Jan 2019 – Jul 2020 · 1 yr 6 mos · US, Mexico, and South America

• Intentionally taking time to study and explore new experiences by traveling throughout the United States, Mexico, and South America. Aiming to improve my Spanish language skills and expand my knowledge of areas of product development outside of operations.

Aug 2018 – Jan 2019 · 5 mos

• Collaborated with business leaders and cross-functional teams as a customer advocate to integrate client feedback and experience metrics into decisions on processes, products, and service offerings to improve client usability, satisfaction, and loyalty
• Served as a customer advocate to engineering teams focused on creating new products for paid individual users and recommend client feedback that influences business decisions. Collaborated closely with Engineering, Product and Design teams to advocate on behalf of customers
• Ensured the successful launch of all products, features, and changes across multiple customer segments, locales, and populations
• Designed and implemented systems for collecting, consolidating, and analyzing customer interaction data to produce metrics and identify areas for development
• Developed in-depth operational experience in process management, change management and continuous improvement
• Interviewed users and conducted focus group meetings to vet ideas and prototype solutions prior to implementation
• Assisted as a moderator for hiring decision meetings for engineering, sales, and design teams across Dropbox. Ensured the hiring team reaches an informed and unanimous decision on candidates

Nov 2014 – Aug 2018 · 3 yrs 9 mos

• Engagement with Engineering, Product, and Design teams
• Assisted a variety of Product Managers with, on average, 50 changes per year by continuously advocating user feedback, advising on customer impact, and methods of support in order to manage risks to users and influence product roadmaps
• Collaborated with Quality Assurance in testing new products to locate bugs prior to launch and to perform extensive testing on popular browsers
• Created user facing content for products created by several engineering teams to enable interactions with updated or new features in order to reduce one to one support requests. Managed the translation of this content, including 200 prewritten responses and 60 Help Center articles, one of which was visited over 300,000 times within 14 days of launch
• Reviewed, consolidated, analyzed, and presented user feedback trends on current products and new features to Product Managers to help guide product development
• Engagement within the Customer Experience team
• Prioritized products and constructed a capacity model for the newly created Product Expert team to establish operational metrics
• Appropriately surfaced and drove prioritization within engineering for field bugs originating from Enterprise level customers and those with potential high impact
• Established and implemented requirement documentation and user acceptance testing within the Customer Experience organization for internal tooling utilized by agents troubleshooting user issues
• Maintained training materials, outsourcing process maps, and knowledge base entries across a global team

Oct 2013 – Nov 2014 · 1 yr 1 mo

• User Operations Trainer
• Second Dropbox employee to train new hires on User Operations. Scale training at Dropbox from 1 trainer to 7 and developed criteria for trainer certification
• Managed scheduling and on-boarding of new hires in the Dropbox Rotational Program and User Operations Agents in both the San Francisco and Austin offices
• User Operations Agent - Payments and Pro Teams
• Responded to payments issues such as refunds, billing look-ups, and credit card fraud
• Identified and reported bugs, technical issues, and common requests to engineering
• On-boarding and Human Resources
• Developed and implemented a curriculum for all Austin new hires to imbue them in the company culture
• Administered the completion of day one paperwork including collecting I-9 documentation, direct deposit set up and performing verification checks in e-verify
• Interviewer
• Conducted phone and in-person interviews for a range of positions such as User Ops Agent, White Glove Agent, Team Leads, and Account Executives. Calibrated and provided meaningful timely feedback on 5 to 10 candidates per week
• Provided cultural checks regarding cross team interviews for prospective Sales hires

May 2012 – Oct 2013 · 1 yr 5 mos

• Communicated with 500+ users per week over email and chat to troubleshoot and resolve diverse technical issues
• Maintained in-depth product knowledge and remain up to date on all new product releases
• One of the highest ticket solving agents with over 38,300 one to one requests resolved individually and over 1400 escalations answered
• Organized a company-wide summer intern beach bonfire and catering for 200+ attendees

May 2009 – Aug 2009 · 3 mos

• Developed code components for iNOC for NNMi iPhone application
• Designed and produced user interface

Aug 2008 – May 2012 · 3 yrs 9 mos · Los Angeles

• Performed first level computer support and deal directly with students, faculty, and staff
• Organized and process incoming information
• Prioritized problems and correctly assign them to second level support
• Distributed information on school policies concerning computers

Jul 2006 – Jul 2008 · 2 yrs · Fort Collins, Colorado

• Recreated and tested workstation failures in order to assist team in issue resolution
• Worked on technical problems and provided escalation communication
• Gained work experience with critical deadlines and worldwide interactions