East Valley Institute of Technology

Sellbrite Advanced Technical Support at GoDaddy

- Offer assistance to Tier 1 agents in resolving intricate issues through systematic troubleshooting.
- Collaborate with the support manager to uphold Service Level Agreements (SLAs) and monitor key
metrics such as Median First Response Time (MFRT) and Customer Satisfaction (CSAT).
- Manage escalations originating from Tier 1 support agents with a focus on prompt and effective
resolution.

Dental Intelligence Inc.

Senior Support Specialist

- Assisted the Head of Product & Director of Engineering in developing product strategy, product roadmap, and analyzing requirements in an agile environment. 
- Assisted in prioritizing various efforts to drive product success.
- Collaborated with the Customer Success team to analyze customer issues and feature requests. Responsible for the escalation of issues to the engineering team and crafting solutions to reduce overall ticket escalation into JIRA.

Get The Referral

Product Management Analyst

- Responsible for timely onboarding of new clients into program
- Responsible for technical support for clients via email and phone

Implementation Specialist

- Collaborated with the Director of Customer Success to create the role and define the scope. The scope is primarily focused on Customer Success for acquisition brands.
- Focused on both standalone and GoDaddy branded products with a focus on change management, integration, process improvement, and KPI setting.
- Extended leadership's bandwidth by proxying in multiple meetings a day to extend timelines. Researching, advising, note-taking, and managing projects.
- Assisted in managing relationships and improving communication cross-functionally to drive milestone completion and foster collaboration.
- Collaboration with: Product, Engineering, Program Management, Workforce Management, Employee Engagement, Business Analytics, Learning, and others from Manager to President levels in various workstreams and extents.

GoDaddy

Special Projects (Temporary Assignment)

- Customer Success team representative for continuous improvement efforts in collaboration with Product in an agile environment.
- Worked with engineering to troubleshoot customer issues along with JIRA escalation ticket management. Typically worked on 10+ escalations a week.
- Acted as the Subject Matter Expert when needed for cross-functional efforts.
Provided training assistance for supervisor as needed.
- Helped work with integration partners to ensure customer issues were addressed (Deliverr, Walmart, Google).

Sellbrite Advanced Technical Support II

- Top performer on the team in all metrics including volume and CSAT (91% in 2020).
- Collaborated with Tech Support Supervisor to re-design support flow with bot automation.

Sellbrite Advanced Technical Support

- Provided technical support to both GoDaddy and Mad Mimi customers
- 2 years working night shift supporting international customers and GoDaddy Guides via Level 2 Chat
- Triaged developer escalations from support

Email Marketing Specialist

- Part of pilot program "Surprise & Delight" to improve onboarding and drive retention
- Created hundreds of email campaign themes, banners, and unique explanatory video tutorials
- Increased proficiency in Adobe Creative Suite

GEM Design Specialist

- Provided technical support to GoDaddy customers regarding their Domain, Hosting, Office 365 products and more.
- First class of part-time Guides which led to a need to thrive in ambiguity

Small Business Consultant

- Worked with eLearning team to produce graphic design content for various classes around the university
- Assisted in extensive cataloging effort of video from various forest fires around Northern Arizona. (I saw a video of a fireman pour emergen-c into a can of spam and then heat it up in the forest fire)

Northern Arizona University

Graphic Designer

- Worked with national talent agencies (CAA, The Agency Group, WME, Paradigm, etc.) to promote concerts in Arizona and Utah
- Worked on over 100+ events in venues ranging from 150 to 4,500 capacities. Some artists include: Pierce the Veil, Sleeping With Sirens, Modern Baseball, Circa Survive, Royal Blood, The Wonder Years, Aaron Carter, and Mother Mother.
- Collaborated with marketing team to craft and execute both online and offline marketing plans for concerts across Arizona and Salt Lake City.

The Kollective

Talent Buyer / Marketing

Assisted with marketing efforts (online & offline), managed many design projects, created video content, and supported staff.

Flagstaff Chamber of Commerce

Marketing / Social Media Intern

Managed a team to produce content for any client projects or promotional video for the East Valley Institute of Technology.

David Garrett Merrill