Sandra Adams Email & Phone Number

1.Serve as a daily point of contact for customer’s complex inquiries, troubleshoot and resolve technical issues while prioritizing and providing timely and effective solutions to ensure customer satisfaction. I advise customers on strategies and solutions that meet their needs.2.Collaborate with cross-functional teams: Work with internal teams such as sales, engineering, customer success and product teams, and resolve complex issues, and provide customer feedback on product improvement. I perform this while ensuring alignment between everyone involved.3.Customer relationship management: Build and maintain strong relationships with customers by understanding their needs, articulate technical concepts in a concise manner, and design and deliver technical solutions.4.Escalation management: Handle and escalate critical issues when necessary, track and monitor escalated cases to ensure timely resolution, and provide regular updates to customers and stakeholders.5.Mentorship: Through my interpersonal skills, I demonstrate my conceptual knowledge and leadership by taking initiative in providing guidance and coaching to new and junior team members, assist in their professional development, and conduct onboarding training for both my colleagues and customers to improve their understanding of WalkMe’s products and features through video trainings and knowledge base articles. 6.Ticket management: Utilize ticket platforms Salesforce and JIRA. I identify and prioritize multiple tickets, ensure timely resolution and closure of tickets, and maintain accurate case records and customer communication in the ticketing system.7.Troubleshooting: Troubleshoot and research the technical issues in a systematic approach through different means and tools across multiple operating systems. I attempt to reproduce the issue by duplicating and writing HTML/JavaScript/CSS code in internal environments, use API commands, and utilize data driven tools and other internal monitoring systems.

Phoenix, Arizona, United States

1. Main employee in the contracting department that communicates directly with premier clients.2. Update, maintain, and modify contracts and associated documentation, processing, and communicate changes.3. Make and follow up with daily tasks to ensure the progress of client satisfaction

1. I have acted in: In the Time of the Butterflies, Metamorphosis, A Murder is Announced, Macbeth, Dracula, The Attempted Murder of Peggy Sweetwater, 11 Variations of Friar John’s Failure, and others.2. I participated in the Yonsei University English Society club (YES) for the fall semester of 2016. It was an English/Korean student musical theater club. We performed Grease the musical.3. I have also written, directed, and produced a play, “Back Home”.4. Learned how to work backstage with construction, lights, sound, and costumes.5. Co-Wrote, directed, and performed the skits for Westside Public School’s district bullying preventionmonth.6. Mentored underclassmen in acting both in high school and college.

Mapo-Gu, Seoul, Korea

1. Received the Benjamin A. Gilman International Scholarship to intern at Better World organization to lead 50 U.S. students.2. Prepared, organized, and executed the program through managerial projects and tasks.3. Used critical thinking to plan, recruit, and assist with alumni participation. Prepared and delivered detailed presentations to demonstrate Korean language, culture, and challenges.4. Ensured student progress in language and cultural classes by setting goals, monitoring the progress, providing resources and implementing any necessary assistance.

Associate Of Science - As, As Engineering Aerospace Astronautics

B.A., International Relations And Affairs

Activities and Societies: * President of the Hall Council Committee for one of the three freshman dorms - held meetings and organized.

Education record

I studied abroad at Yonsei University for the fall semester of 2016 through CIEE. In addition to regular classes, I took Korean language.

Education record

One of the fifty students to receive the National Security Language Initiative for Youth (NSLI-Y) merit scholarship program.

Education record

One of the thirty-five students to receive the Critical Language Scholarship (CLS) merit program with the Department of State.

Education record

Activities and Societies: * National Honor Society * International Thespian Society (National Thespian Rank) * National Society of High.

Education record

Skills further enhanced: lobbying, grassroots organizing, community involvement, professional advocacy, legal activism, public policy.