Work experience

• Engagement Care Supervisor

  Tangelo

  2024.05-Current

  (a year)

  1 year 9 months October 2023 - May 2024 (8 months) - Built and maintained strong relationships with key customers, serving as their primary point of contact - Analyzed customer data and feedback to identify opportunities for improvement and product enhancements - Implemented a tracking system to monitor the effectiveness of playbook strategies, enabling real time adjustments and continuous improvement - Maintained accurate patient records and confidential information, adhering to HIPAA guidelines - Conducted assessments to determine patient needs and developed care plans accordingly - Collaborated closely with Product Manager to test and evaluate new features and enhancements within the product - Identified and documented product issues, bugs, or usability concerns, and communicated them effectively to the development team - Successfully trained and managed a team of contractors specializing in Tier 1 and Tier 2 support, ensuring their alignment with company policies and quality standards
• Customer Success Associate

  Tangelo

  2023.07-2023.10

  (4 months)

  - Developed comprehensive documentation including workflows and SOPs for customer success team - Collaborated cross functionally between teams including Registered Dietitians, engineers, and product to streamline new processes - Evaluate process, identifying areas for improvement and implement changes to optimize efficiency for each existing processes to develop playbook for onboarding new hires and customer success team - Participated in daily stand ups and calls with other support teams, ensuring support teams are in sync and resolving issues more effectively - Regularly engaged with customers to provide updates, gather feedback, and address any concerns, resulting in high levels of customer satisfaction and retention
• Client Services Coordinator

  EON

  2022.05-2022.09

  (5 months)

  - Manage tasks and client operations on the EON product cloud and assistance as it pertains to clients including marketplace partners - First line of communication for Client Product Support and coordinates across the organization to assess, escalate, and resolve client issues Smart, connected products are transforming competition in retail, redefining how customers buy, sell, own and connect with products. EON is retail’s leading Product Cloud, the enterprise software solution for digitizing and connecting physical products. With Digital ID powered by EON, brands connect directly with customers to deliver new sales, services, and sustainability and to profitably scale circular, data driven business models. In partnership with industry leaders, EON developed the Circular Product Data ProtocolTM - the global language for products in the circular economy. The protocol enables data sharing essential for scaling resale, rental, recycling, and more.
• Client Product Associate

  Accenture

  2021.10-2022.05

  (8 months)

  - Served as Facebook Ads Product Technical Analyst on the Business Product Support Team - Triaged over 250 product related cases per moth and maintained optimal daily productivity depending on ticket demand - Served as interim trainer and trained over 5 product analysts across 3 regions - Discerned product confusion from bugs, identify solutions, and advise the ads team to accomplish the sales team advertisers desired outcome - Effectively and concisely communicate resolution, technical resolution, workarounds, or product confusion to the sales team - Investigated and prioritize advertising issues, escalated to a specialist when issues fall out of analyst scope - Partner with product support group analysts and specialists to identify solutions to advertising bugs and product confusion - Had the opportunity to train new onboarding group and new team members shadowed the cases that I handled in real time

Educational experience

• University of California, Davis

  BS, Biology/Biological Sciences, General
• De Anza College

  AAS, Liberal Arts and Sciences/Liberal studies
• University of California, Davis

  Public Health

Certificates