{Profile}

{CX Roles}

January 2018 – Present

Clubhouse Software
Customer Experience (Remote)

June 2015 – January 2018

ProTrainings
Customer Happiness Hero (Remote)

August 2014 – November 2015

Customer Advocate and Consultant (Remote), ModSquad

{Education}

2008 – 2011

University of Denver
Bachelor of Arts, Communication Arts

2017 – Present

KCS Academy
KCS v6 Fundanentals Certification

{Skills & Specializations}

Customer Support And Experience

My primary role as a support professional is to provide personalized, empathetic help to customers. I’ve worked with customers at all levels, from end-users to enterprise clients. I’m comfortable providing support in a variety of contexts — via phones, chat, email, and social media — as well as in a variety of industries, having worked in the Software as a Service (SaaS), retail/commerce, education, and military/government industries.

That help can come in the form of making everyday tasks easier, such as signing up for a service or changing a password, or in resolving more advanced blockers, such as troubleshooting and triaging bugs. Often users just need help understanding the product I support; in those cases, I guide them through using a feature, setting up an integration, or optimizing their workflow.

I value curiosity and kindness. I actively seek to understand users’ needs and act as their advocate in communicating pain points and feature requests, and to collaborate effectively with other teams to create a better customer experience.

Often users just need help understanding the product I support; in those cases, I guide them through using a feature, setting up an integration, or optimizing their workflow.

Operations

It’s important to me to support my internal team just as I do my external customers. For me, this has meant training new employees (whether they’re a new support agent or an addition to another team) on the product so they can jump right into their work. It’s also meant writing and maintaining macros and documentation to improve efficiency and knowledge company-wide.

I’ve also always enjoyed creating and optimizing processes for my internal teams to use to work better and faster for customers. I’ve written guidelines for engaging with customers over social media, for contributing to knowledge bases, and for hitting just the write brand voice when talking to customers.

I’ve set up automations like Answer Bot by Zendesk, track and tweak its performance, and provide monthly reporting on its function, as well as for the Help Center in general.

Knowledge Base Management and Technical Writing

In addition to helping users directly, the Support field offers many opportunities to focus on specific aspects of the customer journey. I specialize in product documentation and customer education.

  • Planned and managed a successful campaign to update and optimize 80% of our external knowledge base (Clubhouse Help Center) to make it easier for users to find and read information about Clubhouse.
  • Create graphics, GIFs, and videos to document and demonstrate Clubhouse features for internal and external knowledge bases and marketing materials.
  • Contribute to both internal knowledge base and Clubhouse Help Center, documenting features and writing FAQ, how-to, and best practices documentation.
  • Managed, wrote, edited, and updated ProTrainings’s customer-facing and internal help documentation; consulted with multiple ProTrainings departments regarding their needs for knowledge base content.
  • Consulted on the best support and knowledge base software solutions to meet ProTrainings’s evolving needs.
  • Set up software analytics reporting and help centers for enterprise clients through Mod Squad.

Onboarding And Success

Introduce new users to Clubhouse, explaining product features and the user interface.

Present customer webinars on how to get started with and use Clubhouse.

Provided personalized support and onboarding for corporate ProTrainings customers, acted as first-lines group sales and onboarding to small- and medium-sized companies.

Writing and Marketing

  • News and academic writing, knowledge of AP, Chicago, MLA, and APA styles.
  • Digital and social media (website, email, blogs, Twitter, Facebook, etc.).
  • Print/web publications: presentations, brochures, posters, newsletters, factsheets.
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