Ali Berman Email & Phone Number

San Francisco, Ca, Us

Support feature release enablement for customer-facing teams at Slack.

San Francisco

San Francisco

San Francisco

User Services:- Advocated for Twitter users by providing insight and suggestions to product and engineering teams based on user feedback.- Created streamlined and targeted ticket submission channels based on ticketing analytics and success metrics.- Collaborated with User Services engineering team in identifying and executing automation applications.- Coordinated with cross-functional teams as agent team lead on account access and account restoration improvement projects.- Participated in Agile Project Management, with a focus on writing and content-related tasks.- Reported bugs and tracked progress of resolution using JIRA and participated in weekly meetings with PMs and engineering managers to prioritize bug fixes.Support Documentation:- Wrote and edited help center articles and ticketing macros as new features were released and existing features were updated.- Maintained relationships with PMs to ensure help center content was updated in real time with product and feature releases.- Created, implemented, and managed process for content additions and edits, both for help center articles and ticketing macros.- Trained new writers on quality content creation.- Consistently reviewed help center content for quality assurance in accordance with guidelines set forth by internal Trust and Safety teams.- Reviewed article analytics (unique pageviews, tickets submitted per article, etc.) to identify changes needed to elevate help center experience.- Assessed individual article performance based on user feedback/satisfaction and highlighted improvements needed.- Identified and submitted priority help center articles for translation. - Collaborated with editorial team to develop the voice of the help center and article content guidelines.

San Francisco

- Managed and coordinated scheduling of a customer support staff of 15 and client services team of four.- Developed and trained agents on customer support best practices.- Created and maintained client onboarding and training materials.- Conducted on-site training for venues.- Wrote biweekly, client-facing feature release newsletter.- Responsible for setting up both the client-facing and customer support help centers and developing content for both.- Maintained relationships with venue managers, box office staff, and promoters, as well as third-party ticketing providers, vendors, and call center managers.- Collaborated with engineering leads and product managers on new features.- Participated in on-site management of ticketing at festivals and other events.- Established company social media presence.

San Francisco

- Production Management: official representative for Noise Pop at festival shows, worked in conjunction with venue management to ensure a positive experience for bands, venue staff, and festival attendees.- Responsible for calculating payments and settling with bands each night of the festival.- Volunteer Coordination: oversaw and directed festival volunteers.- Sponsorship: worked in conjunction with festival sponsors at venue sites to establish sponsorship presence.- Content Management: updated and maintained official Noise Pop Festival Twitter, Flickr, and SayNow! accounts.- Aided in screening band submissions and contacting bands.

- Developed and maintained professional relationships with major and independent labels and distributors.- Online & print marketing: campaigns for bands/artists, maintained close relationships with publicists and label marketing managers.- Maintained band/ artist websites, including but not limited to artist home pages and Facebook/ Twitter/MySpace accounts.- Artist Relations: worked closely with bands & artists to develop a viable web presence. - Research & Development: researched music-related start-ups and new platforms for enhancing band/artist careers.- Tour Management: developed relationships with venues & venue production managers, advanced performances with promotional material and served as liaison between bands/ artists and venues.- Radio Promotion: worked closely with radio station managers and program directors to set up radio station interviews & performances for bands/artists.- Music Licensing: fielded licensing requests on behalf of bands/artists and maintained regular interactions with music supervisors & music licensing companies.- Merchandise: oversaw merchandise creation & production, cultivated relationships with vendors and designers to produce quality product.- Arranged travel for bands/artists as well as artist management employees.- Tour Marketing: researched tour markets for targeted advertising, flyering, street team workers, and general promotion of band/artist shows.- Street Team Management: worked with street team leaders and tour promotion departments at labels to ensure adequate coverage of tour markets.- General Office Duties: fielding phone calls, label correspondence, & basic accounting using Quicken.- Press: organized press clips & articles for use in band/artist press kits.

- Licensing: regularly selected and submitted songs for licensing use in television and film projects.- Website: responsible for updating website content with news items, artist information, and tour dates. - Newsletter: created & monitored success of quarterly label newsletter.- Production: monitored, maintained and reordered inventory, worked directly with distribution company and CD manufacturers.- Basic accounting using Quickbooks, including invoicing, entering and paying bills, and creating reports as needed.- A&R: responsible for vetting band demos and inquiries sent to the label for consideration.

- Researched music news stories using band, label, and venue websites.- Assessed trends & breaking news within the music community.- Fact-checked sources and verified the validity of news articles.- Followed strict deadlines while maintaining accuracy and cohesiveness in reporting.- Employed creative writing skills in composing entertaining yet informative music news items.- Worked directly with Editor-in-chief to develop and establish new site content.

- Adjudicated Social Security benefit claims for disability determinations.- Analyzed medical, psychological, and vocational reports to establish decision on claims.- Managed an average case load of 75-100 claims.- Maintained a 99.9% accuracy rate on final determinations.- Trained employees in new technological systems and claims practices.- Provided customer service and consultation to disability claims applicants.- Engaged in interpersonal written and verbal communication with medical, legal, commercial, and government professionals.- Participated in voluntary enrichment programs to improve knowledge of disability claims practices and applicable medical conditions.

Ba With Honors, Anthropology

Biology/Pre-Med