Envoy

Implementation Consultant

Zendesk

Triaged and responded to questions in the community
Hosted 18 online product-focused community events
Represented brand in external communities such as Support Driven and CX Accelerator
Collaborated with product operations team to improve product team presence in the community

Manager, Community Engagement

Triaged and responded to community questions
Represented brand in external communities such as Support Driven and CX Accelerator
Moderated audience chat during live webinars
Leveragee Google Apps Script and REST API to filter community posts to be migrated to new community instance
Built test plan for rollout of new community forums

Community Marketing Specialist

Delivered live talks at Zendesk and industry events on customer support, communication, and product topics
Wrote, edited, and served as customer service subject-matter expert for blog posts
Built community of Zendesk users in the Support Driven community

Sr. Customer Service Evangelist

Led various tier 1, 2, and 3 teams locally and across satellite offices during a time of high growth and organizational change
Mentored junior managers and team leads
Championed career path of top-tier support personnel into engineering roles

Senior Support Manager

Led tier 1, 2, and 3 teams in San Francisco
Leveraged team input to ensure success of tier 3 support process and team lead roles
Managed product champions program to develop product subject expertise in support organization
Featured in popular Zendesk product marketing videos and viral marketing campaign

Support Manager

Provided outstanding customer support via ticketing and phone
Delivered monthly product onboarding webinars

Customer Advocate

Haas School of Business

Leveraged expertise in improvised theatre to help develop listening and collaboration skills for undergraduate business students

Teaching Assistant

The Un-Scripted Theater Company

Performer and director of short-form and longform improvised theatre shows
Collaborated with staff to plan and market shows

Staff/Ensemble

Wells Fargo

Actor (contract)

BATS Improv

Sunday Player

Barra, Inc.

Developed and maintained software on VAX/VMS (FORTRAN) and Windows (C++/MFC)

Software Engineer

Specialties: Community management, Zendesk, customer experience, software technical support, customer service, acting, improvisation, voiceover, comedy, writing

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