At Stripe, I conducted root-cause analyses of complex platform escalations using SQL and Metabase to isolate software defects and identify process breakdowns.
As Stripe’s User Escalations Specialist, I served as the single point of entry for high-stakes user escalations and provided executive-ready updates under strict SLAs. I shared findings with Product and Engineering to help address user friction.
Earlier at Stripe, I translated user feedback and support data into prioritized engineering backlogs in Linear and Jira. I also ran UAT and regression tests for product launches.
At TaxJar, I managed multi-state tax compliance and client onboarding workflows, and worked with technical SMEs to resolve data-mapping exceptions. At GEICO, I evaluated policy inquiries and compliance documentation in a regulated environment.
