayed critical status updates on our status page, and guided tricky customer conversations with diplomacy and thoughtfulness.

Customer-focused and committed, working on the front lines of support woke me up in the morning! I provided support to our customers and advocated for their needs.I worked as a community moderator in our E-Learning Heroes forum providing technical support while also giving coverage for live chats and emails. I also tracked and gathered evidence to propose bug prioritization and feature requests. Aside from my core duties, I also gained experience providing resources for our customers through article writing and presenting live webinars on relevant e-learning topics.

Gaining exposure to the e-learning industry ignited a desire to completely focus on course building. Never before have I experienced a group of people so willing to share knowledge and tips to successfully navigate the world of e-learning!With the incredible, easy-to-use products that Articulate offered, I found the opportunity to work on a variety of projects that honed my skills in building courses for: • Soft-skills training with scenario-based activities and quizzes scored with points • Systems training for Microsoft Office products using Storyline and Camtasia • Disaster preparedness with Section 508 accessibility requirements • Retail security training with interactive gaming elements

Houston, Texas Area

Having started at SCI as a Tax Accountant II, I gained new responsibilities when I realized a career-long passion for technical support. By showing initiative and taking on lead roles in implementing Oracle Cloud Fusion, I broke into tax technology support by creating step-by-step how to's and contributing to department-wide training. I also helped colleagues through one-on-one support and performed testing and bug management on a monthly basis to keep things running smoothly.