Jan 2021 – Jan 2025 · 4 yrs · Remote

• As part of the Customer Happiness team for Memberful (a Patreon product), I took care of our email/chat support inbox, as well as various projects and areas of responsibility:
• Assisted customers at every stage of their journey to help them succeed with our product and thrive as creators.
• Educated leads on the capabilities of our product, as well as how it compares to other alternatives.
• Investigated technical issues (API, Webhooks, OAuth, Caching, DNS, WordPress, HTML/CSS/JS issues, etc), minimizing escalations to product engineers.
• Identified, documented, and investigated bugs.
• Supported the Sales team as a technical advisor during Sales and CSM interactions.
• Prepared monthly, yearly, and on-demand reporting for executive and company-wide visibility into support performance.
• Continuously improved our documentation, from writing and updating articles explaining new features, to re-organizing the repository and contributing to our Style Guide.
• Produced video tutorials and technical diagrams for our technical and non-technical documentation.
• Identified key opportunities for updates to our product and advocated on behalf of the customer as our Product team triaged upcoming projects.
• Established best practices, maintained team-wide saved replies and workflows, and optimized processes.
• Configured custom domains for customers
• Developed and maintained the CH browser extension, which analyzes customers’ websites to assist the CH team during investigations. Built on VueJS.

Jan 2018 – Jan 2020 · 2 yrs

• As part of the CE Ops team I had two main responsibilities: Carry out technical Tier 2 investigations as a Support Engineer and designing and delivering New Hire Onboarding training for CE hires.
• Investigated technical Tier 2 escalations, debugging conflicts with how our tracking script interacted with the code on websites all over the internet.
• Handled Tier 1 cases when necessary.
• Assisted the Sales and Success teams as a technical advisor during Sales and CSM calls.
• Offered guidance to Customer Experience team members about best practices, process optimization, and technical expertise.
• New Hire CE Onboarding:
• Developed the curriculum, training materials, and video lessons to bring new team members up to speed on core CE skills and a solid technical understanding of our product.
• Set up multiple different learning paths for different roles (All new hires across the company went through my training — including Executives).
• Delivered the training as the lead trainer.
• Continuously iterated and improved the training process.

Jan 2017 – Jan 2018 · 1 yr · Nosara, Guanacaste, Costa Rica · On-site

• I was brought into Harmony Projects to assist with the operations of their dozens of businesses,
• modernize tech infrastructure, optimize processes, and improve the productivity and communication of the team. I ended up working on a wide variety of different projects:
• Served as the executive assistant to the managing director.
• Optimized project management processes.
• Developed strategies to improve company culture.
• Automated processes, sometimes coding custom solutions.
• Established operating procedures and infrastructure for a newly acquired hotel.
• Integrated hospitality software.
• Operated reception and concierge while we hired and trained new staff.
• Onboarded and trained staff at the reception and concierge department.
• Organized and hosted ongoing live events and experiences.

Jan 2015 – Jan 2016 · 1 yr · San Jose, Costa Rica

• LessonPlant created interactive game-based e-learning apps and game experiences.
• Developed Learning Management Systems (LMS) with gamification features.
• Developed Interactive Web and Hybrid Mobile Apps.
• Created 2D educational video games for Web and Mobile.
• Designed and implemented static websites.

Jan 2010 – Jan 2014 · 4 yrs · Costa Rica

• Curriculum Design for Cenfotec University's Web Design and Development program.
• Created several courses from scratch - from coming up with the course syllabus to preparing the materials that would be used by future instructors when teaching the course.
• Taught several Web Design and Development courses.

Jan 2010 – Jan 2014 · 4 yrs · San Jose, Costa Rica (Mostly virtual)

• Custom web design and development
• Digital marketing strategy (PPC, SEO, etc.)

Jan 2008 – Jan 2010 · 2 yrs · San Jose, Costa Rica

• Create UI designs & prepare mockups.
• Translate mockups into HTML+CSS+JS.
• Photo processing