Managed an agile product support rotation representing six engineering teams with bi-weekly scrum meetings and retrosTriaged and resolved over 1500 internal and external product and developer support tickets per year to address bug reports and user experience or admin pain pointsDeveloped and shipped 60+ new features and workflows in Ruby and JavaScript within Reverb's core admin app and Zendesk integrationWrote 100+ unit tests in RSpec for admin and backend features and scriptsCreated over 50 custom Zendesk email automations with Liquid templating, dynamic content, and translations into six languagesActed as a liaison between 6-8 product engineering teams and customer experience stakeholders supporting the front lines chat & phonesAnalyzed site logs and dashboards in Datadog, Sentry, and other monitoring software to track down and resolve bugs including over 30 high-severity production incidentsDeveloped over 35 different macros for customer experience agents troubleshooting technical issues with users, reducing inbound cx bug tickets by over 50% in three years

Developed decibel.com from a twelve year old Yahoo site into a modern Shopify storefront with over 250 productsGenerated +100% increase in online and marketplace sales in a two year period (eBay, Reverb, Audiogon, Shopify) by templating new and used productsManaged deciBel's SEO, app integrations, and social presence (Instagram, Google Maps, etc) to drive in-store traffic via targeted promotions leading to 30% revenue increases year over yearHandled in-person and remote support for customers on vintage audio equipment shipped all over the world, including technical troubleshooting and post-sale support for hundreds of orders per yearSupported custom install clients with streamlining and troubleshooting of audio, visual, networking and security components for major Chicago hospitality groups such as One Off and Boka Group