Mosey

Technical Analyst

Founding member of the compliance team, establishing processes and growing the team from ground up. Directly managed 3-5 analysts while leading 22+ research and implementation projects with continuous team training and development.
- Partnered with engineering and product teams to transform compliance implementation from manual code changes to an automated backend service, enabling non-technical team members to manage compliance updates
- Built internal tools that accelerated compliance data creation and updates, including one solution that reduced 156+ hours of manual work to 10 minutes
- Recruited, trained, and mentored analysts while maintaining and updating critical compliance data across all systems
- Combined compliance expertise with technical skills to streamline operations between business and engineering teams

Analyst, Compliance

Gusto

- Created and updated standard operating procedures (SOPs) documentation and mentored new hires
- Resolved over 400 customer payroll tax notices by researching discrepancies, collaborating with state and federal agencies, and filing needed tax returns/amendments.
- Achieved 95-100% Customer Satisfaction (CSAT) scores

Sr. Payroll Tax Resolution Specialist

Homebase

- Implemented over 100 small businesses’ employee, payroll, and benefits onboarding.
- Collaborated on process improvement initiatives to accelerate the efficiency of onboarding SMBs and increase the accuracy of transferring employee, payroll, and benefits data.
- Partnered with product and engineering teams to prioritize features needed to solve compliance and product gaps.
- Trained and mentored new hires—helping scale the team 5x in 6 months.

Payroll Implementation Specialist

- Onboarded over 300 new customers, transferring the companies’ sensitive employee and payroll data.
- Led a task force dedicated to resolving and reducing errors created during the onboarding process 
- Created internal documentation (SOPs), designed training materials, and facilitated new-hire training
- Recognized as a product expert - I was the go-to for questions about the product or investigating payroll calculation errors for numerous departments
- Served as liaison between my department and product/engineering teams, effectively troubleshooting issues to minimize unnecessary Jira tickets. 
- Worked cross-functionally with sales, product/engineering, and customer support teams to drive continuous improvements to the product and service

Payroll Onboarding Captain

- Nominated and participated in the fall 2020 Emerging Leaders Group
- Designed and facilitated progressive training for over 120 Customer Experience team members (in groups typically 6-12)
- Maintained a 100% CSAT for numerous months, while mainly taking escalated calls/emails.
- Created internal and external documentation of processes and how to troubleshoot common issues
- Spearheaded a new task force dedicated to resolving a growing customer pain point related to changing company federal Identification numbers, resulting in a 30% increase in customer satisfaction and a 75% reduction in time to resolution.
- Worked cross-functionally with other departments to test and launch new product features
- Collaborated with other captains on OKRs to improve WFH experience for advocates
- Hosted 1:1s with advocates for mentorship, quality assurance chats, and personal development

Payroll Care Captain - CX

- Maintained an average customer satisfaction (CSAT) score above 90%
- Awarded in recognition for my effort to go above and beyond for customers, and for dedication to supporting and mentoring colleagues.
- Supported thousands of small businesses running regular, bonus, and off-cycle payrolls, as well as processing wage corrections.
- Effectively resolved concerns for small businesses and their employees via phone, email, and live chat
- Navigated customers within the product and in troubleshooting issues with APIs
- Utilized Salesforce CRM for customer tickets and Jira for internal tickets

CX - Payroll Care

Evolve Vacation Rental Network

-Voted MVP in April 2018.
-Awarded ‘Most Efficient’ in June 2018
-Awarded ‘Most Efficient’ in July 2018
-Developed an Excel document to assist multiple departments in calculating billing errors (due to a new system), reducing time to resolution by 70% and helping engineering implement needed corrections.
- Created SOPs for new processes and trained colleagues
-Utilized CRM (SalesForce) for phone, email, and chat support
-Leveraged data to refine strategy with key-stakeholders and optimize their individual short term rental performance
-Troubleshot billing and IT issues, and providing continued support via phone and email

Owner Support Specialist

The responsibilities included customer service, cash handling, training, and merchandising. One of the most exciting parts, for me,  was utilizing the sales data to re-evaluate merchandising strategies, store set-up, and customer experience in order to boost sales and have a direct impact on growth. It was even more exciting to be able to pass on my knowledge and expertise through coaching and training my peers, new-hires, and management.

Sales Advisor/ Trainer

Starbucks

- Trained and mentored over 40 new employees (including outside hired managers), provided leadership as acting store manager for three months, and took charge in developing new and more efficient organizational cleanliness standards within the store. 
- Spearheaded inventory control at three different locations to create better ordering and organizational practices resulting in decreased tangible losses by 10 to 20% and increased profit margins (Having the right product, at the right time).
- Led and motivated teams to be the top 10 in sales for the Western Mountain Region

Positions:
Shift Supervisor 04/2016-09/2016
Interim Store Manager 01/2016-04/2016
Coffee Master Certification 10/2015 
Shift Supervisor 02/2014-01/2016
Barista 09/2013-02/2014

Shift Supervisor / Trainer

Hi, I'm Weston 👋

👨‍💻 Technical Analyst and Backend Engineer passionate about creating technology that empowers people and small businesses, with 7+ years at high-growth SaaS companies. I'm currently building with Python, Pytest, FastAPI, React/TypeScript, and PostgreSQL while integrating AI into effective solutions.

🇹🇼 Global perspective matters to me. Earned a Taiwan Ministry scholarship in 2022, spending nine months in Taipei studying Mandarin, an experience that taught me adaptability and cross-cultural problem-solving.

💻 Continuous learner. I Completed an intensive, ACCET-accredited backend engineering program (1500+ hours in Ruby on Rails, SQL, JavaScript, TDD, and CI/CD), building the foundation for my current technical work.

☕️ Let's connect! I'm excited to discuss technical solutions that drive real impact. Send me a message to schedule a coffee chat.

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