Jan 2022 – Jun 2023 · 1 yr 5 mos · San Francisco, California, United States

Jun 2021 – Jan 2022 · 7 mos

Oct 2020 – Jun 2021 · 8 mos

• Manage incoming customer requests for all return merchandise authorizations (RMAs) for mechatronic parts.
• Preparing and providing customer quotes for upcoming repairs.
• Communicate with customers and internal stakeholders about potential delays, delivery dates and part shortages for repairs.

Sep 2019 – Oct 2020 · 1 yr 1 mo

• Daily tracking and management of semiconductor consignment parts consumption at customers’ facilities, and personally transacting millions of dollars in consignment inventory weekly.
• Update customer portals daily to ensure accuracy by reviewing real-time purchase information such as price, and need by dates. 100% accuracy and on time shipments.
• Purchase order entry into SAP for upcoming builds and drive internal demand to ensure on time delivery.

Jan 2018 – Sep 2019 · 1 yr 8 mos

• Performed repairs on UCT manufactured components at customers’ facilities and prepared reports for completed work. Ensuring customer satisfaction and maintaining customer KPI of 98% or higher.
• Physical managed and acted as a person of contact of return merchandise authorizations (RMAs) coming into UCT. Improved material turnaround times to customers, resulting in fewer credit memos for material delays and more capital captured by the company.
• Account management and client-facing customer service. Travel to the customer's facility to perform repairs on UCT manufactured components and prepare reports for completed work.

Aug 2016 – Jul 2017 · 11 mos · Greater Seattle Area

• Collaborated with engineers to send notifications regarding upcoming migrations and changes to the service
• Facilitated and coordinated with all internal teams to gather information to complete Business Continuity Plan
• Resolved user guidance related issues with the Auth0 service
• Aided with onboarding, and contributed to training for new employees
• Created billing and refund policies on internal wiki pages
• Resolved and reviewed incoming billing questions disputes

May 2016 – Aug 2016 · 3 mos · Livermore, CA

• Created Phishing email campaigns of common phishing scenarios to be sent internally to raise awareness.
• Mapped out network with Nmap, and found the vulnerabilities with Nessus.
• Addressed which vulnerabilities were the biggest threat,and provided solutions.
• Assisted in creating and implementing company wide awareness.

Jul 2015 – Sep 2015 · 2 mos · San Francisco Bay Area

• Helping create and implement a standard for information security practices to protect the confidentiality, integrity, and availability of the District's assets.
• Providing analysis for the CTO on product software security.
• Helping the district apply for NSF's Secure and Trustworthy Cyberspace Grant

Aug 2014 – Feb 2015 · 6 mos · San Francisco Bay Area

• Providing service to customers via phone, email and chat. Making sure campaigns and newsletters are going out on time and properly. Re­-installing program when there is a break in uploads, or other issues. Channel customer inquires to the right departments. Making sure communications are going out properly. Assist with new user guidance, and trouble shooting issues.

Oct 2013 – Jun 2014 · 8 mos · San Francisco Bay Area

• Processing warranty claims for device repairs, device replacements, or claim payouts in the most expensive call center in the world. Answering general questions about warranty coverage and claim filing processes. Communicating with repair depots about statuses of repairs on behalf of customers.

Jun 2012 – Aug 2013 · 1 yr 2 mos · San Francisco Bay Area

• Provide world-class customer service via phone and email to end-users assisting with general inquiries, account questions, order/refunds and technical problems. Report bugs in product to appropriate technical teams for resolution. Monitor social networks and resolve high priority/visibility issues quickly.

Nov 2011 – Jun 2012 · 7 mos · San Francisco Bay Area

• Responsible for checking guests in and out as well as providing concierge services. Provide personalized experience for loyalty members. Phone Operator Duties.

Jan 2011 – Aug 2011 · 7 mos · Hotel Triton

Aug 2008 – Dec 2009 · 1 yr 4 mos · Santa Clara, CA