I have over a decade of experience at web companies setting up customer support teams, managing online communities, moderating content, and everything in between. A few years ago I went to a coding bootcamp and am now doing web development as well as customer support and community management.

Below is a summary of my work in these fields. The full details by job (probably too many details) are on LinkedIn.

Customer Support

  • Approximately 70,000 support cases and 10,000 phone calls over my career.
  • Reorganized FAQs and email snippets at Flickr, Yahoo’s e-commerce product Y! Store, and Kickstarter to get better statistics and decrease the number of incoming tickets.
  • Lead projects to improve 4 different internal support tools.
  • Created training for 3 different products. 
  • Trained and on-boarded 5 support teams, 3 of them at outsourced locations. Within 1 month, all of the outsourced teams I setup were running at full capacity with no drop in customer satisfaction scores. 

Web Development

  • Lead developer on website redesign project. (Expression Engine CMS, HTML, CSS, LESS, JavaScript)
  • Add features and tests to internally created web based chat tool. (Angular, Jasmine)
  • Work on new backend for museum API. (PHP, PHPUnit)
  • Theme changes to museum shop website. (Shopify)
  • Lead developer on project to match visitor images to images in the museum collection and integrate that into the visitor chat app. (Angular, JavaScript, PHP, Pastec)

Community Management

  • Managed the Community Moderation teams at Flickr and Kickstarter.
  • Managed the Flickr voice and blog.
  • Handled messaging when there was a delicate PR situation.
  • Created internal process and documentation for 3 different moderation teams.
  • Create and update Community Guidelines, Privacy Policy, and other policy at 2 different companies.

Jobs & Titles

  • Yahoo: Customer Support Frontline Phones, Customer Support lead for 4 different products. Yahoo Store, Yahoo Domains, Yahoo Site, and Yahoo Netroadshow.
  • Flickr: Technical Support, Abuse and Moderation Manager, Community Manager
  • Pinterest: Community Team Specialist
  • Kickstarter: Community Manager
  • Brooklyn Museum: Web Developer