Work experience

• Customer Support Specialist

  8x8, Inc.

  2014.10-Current

  (11 years)

  Communication and Collaboration solutions as well as Customer success and support.
• Corporate Executive Relations

  Apple Inc.

  2011.02-2012.01

  (a year)

  Corporate Executive Relations is the essential link between Apple customers and Apples executive team, Public Relations, Investor Relations, Apple Legal, and Sr. Director of Customer Care in solving complex, sensitive issues. Responsible for damage control, customer recovery and retention.
• Technical Project Coordinator

  Apple Computer

  2009.02-2010.02

  (a year)

  Supported the iPod/iPhone engineering readiness team on technical projects in support of Early Field Failure Analysis and First Article of Inspection processes.
• Customer Support Specialist

  Palm Inc.

  2005.09-2007.12

  (2 years)

  Managing operational practices in call center settings to optimize customer experience.Optimizing call center policies & procedures to guide staff & achieve consistent outcomes.Analyzing customer feedback to identify, define, and implement appropriate procedural changes and address product quality issues.
• Escalation Specialist

  Palm Inc.

  2002.01-2004.01

  (2 years)
• Logistics Specialist

  Hewlett Packard

  1993.01-2001.01

  (8 years)
• Process Supervisor

  Hewlett Packard

  1989.01-1993.01

  (4 years)