I have over a decade of experience at internet startups setting up customer support teams, managing online communities, moderating content, doing front and back-end web development and everything in between.
Below is a summary of my work in these fields. The full details by job (probably too many details) are on LinkedIn.
Customer Support
- Approximately 70,000 support cases and 10,000 phone calls over my career.
- Reorganized FAQs and email snippets at Flickr, Yahoo’s e-commerce product Y! Store, and Kickstarter to get better statistics and decrease the number of incoming tickets.
- Lead projects to improve 4 different internal support tools.
- Created training for 3 different products.
- Trained and on-boarded 5 support teams, 3 of them at outsourced locations. Within 1 month, all of the outsourced teams I setup were running at full capacity with no drop in customer satisfaction scores.
Web Development
- Lead developer on website redesign project. (Expression Engine CMS, HTML, CSS, LESS, JavaScript)
- Add features and tests to internally created web based chat tool. (Angular, Jasmine)
- Work on new backend for museum API. (PHP, PHPUnit)
- Theme changes to museum shop website. (Shopify)
- Lead developer on project to match visitor images to images in the museum collection and integrate that into the visitor chat app. (Angular, JavaScript, PHP, Pastec)
Community Management
- Managed the Community Moderation teams at Flickr and Kickstarter.
- Managed the Flickr voice and blog.
- Handled messaging when there was a delicate PR situation.
- Created internal process and documentation for 3 different moderation teams.
- Create and update Community Guidelines, Privacy Policy, and other policy at 2 different companies
Jobs & Titles
- Plaid: Technical Support Engineer
- Brooklyn Museum: Web Developer
- Kickstarter:
- Community Manager
- Trust & Safety Manager
- Pinterest: Community Team Specialist
- Flickr:
- Technical Support
- Trust & Safety Manager
- Senior Community Manager
- Yahoo:
- Customer Support Frontline Phones
- Customer Support lead for 4 different products. Yahoo Store, Yahoo Domains, Yahoo Site, and Yahoo Netroadshow