Tasha Holsapple Email and Phone Number

• Led the Program Management function within the Health Product team, with one direct report• Facilitated cross-functional collaboration and projects focused on health reports based on polygenic risk scores• Continued to manage design control project management and served as SME for design control and associated processes in internal and external audits

• Led the Project Management function within the Product Science team, with one direct report• Served as SME for design control and associated processes in internal and external audits• Drove cross-functional process improvement efforts to better define internal/external requirements around design control, labeling, analytical validation, and risk management, and implement effective processes to meet them• Continued to manage complex design change projects related to health report development and updates

• Managed design change projects to support 23andMe health report development while meeting evolving regulatory requirements and goals• Liased with stakeholders to ensure cross-functional alignment and timely execution of projects• Facilitated design review and risk assessment meetings• Wrote, reviewed, and edited technical documentation including Standard Operating Procedures, Work Instructions, Design and Development Plans, Risk Assessments, and Product Specifications

• Launched a new offshore Billing Support team handling all billing and cancellation requests from Box customers - led training and evaluation efforts for new vendor• Overhauled support content to create a consistent customer experience across support channels and contact methods• Established metrics to track team performance and customer inquiry volume• Worked cross-functionally to enhance the online self-service functionality for billing and cancellation requests

Led a customer support team of 4: provided ongoing feedback on support quality, oversaw projects, facilitated career path discussions, and acted as an escalation point for difficult support inquiries. • Participated in strategy, decision-making, and resource allocation for the Customer Care team as a whole, and acted as a representative in meetings with other teams within the company. • Attended conferences and kit giveaways to assist other teams and provide in-person support to customers. • Gained proficiency with more advanced applications of Zendesk, JIRA, and Podio. • Assisted with the recruiting process: screening candidate writing samples/cover letters, conducting interviews, and providing detailed feedback.Concurrently, worked in a program management capacity with the 23andMe Healthcare Provider Program. Highly involved in designing program functionality, maintaining ongoing operations for provider registration, verification and orders, and overseeing the support channel. • Created content for landing pages, emails, newsletters, and printed materials, and assisting with evaluation and implementation of specific provider collaborations. • Regularly collected and presented metrics on program performance, and reviewed provider usage to ensure compliance with the terms of service.

• Answered customer inquiries about genetics, ethics, privacy, biology, and product use. Adhered to strict SOPs to protect customer privacy, and resolved complicated account access issues. • Supported customers by email, chat, and phone. Analyzed, distilled, and distributed customer feedback to internal teams to assist in improving the customer experience. • Assisted in training newer agents on all areas of support.

• Created game mechanics, design, business plan, and marketing for social gaming start-up

User Engagement/Channel Marketing• Developed social media strategy, newsletter articles and official blog posts.Business Development• Identified and reached out to leads for top app developers

• Founded and led a community for aspiring young writers of high school and college age• Created and led branches of the club in Sir Winston Churchill High School (Calgary, AB), Saratoga High School (Saratoga, CA) and UC Berkeley (Berkeley, CA)• Held weekly writers workshops to critique short stories and poems• Published and sold an annual anthology of the best of the year's work• Created and maintained a website to host content, facilitate peer editing, and display announcements and meeting agendas

Took and edited lecture notes for publication and sale online.

Part of a research team in the Political Science department looking at scandals and whistleblower laws in the United States.