I have a strong background in verbal and written communication with a B.A. in Linguistics and 7+ years in customer support, both acting as the basis of my high ability to explain technical topics to non-technical audiences.
Some of my top strengths are my sharpened problem-solving skills and a knack for logically breaking down ambiguous issues, a keen eye for compliance, and a constant bias toward action. My core values align with kindness, transparency, and a growth mindset.
I gravitate toward roles that allow me to become an expert at what I do, find better ways to do things, and charm every customer with a warmhearted approach. There's undeniable magic in getting that sincere thank you from someone who was struggling before you waltzed in and made their day.
In my current role as Districts Support Liaison for Khan Academy, I advocate for the needs of school district users and act as a liaison between the Support and Product teams, diving into root causes behind support trends and ensuring engineering is building products and features that are most likely to succeed.
As part of this role, I also represent the customer support team's technical needs and communicate changing timelines and priorities, while ensuring my support colleagues on the front lines are fully prepared for upcoming releases. Before being promoted to my current role, I worked as a global support agent in the same team for about a year.
Before Khan Academy, my journey in support started as technical customer support at Huawei Brazil for 3 years, moving to sales operations and business controls at IBM for 2 years. I have also worked as a freelance translator specializing in IT, privacy, and compliance localization for several years.
