Assisting In the Web Development Jump start for Nashville Software School

Primary Focus: Immersive full-time software development bootcamp focusing on front-end development and UI/UX fundamentals. Multi-page application development with React and with a focus on modern ES6+ Javascript features and modular code using Visual Studio Code (VSC)Project management with issue tickets and GitHub ProjectsDatabase planning by building entity relationship diagrams (ERD) to define relationshipsUtilized JSX and React to create multi-page dynamic web applications using full CRUD functionalityStyled applications using CSSLLM prompting with ChatGPT 3.5 and ClaudeCompleted both individual and group project sprints while fully remote, comfortable with Slack, Zoom, GitHub Projects for group communication and collaborationDream Closet | Front End CapstoneDream Closet acts as virtual closet app where users can upload photos of their favorite outfits, tag that outfit’s season, and view their personal images. This project utilized JavaScript, React, HTML, CSS, Cloudinary, and Json. CRUD functionality was this capstones main focus.

Primary Focus: Advisor for the customer experience department to ensure each customer interaction is exceeding expectations.-Maintained customer profiles, including but not limited to private data i.e., prescriptions and insurance.-Assisted in the care of escalated customers regarding pain points and developed future workflows to resolve these points. -One of the advisors responsible for the training and shadowing of the new hires while on phone and email interaction to ensure confidence and knowledge while working with customers.

Primary Focus: Provide care as a victim advocate for Lyft users who were effected by traumatic events while on the platform. -Developed and managed 40 plus escalated workflows and their content to better service the team and our customers.-Certified as a victim advocate by the National Advocate Credential Program.-Leading content expert and trainer responsible for building and creating content and educating new hires to provide the best service possible.-Data expert responsible for reviewing thousands of cases and automating data pulling for senior leadership review.-Chosen as the Service Matter Expert to partner with LOC (corporate safety team), to build partnership workflow and ensure its success.

Primary focus: Repairing customer trust after poor experiences escalated to the Office of the President. -Selected for industry sharing safety program in partnership with the National Sexual Violence Resource Center’s Sexual Misconduct and Sexual Violence Taxonomy. Tasked to review highly sensitive and traumatic events. The findings were then reported globally in an effort to improve the way these cases are handled in the future. -Designated Expert in Customer Support Tiers 1-3, Fraud Escalations, Tax Escalations, and Lyft office of the president.-Recognized by leadership for exceptional de-escalation skills while working DRT/office of the president cases and calls.-Seamlessly transitioned into new projects while training and uplifting new team members as a subject matter expert and mentor across every line of business. Tasked with training 28 team members while simultaneously creating the processes for each new project.-Fostered cross-functional interdepartmental relationships between 10+ departments and their teams.

Primary Focus: Working directly with individual LOBs to develop and redesign their practices.-Worked on multiple “deep dives” for data essential to the rollout of new initiatives across the entire Lyft platform.-Worked closely with Lyft’s Insights & Analytics to diagnose and validate examples of engineering bugs, tasks, and gaps using JIRA.-Reviewed reported bugs from Lyft users then formatted and presented the issues to the Product team for priority review and resolution.-Used outside-the-box thinking while partnering with Lyfts Product team to develop and refresh customer-facing language making it easier for the user to navigate and for the customer facing teams to resolve for our customers.

Primary Focus: Handling and reporting sensitive safety issues while protectingcustomers.-Provided compassionate customer care when handling severe safetysituations.-Assisted in the training of new agents while on the call floor.-Assisted in interviewing for all customer-facing roles in Safety and Support-Sought opportunities to contribute, learn, and share knowledge with allLOBs.-Supported and motivated co-workers to build trust and provide supportduring difficult cases with sensitive subject matter.-Able to clearly articulate customer needs while providing excellent service.