Sean Gregson-Hershner Email & Phone Number

・Manage and update a multilingual help center and macro database in ten languages, keeping content accurate and up to date with feature changes, regional policy differences, and global policies.・Work with an international team across different time zones through an online messaging platform (Slack) to make sure help center and macro updates are rolled out in multiple languages.・Independently updated all help center and macro content in Spanish, ensuring everything was clear and consistent.・Using translation platforms like deepl.com, monitor regional macros to ensure their accuracy with global policies.・Provide guidance to support agents with escalation cases globally.・Using data driven surveys, identified and fixed points of improvements in macros. Review and sort feedback from support agents on macros, fixing issues with the content or coaching agents on proper procedures.・Collected and analyzed feedback from support agents through data-driven surveys and excel formulas, helping to improve macros and fix content issues as well as using individual responses to identify agents that lack certain knowledge to then train them.・Utilize basic programming and image editing tools to enhance the design and user experience of the Help Center.

・Respond to customer emails in English and Spanish for over 50 countries, resolving inquiries and managing elevated complaints to ensure satisfaction.・Develop and implement marketing campaigns targeting Latin America and global audiences, collaborating closely with the Brazil marketing leader.・Oversee all Spanish translations for the customer support department, maintaining accuracy and consistency.・Lead cross-functional projects spanning growth and marketing, including translating a weekly newsletter from Portuguese to Spanish, migrating multilingual email campaigns to a new platform, and optimizing macro databases.

・Provide individual English instruction to adult learners worldwide, addressing diverse needs such as conversation practice, professional development, exam preparation, and essay composition.

Alajuela, Costa Rica

・Directed a team of 5-10 staff in cultivating, harvesting, and selling coffee berries to a local cooperative, ensuring high-quality yields and efficient operations.・Supervised the construction and rental of a house, with plans for expansion into additional cabins to support long-term growth and revenue generation.・Designing and implementing a permaculture agroforestry on half the property, while spearheading a reforestation project in partnership with the Ministry of Agriculture on the remaining acreage (13 acres in total).・Developing strategies to create a self-sustaining property supporting 10-15 residents, providing food and water resources, and establishing the site as an agricultural education center for Costa Rican farmers.

Oaxaca De Juarez, México

・Managed end-to-end production and distribution, from sourcing wholesale ingredients to placing products in local health stores and coffee shops.・Worked with a designer and marketing professionals to strengthen brand identity and optimize promotional efforts.・Developed and crafted chocolate bonbons with natural, healthy fillings, ensuring quality and appeal to health-conscious consumers.・Innovated recipes, combining artisanal techniques with chemistry principles in a creative use of natural ingredients.

Tehuacan, México

・Taught English and Morphology to secondary and high school students, leading engaging lessons for groups of 5 to 25 students aligned with the International Baccalaureate curriculum.・Incorporated creative approaches, such as global events, material they were learning in their science classes and singing songs with relevant grammar while I accompanied on my ukulele, to enhance student engagement and retention.

Washington Dc

・Organized nine-day programs for 80-100 high school students worldwide, focusing on forensic science and leadership.・Managed all aspects including programming, coordinating, budgeting, hiring, and training.・Maintained relationships with field experts and directors of forensic science institutes such as FBI Headquarters, Quantico, Bureau of ATF, and Department of Forensic Science in order to have guest speakers and field trips.・Supervised a staff of 10-16 and ensured the safety and satisfaction of 350 high school students annually.・Handled conflicts and emergencies involving students, parents, faculty, and guest speakers.・Wrote a detailed guide documenting what worked, what didn’t, and ideas for improvement to help future program directors streamline and improve their programs year after year.

Washington, Dc

・Created and managed 8-12 crime scene simulations for 10-12 groups of high school students (60 students per session), providing hands-on experience in various forensic science careers and their day-to-day responsibilities.・Taught and managed a staff of 10 to execute various roles needed to accomplish the simulation from crime scene to court hearing. ・Taught a class on forensic science jobs, how to process a crime scene, analyze evidence and create a case to convict a criminal.・While in this role, I and two colleagues completely updated the conviction portion of the simulation in order to better align with how expert witnesses are used in court hearings so that the students had a better understanding of the legal aspects forensic science jobs are obligated to perform. ・While in this role, I placed all possible evidence that could ever be asked for into a database in order to streamline the process of partitioning lab results to the various crime scene teams. This removed the need for two assistants.