Coinbase

• Designed, launched, and managed QA programs across multiple products : NFT Marketplace (Content Moderation, Fraud, Verification, NFT product support, NFT Success), Scaled Developer Support (API, Node), Commerce Support & Onboarding.

• NFT Marketplace : Nov 2021 - Apr 2022


• Key team member on project team over the course of the 6 month project for launching the NFT Marketplace.
• Built QA Program from the ground up including scorecards, scoring rubrics, auditing cadence, performance management guidelines, audit-the-auditor, SOPs, and QA training for new hires.
• Scoped new features for NFT Marketplace based on market research to ensure competitive product feature suite
• Provided guidance on security vunerability and risk management based on deep understanding of current risk vectors in DeFi
• Primebroker : Jan 2021 - Sep 2021


• Key team member in launching Primebroker product.
• Created, tested, and documented 90+ workflows for Primebroker.
• Performed QA on product features in UAT identifying issues in product features and workflows ensuring a smooth launch of Primebroker

Coinbase

• Designed, launched, and managed QA programs across multiple products : NFT Marketplace (Content Moderation, Fraud, Verification, NFT product support, NFT Success, Onboarding), Scaled Developer Support, Commerce Support & Onboarding.
• Designed, launched, and actively managed the QA Programs across Institutional Custody (Cold Storage), Prime Brokerage, Exchange QA program and assisted in redesigning and building the Institutional Onboarding QA program to report on application level of effort and break out new and insightful KPIs.
• All QA programs are designed to adhere to the highest compliance and security standards (KYC, AML, OFAC, SOC 1 & 2, etc.) and are workflow specific.
• Successfully built, implemented, and managed the Critical Error Remediation program end to end for the Institutional QA to include weekly CE Aging reporting to cross functional stakeholders. Program successfully passed a regulatory audit in Nov, 2021 with no findings.
• Redesigned and actively updating the crypto asset matrix for all crypto currencies stored on the Custody platform to include transaction requirements, blockchain details, and asset specific nuances related to support readiness documents.

• Blockchain Technology
• JavaScript
• SQL
• jquery
• JIRA
• Salesforce
• Postman
• Looker
• Datastudio
• Program Management
• Product Management
• Process Execellence

Figure

• Reported directly to the VP of Operations translating, developing, and executing strategic Company vision into policy and procedure, by developing an Omni-channel Quality Assurance program focused on lean process improvement. Designed to identify, report, and recommend corrective , preventive, remedial action's to appropriate stakeholders using continuous communication feedback loops to ensure all levels of management and cross-functional team members receive relevant, actionable, and expedient information.
• Redesigned, improved, and automated all Operations KPI reporting in Tableau, Excel, and Google Sheets. This includes over 36 critical Key Performance Indicators across 4 channels of communication, all products, and Figure's custom CRM platform. Improved month over month and quarter over quarter performances for originations and servicing departments.
• Developed Task to Action Time based metrics and reporting that allowed for flow time analysis of all task workflows to establish and improve average handle time standards across all Figure Products.
• Created and managed key Operations SOP's and Knowledge Base for the Customer Success Center ensuring change management, efficiency, and consistency while managing version control in Google Drive, Confluence, and Intercom.
• Lead Five9 VoIP admin responsible for building, maintaining, reporting, and improving on Telephony IVR, Agent CRM, Email Configuration, Email Management, and Integrating newly partnered companies into the platform. Worked closely with the VP of Operations and Senior Project Management as the primary VoIP software admin to implement an expedient and successful changeover to new phone software with minimal effect to operational SLA's for the Customer Success Center.
• Lead Intercom admin responsible for building, maintaining, reporting, and improving saved replies, Article Knowledgebase content management, and Agent CRM.

• VoIP
• JavaScript
• SQL
• JIRA
• Salesforce
• Business Analytics
• Tableau
• Lean Six Sigma
• Program Management
• Product Management
• Process Execellence

Client Support, Implementation, & Onboarding Manager

Impexium

• Reported directly to Director of Operations and VP of Client Services while providing support oversight and escalation management for a AMS (association management system) SaaS client base (C-Suit level communication) of over 90 major non-profits (501c3) like CTA and NADA through collaboration with cross functional Impexium teams (Product, Consulting Management, R&D, L&D, and Engineering).
• Provided mentorship, conducted Internal employee training and external client training, and QA of all support staff while leading day to day operations an escalation point for complex issues (custom SQL reporting, HTML/Javascript CMS troubleshooting, SaaS product architecture troubleshooting, and CRM troubleshooting).
• Collaborated with internal Impexium teams to swiftly escalate and resolve high severity bugs while ensuring resolutions and post mortems were communicated to internal teams and to the B2B SaaS Client Base.
• Onboarded new non-profit clients onto the SaaS AMS through post-sales requirements gathering and analysis, intro calls, implementation calls, product training, UAT testing, and weekly account management calls for high net worth clients.
• Identified, researched, and documented hundreds of bugs for Engineering and R&D through JIRA while providing QC and feedback on deployments through UAT testing ensuring successful resolution or suggesting regression if issue wasn't fully resolved.
• Successfully and expediently implemented and managed CRM changeover from desk.com to Salesforce for the business including the intro call, product training calls, staff training, review and importation of over 800 existing client support cases, UAT testing, and continued operational support of SaaS client base.

• CMS
• JavaScript
• SQL
• HTML
• CSS
• JIRA
• Salesforce
• Business Analytics
• Tableau
• CRM
• Account Management
• Implementation

Technical Support Lead

Frontpoint

• Achieved and consistently maintained above a 90% on QA for 8 months.
• Successfully barged, trained, and mentored new Customer Support Specialists by creating 6-week customized individual training plans with achievable and measurable goals and metrics.
• Received praises from customers, Support Supervisor John Boshier in regards to a de-escalation, hand written praise from CEO Chris Villar, awarded call of the week multiple times, and consistently recognized as a top performer for the company.
• Responsible for account verification/setup/retention, financial transactions, troubleshooting complex security system issues remotely, data entry, ticket follow up and meeting co-ordination.