Sierra College

University of California, Davis

Product Operations Analyst at Looker

My main focus in Product Operations has been in bug process and customer support / engineering relations. My position lies in the Department of Customer Love (customer support), but I've partnered with engineering leadership to transition our bug tracking system from GitHub to Jira, establish and agree on a new bug lifecycle, establish prioritization SLAs, reimagine bug fix SLAs, and create automations using Tray.io and Looker to surface information that both support and product need to effectively prioritize issues and communicate with customers. I work to keep engineering accountable about bug fixes and compose monthly release recaps to present to engineering leadership.

Looker

Product Operations Analyst, Supportability Engineering, Department of Customer Love

As a team lead, I assisted support analysts in their day to day work, providing mentoring, guidance, and oversight of their customer interactions. I brought team feedback up to leadership and worked on many projects to improve the analyst experience. I was in charge of optimizing the shift schedule, ran the onboarding pod by training new hires and developing a ramp plan, and created and documented various team processes. I've also reviewed hundreds of resumes and interviewed many candidates via phone and in person.

Team Lead, Department of Customer Love

As a customer support analyst, I engaged with customers via live chat and assisted them with coding in LookML, troubleshooting code, learning the Looker product, and helping them create charts and dashboards for their business.

Customer Support Analyst

As a research student at UC Davis, I studied automatic summarization techniques, data mining techniques and voting theory. I implemented clustering and singular value decomposition in R. For my main project, I wrote an R program that takes in a text file and returns a summary of the document. The program identifies important sentences using a combination of word frequency and sentence similarity techniques. Sentence position is also considered.

UC Davis Mathematics

Student Researcher

The C-STEM Center at UC Davis strives to expose students of all ages to computer science and robotics by integrating its programs into K-14 science and mathematics classrooms. As a research assistant, I created assessments for the program and analyzed the results.

C-STEM Center at UC Davis

Data Analytics Research Assistant

The Membership Fulfillment department of the Cal Aggie Alumni Association is responsible for assembling and mailing all materials related to membership in CAAA. This includes informational materials, renewal requests, and promotional items. Many of these materials are mailed in bulk. To accomplish this task, I used Advance Web (AIS) software to view batches created by my supervisors. I exported the batches and used this information to assemble membership packages.This position required extensive use of Microsoft Excel. I significantly increased the speed of the bulk batch process by creating a macro that sorted data and manipulated columns, which prepared the data to be used by the ID Card machine.

UC Davis Cal Aggie Alumni Association

Membership Fulfillment Assistant

I represented the Student Alumni Association and Parent and Family Association at Freshman Orientation events during the summer of 2014. In addition to setting up a large trade-show booth and tables with informational materials, I actively recruited new members, students and parents, to both organizations by providing information and answering questions.

Marketing Intern

I worked in sales during my summer internship at Biotechnology Calendar, Inc. During this time I networked with biotechnology lab supply companies over the phone in order to provide them with information about the company's trade show opportunities. I used the company's FileMaker database, assisted in the composition of marketing emails, and wrote company news and science market research blogs.

Biotechnology Calendar, Inc.

Science Event Education Specialist

I ran the student window and answered questions as well as assisted students in the application/registration process. I also registered students in classes manually if necessary and filed all of their paperwork, took payments, and helped them fill out forms. In addition, I assisted faculty with the printer and computers stocked many of the supplies there.

Morgan Imel