RESUME

Work Experience

Bank Shot                                                                                                                                                      April 2022 - Present

TECHNICAL SUPPORT SPECIALIST / PRODUCT SUPPORT SPECIALIST

  • Use company portal data to identify and surface product insights and trends from user interactions.

  • Improve internal and external product documentation using Confluence to optimize product resolution workflow.

  • Use Confluence to develop training resources and troubleshooting guides for internal and external use.

  • Use email, phone, and CRM support channels such as Zendesk and HubSpot to manage and automate product and customer support inquiries and technical requests.

  • Demonstrate product knowledge and customer service skills to provide technical and non-technical guidance to solve product related inquiries and problems.

  • Increase customer retention by maintaining customer satisfaction and advocating for customers through product optimization requests sent to the development team.

  • Assist development team with technical configuration, product integration, and implementation.

  • Facilitate product demos for sales, product, and customer success teams using virtual conferencing software such as Zoom, Google Meet, and Microsoft Teams.

  • Use project management tools such as Jira and Basecamp to keep track of status updates in Agile FinTech SaaS Work Environment.

  • Used Zendesk support ticket data to identify customer gaps in product knowledge and guide content creation.

  • Used Zendesk support ticket data to identify product support and software KPIs.

  • Worked in cross-functional teams to collaborate with subject matter experts to assess customer needs and improve customer experience.

Outschool                                                                                                                                                 June 2020 - April 2022

E-LEARNING DEVELOPER / ONLINE TRAINER  / ONLINE INSTRUCTOR

  • Used e-learning authoring tools such as Articulate Storyline 360, Adobe Illustrator/Affinity Designer, PearDeck, Zoom, Procreate, and Notability to create effective and engaging learning solutions for self-paced and instructor led training.

  • Trained over 2500 students, delivered over 500 Virtual Instructor Led Training Experiences, and earned over 500 Positive Customer Reviews.

  • Used Affinity Designer, AdobeSpark, CanvaPro, and Microsoft Office to develop 6th-12th STEM curriculum.

Teachers Pay Teachers                                                                                                                                   Jan 2019 - Present

INSTRUCTIONAL DESIGNER / CURRICULUM DEVELOPER

  • Remotely answered customer product inquiries through phone, online chat, and email.

  • Resolved customer issues remotely through email and online chat.

  • Designed and secured educational resources using software such as Affinity Designer, PowerPoint, and Adobe Acrobat Pro DC.

  • Used social media to increase traffic to online store and increase sales.

  • Used SQL to create databases and run queries to perform data analysis. RDBMS used is PostgreSQL.

  • Explained technical subject matter to non-technical audiences

SANDY CREEK HIGH SCHOOL                                                                                                    July 2019 – December 2019

CTAE HIGH SCHOOL ENGINEERING TEACHER/ TECHNICAL TRAINER / LMS ADMINISTRATOR

  • Trained students how to operate machine tools and instruct students on engineering practices and manufacturing techniques.

  • Maintained engineering lab equipment and regularly perform quality and functionality assessments. Requisition new hardware and software as needed.

  • Trained students how to conduct maintenance and troubleshooting of equipment.

  • Prepared and delivered lessons to students on engineering topics such as the engineering design process, thermodynamics, fluid mechanics, circuit analysis, and engineering materials.

  • Trained students how to use CAD and EXCEL software (SolidWorks/Autodesk Inventor/Microsoft Excel).

  • Established professional relationships with local engineering companies and organizations.

  • Created instructional manuals to operate manufacturing equipment.

  • Answered complex questions regarding manufacturing equipment.

  • Trained students in Algebra, Algebra II, and Precalculus concepts.

  • Demonstrated strong interpersonal skills while working with students and faculty members.

BAY CREEK MIDDLE SCHOOL                                                                                                      September 2018- May 2019

6TH- 8TH MIDDLE SCHOOL MATH TEACHER

  • Developed and prioritized short and long-term instructional objectives based on district 7th Math AKS curriculum.

  • Analyzed student work and assessments to determine instructional needs.

  • Prepared written lesson plans to support instructional objectives of the 7th Math AKS curriculum for all students.

  • Monitored behavior and provided appropriate feedback to students.

  • Organized and arranged classroom to facilitate learning.

PAUL DUKE STEM HIGH SCHOOL                                                                                          August 2018- September 2018

CTAE HIGH SCHOOL ENGINEERING TEACHER

  • Trained students how to operate machine tools and instruct students on engineering practices and manufacturing techniques.

  • Maintained engineering lab equipment and regularly perform quality and functionality assessments. Requisition new hardware and software as needed.

  • Trained students how to conduct maintenance and troubleshooting of equipment.

  • Prepared and delivered lessons to students on engineering topics such as the engineering design process, thermodynamics, fluid mechanics, circuit analysis, and engineering materials.

  • Trained students how to use CAD software (SolidWorks/Autodesk Inventor).

DODGE COUNTY HIGH SCHOOL                                                                                                      August 2017- May 2018

9TH - 12TH HIGH SCHOOL MATH TEACHER/ SAT AND ACT PREP TEACHER

  • Assisted in SAT/ACT preparatory course curriculum development.

  • Conducted individual and classroom tutoring sessions on a regular basis.

  • Instructed and facilitated STEM Research course where students learned principles and conducted projects pertaining to programming, SolidWorks, robotics, bridge, and vehicle design.

  • Instructed and facilitated Geometry course where students learned and applied Euclidean principles on assessments.

REAL IMPACT GIRL POWER SUMMER STEM CAMP                                                                                                 July 2017

STEM CAMP COORDINATOR/ COUNSELOR

  • Instructed and guided students on simple circuit analysis, design, and construction.

  • Introduced students to electronic textiles design principles and guides students how to develop soft circuit accessories.

  • Established and enforced rules for behavior and maintaining order in the classroom.

MERCER UNIVERSITY SUMMER STEM CAMP                                                                                                          June 2017

STEM CAMP COORDINATOR/ COUNSELOR

  • Instructed and guided students on simple circuit analysis, design, and construction.

  • Instructed students on bridge engineering design principles and supervised students’ projects.

  • Instructed and guided students how to assemble circuit boards and program microcontrollers and Arduino Genuino Unos

  • Introduced students to vehicle design principles and supervised students’ vehicle construction projects.

  • Established and enforced rules for behavior and maintaining order in the classroom.

ADVANCE AUTO PARTS                                                                                                                             Jan 2015- May 2016

SALES ASSOCIATE

  • Provided customer facing support and answered product related inquiries.

  • Provided GAS3 selling experience for DIY customer visits and phone calls.

  • Achieved personal sales goals and collaborated with team members to help the store reach its sales goals.

  • Provided DIY services including battery installation, testing, wiper installs, etc.

  • Maintained store product and operational standards.

  • Responsible for inventory processes including truck put away, shoot outs, cycle counts, Back stock, etc.

  • Maintained Store Cleanliness including floors, bathrooms, facing, dusting, and parking lot.

  • Performed General stocking including truck stocking and back stock

  • Safely delivered parts to customers as needed.