At Clio, I handle customer requests across phone, chat, and email, resolving issues involving products, workflows, and integrations. I work with Technical Escalations, Product, and Customer Success to troubleshoot problems and recommend workarounds.
I contribute to projects that improve processes and service delivery, and I work with the AI Project team on implementing the customer chatbot. I also mentor new hires and share product knowledge with colleagues.
Through freelance work on Upwork, I provide helpdesk support and create documentation, including Standard Operating Procedure manuals for new processes. My data analytics training included using Excel, Python, SQL, and IBM Cognos Analytics for analysis and visualization.
