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Work and Service

August 2017Present

Technical Support Engineer

Optimizely, Inc

Adopted and lead the development of the next iteration of tracking successful measures of providing World-Class support. Restructured the internal Technical Support Engineer Escalation Process to enable collection of data for internally escalated customer support inquiries, allowing Leadership  to act on discovered opportunities for training the Global team.

Leads the Global Technical Support Engineer team in resolved customer support inquiries, measured by number of resolved Zendesk tickets (FY 19 Q2, FY 19 Q3, FY 19 Q4).

Personal NPS of 90 (FY 19 Q4). As a Global team, Optimizely Technical Support delivers to our customers World-Class support, measured by the world-recognized support standard - NPS. Globally, Optimizely Technical Support boasts an NPS of 80 while 70+ is considered World-Class.

June 2015November 2016

Virtual Reality Research Consultant

CognifiSense, Inc - Sunnyvale, CA

Contributed to Virtual Reality product development by detailing hardware and software specs, and analyzing community impact.
Established and maintained a database of published resources on Virtual Reality in the Healthcare industry.
Prepared literature reviews of published research on Virtual Reality for Founder.

December 2012May 2013

Risk Management Chair [Previous: Historian]

Theta Chi Fraternity - Mu Chapter, University of California, Berkeley

Assisted the Chapter in educating and implementing the risk management policies of Theta Chi Fraternity.
Organized and sponsored a program concerning alcohol and drug abuse prevention, as well as diversity education to raise membership awareness.

August 2012December 2012

Corps Member

Jumpstart - Oakland, CA

Implemented early childhood curriculum, supported family involvement, promoted children's language and literacy skills with increased adult support in the learning environment.
Received intense training and professional development in early childhood theory and practice, language and literacy development, leadership skills, and communication with families.

Education

20162017

Full-Stack Web Development Program

Dev Bootcamp, San Francisco
20112016

Bachelor of Arts in Cognitive Science

University of California, Berkeley