Costa Rica
I recently joined Buffer as a Customer Advocate 🙌 I'll be updating this section after I've had some time to settle into the role.
As part of the Customer Happiness team for Memberful (a Patreon product), I took care of our email/chat support inbox, as well as various projects and areas of responsibility: * Assisted customers at every stage of their journey to help them succeed with our product and thrive as creators. * Educated leads on the capabilities of our product, as well as how it compares to other alternatives. * Investigated technical issues (API, Webhooks, OAuth, Caching, DNS, WordPress, HTML/CSS/JS issues, etc), minimizing escalations to product engineers. * Identified, documented, and investigated bugs. * Supported the Sales team as a technical advisor during Sales and CSM interactions. * Prepared monthly, yearly, and on-demand reporting for executive and company-wide visibility into support performance. * Continuously improved our documentation, from writing and updating articles explaining new features, to re-organizing the repository and contributing to our Style Guide. * Produced video tutorials and technical diagrams for our technical and non-technical documentation. * Identified key opportunities for updates to our product and advocated on behalf of the customer as our Product team triaged upcoming projects. * Established best practices, maintained team-wide saved replies and workflows, and optimized processes. * Configured custom domains for customers * Developed and maintained the CH browser extension, which analyzes customers’ websites to assist the CH team during investigations. Built on VueJS.
As part of the CE Ops team I had two main responsibilities: Carry out technical Tier 2 investigations as a Support Engineer and designing and delivering New Hire Onboarding training for CE hires. * Investigated technical Tier 2 escalations, debugging conflicts with how our tracking script interacted with the code on websites all over the internet. * Handled Tier 1 cases when necessary. * Assisted the Sales and Success teams as a technical advisor during Sales and CSM calls. * Offered guidance to Customer Experience team members about best practices, process optimization, and technical expertise. New Hire CE Onboarding: * Developed the curriculum, training materials, and video lessons to bring new team members up to speed on core CE skills and a solid technical understanding of our product. * Set up multiple different learning paths for different roles (All new hires across the company went through my training — including Executives). * Delivered the training as the lead trainer. * Continuously iterated and improved the training process.
I was brought into Harmony Projects to assist with the operations of their dozens of businesses, modernize tech infrastructure, optimize processes, and improve the productivity and communication of the team. I ended up working on a wide variety of different projects: • Served as the executive assistant to the managing director. • Optimized project management processes. • Developed strategies to improve company culture. • Automated processes, sometimes coding custom solutions. • Established operating procedures and infrastructure for a newly acquired hotel. • Integrated hospitality software. • Operated reception and concierge while we hired and trained new staff. • Onboarded and trained staff at the reception and concierge department. • Organized and hosted ongoing live events and experiences.
LessonPlant created interactive game-based e-learning apps and game experiences. * Developed Learning Management Systems (LMS) with gamification features. * Developed Interactive Web and Hybrid Mobile Apps. * Created 2D educational video games for Web and Mobile. * Designed and implemented static websites.