Customer Support Specialist II
San Francisco, Calif.
Providing chat- and email-based customer support to help clients use Greenhouse Recruiting effectively. Working both independently and in collaboration with internal teams to provide timely, thorough, and thoughtful solutions on issues ranging from basic usage questions to technical troubleshooting. Partnering with Engineering groups to flag emerging issues and in-the-moment incidents. Identifying areas of opportunity in customer-facing documentation and rewriting documentation and Help Center articles to reflect updates to the Greenhouse suite. In late 2018, created and implemented Greenhouse’s first Support Style Guide as an independent focus project.
Kansas City, Mo. & San Francisco, Calif.
December 2015-February 2018
Managing behind-the-scenes repair workflow for a team of 40 technicians. Partnering with management to create team goals and repair strategies, with a heavy focus on customer experience. Maintaining accurate inventory counts and staying apprised of updated company standards, quality programs and repair changes. Connecting directly with customers regarding standard repair follow up as well as resolving unusual situations. Providing consistent feedback to build a more efficient technical team.
Small Device Technician
Kansas City, Mo.
July 2010-December 2015
Provided troubleshooting support for iOS hardware and software to dissipate stressful, heated situations and rebuild customer faith in brand. Translated technical jargon into digestible concepts and taught customers how to put their Apple technology to work. Managed operational processes and directed support traffic.
Freelance Editor and Writer
Kansas City, Mo.
February 2010-August 2017
Editing copy and content for documents including digital articles, interactive media, dissertations, and novel-length fiction writing. Previous: Writer and social media manager for MidcoastStation.com. Reported Kansas City news and features for KC Free Press. Wrote album and concert reviews and shot photos for popwreckoning.com.
AppleCare Service Documentation Copy Editor Intern
Copy edited and proofed employee training materials, troubleshooting documents and repair guides for spelling, grammar, clarity, formatting and adherence to the Apple Marketing Communications Style Guide. Assisted with compilation, maintenance and launch of a new internal style guide. Worked extensively with content management systems, accurate data entry and quality checks of newly published content.
Retail Communication Intern
Wrote, edited and formatted creative internal communication articles and documents for worldwide distribution to Apple Retail employees. Collaborated with retail support stakeholders to develop and deliver effective communication strategies. Played a key role in conceptualizing and creating all written communications for the 2012 Tax Holiday campaign, supporting 33 U.S. stores.
Internal Communications Intern
St. Louis, Mo.
September 2009-January 2010
Wrote features and news copy for the AT&T employee intranet portal. Built, formatted and edited employee governance and benefits documents for AT&T. Tracked social media for clients, including AT&T and Boston Market.
Assistant News Editor
October 2007-December 2008
Managed a team of 10 reporters through selection of angles and sources. Reported campus and community news on deadline. Covered weekly City Council meetings.
Democratic National Convention Web Intern
Filmed and produced video news blogs as a roving reporter for Ureport.FoxNews.com. Wrote stories and shot photographs for FoxNews.com.
AP Style, Apple small-device certified, basic HTML, Content Management Systems (Oracle Knowledge, WordPress), iOS, iWork, Mac OS X, Microsoft Office, social/interactive media.
Truman State University, December 2008
Bachelor of Arts in English, composition emphasis
Minor in Communication
Skills and Knowledge
AP Style, Apple small-device certified, basic HTML, Chicago Style, Confluence, content management systems (Oracle Knowledge, WordPress), iOS, iWork, Mac OS X, Microsoft Office, OmniGraffle, social/interactive media, Zendesk.