United States
Experienced customer advocate and educator always looking to learn new things and take on new roles in the education, science, and tech industries. Expert troubleshooter, communicator, question asker, and critical thinker. A history of working with customers, product managers, and engineers across multiple teams. Skilled in SQL, Python, Javascript, teaching, and managing groups of people.
Teacher Advocate • Provide timely support to global user base via Zendesk and in-product support forums; maintaining an above-industry standard Customer Satisfaction Score. • Coordinate with Engineering and Product Teams to develop and maintain product feedback loops • Diagnose and prioritize technical issues to Engineering and Product teams via JIRA • Utilize SQL to help determine severity of bugs and troubleshoot technical issues • Continually maintain and update the Customer Support resources including Help Center articles and automated replies Notifications and Parents Product Case Manager • Partner with Product Managers and Engineers to review technical specifications and QA upcoming features • Attend daily stand-ups and weekly sprint planning meetings to help guide development and direction for email, SMS, and push notifications, as well as Edmodo's parent product • Analyze new feature metrics and usage to product managers using data gathered from SQL databases • Analyze trends in transactional notifications using SQL and tableau dashboards
Chemistry Teacher Update and implement new science curriculum aligned to N.G.S.S. • Effectively manage classes of 50+ students working with science equipment • Differentiate classes for English language learning students • Implement new Advanced Placement Chemistry curriculum, leading to the first students passing at RHS Instructional Leadership Team/Science Department Chair • Elected by school leadership and peers to lead eight other science teachers • Set and manage data for schoolwide and department wide goals • Allocate and manage school resources • Coordinate staff professional development • Oversee assessment/curriculum implementation and data for department members Technology Coordinator • Manage technology resources for all staff members • Troubleshoot technology issues • Implement professional development for new classroom technology