Jan 2024 – Jan 2025 · 1 yr

• Migrated customer support product API from v1 to v2 in order to support multi-product data and logic | Python
• Implemented support experience and support entitlements for Free Teams users | Python
• Created a new support tier and wrote logic to provide Free Teams users the correct support entitlements
• Contributed to transitioning customer support surface from single to multi product | React + Typescript
• Built the UI for Dropbox customer support ticket submissions
• Implemented the frontend components used in the Dropbox phone support UI
• Wrote logic to differentiate user experiences based on support tier, product, and plan type
• Built React + Typescript components and pages
• Utilized internal CSS framework and component library
• Followed agile methodologies, and used git and github workflows
• Worked closely with project managers, analysts, designers, and key leadership stakeholders
• Direct responsible individual for CX chatbot experimentation project | Python
• Programmed to surface multiple chatbots and chatbot content to different subsets of users

Feb 2021 – Present · 5 yrs 3 mos

• Supported API SDK’s in 6 coding languages: Python, Node, Typescript, Ruby on Rails, C#, PHP, Java, cURL
• Dropbox Sign API subject matter expert, troubleshot and resolved 1000+ technical customer tickets
• Authored and shipped Dropbox Sign API documentation, including all of the App Approval documentation, and the Node SDK migration guide.
• Led API app approval automation project to reduce customer friction and increase internal efficiency
• Received and solved API escalations as the highest level of support across all global support teams
• Performed incident management CX DRI duties as the voice of CX during highest priority escalations
• Partnered with top revenue customers providing technical consultancy from development to production
• Facilitated live technical troubleshooting calls and performed API demos both live and recorded
• Interviewed, trained, and mentored junior team members
• Worked cross functionally with key stakeholders and built strong relationships between CX and EPD

Feb 2020 – Feb 2021 · 1 yr · Austin, Texas

• Responsible for the design, development, and maintenance of web pages and components, including building the Project Connect website, a multi-billion dollar proposal.
• Communicate cross-departmently to understand business needs and translate them into technical solutions.
• Provide agency-wide web support and development through projects like:
• Executing a code and content audit on 200+ web pages during agency-wide CMS migration to ensure a seamless transition for both internal and external audiences
• Defining user roles, workflows, and training non-technical agency staff on CMS platforms to increase team productivity and efficiency
• Providing creative UX solutions to address problems such as bus operator hiring shortage

Dec 2019 – Feb 2020 · 2 mos · Austin, Texas Area

• Developing web-based software and sales tools for generating new customer leads and servicing
• prospective and existing customers
• Updating website and developing advertising web pages to lower customer acquisition cost
• Tech Stack: { HTML, CSS, JavaScript, jQuery, Ruby on Rails, PostgresSQL, VirtualBox, Digital Ocean }

Aug 2016 – Jun 2018 · 1 yr 10 mos · Austin, TX

• Volunteer management
• As a Ministry Associate oversaw 100+ small groups with 200+ leaders and coaches.
• As a Community Development Associate oversaw 500+ volunteers
• Implemented full volunteer cycle including recruitment, on-boarding, mobilization, sending, and follow-up
• Administration
• Coordination & execution of events, mass communication, invoicing, data collection/database entry and management
• Fundraising
• Raised $16,000 for Austin Stone Institute Residency program two years in a row ($32,000 total)
• Raised $10,000 as RBI Austin Benefit silent auction chair
• Leader & Player Development
• Provided and led training's & teachings
• Mentored leaders & youth in one-on-one and one-to-many relationships
• Led cohorts on trips both domestic & abroad
• Managed interns
• Operations & Logistics
• Facility Management via keeping inventory and stewarding resources
• Helped with budgeting
• Strategically planned a baseball/softball program with 7 divisions, 85+ teams, and 1,100 youth athletes and families