Work experience

• Customer Service Manager

  Hewlett Packard

  2023.06-2025.01

  (2 years)

  • Spearheaded technical support and repair services for client computers, driving the team to rank in the top 3 district-wide. Had highest number of tickets solved in CMS per week (100+) • Replaced hardware components of various devices to fix fatal errors of computer parts • Improved business processes and customer metrics by implementing results-driven communication methods • Demonstrated deep knowledge by informatively selling hardware tailored to client business needs
• Senior Customer Experience Specialist

  Apple

  2021.04-2023.06

  (2 years)

  • Led performance on team, consistently resolving the highest number of tickets weekly (50+) in Zendesk/Jira • Ensured swift resolution and maintained excellent customer satisfaction by communicating with different teams and following up on troubleshooting issues • Trained Tier I engineers, solved Tier I escalations, and escalated issues to Tier III • Documented all troubleshooting steps and project milestones in Jira to measure progress and evaluate issues
• Customer Support Specialist

  PowerSchool

  2019.03-2021.03

  (2 years)

  • Had highest number of tickets solved weekly (70+) and quickest response rate on the team • Escalated issues that required further investigation from the Support and Engineering teams • Authored technical documentation for system administrators, enhancing onboarding and troubleshooting processes for new users, example: Getting Started on Schoology - For System Admins • Deployed virtual machines through VMware to test the VPN setup in a controlled environment before release • Configured Azure AD to support multi-factor authentication for VPN users, improving remote access security
• Development, Communications, Content Manager

  Under Armour

  2017.02-2019.03

  (2 years)

  • Raised over $10,000 via targeted campaigns which improved retention rates by 7% • Oversaw operations at events and delivered presentations contributing to organizational growth • Led projects to upgrade company network infrastructure, including switch and router replacements, which improved bandwidth and reduced latency by 25%
• E-commerce Associate

  Whole Foods

  2015.09-2017.02

  (a year)

  • Collaborated with web development teams to resolve e-commerce site issues and optimize product pre-orders • Managed 1000+ products’ sales data with Excel formulas, Google Analytics, Google Ads, CMS, and Photoshop • Prepared and automated data in Excel reports and measured effectiveness of campaigns

Educational experience

• Flatiron School, New York, NY

  Software Engineering

  2010.05-2014.05

  (4 years)
• New York University, New York, NY

  Information Systems Management ; Minors in Psychology & Communications

Languages