At Rippling, I serve as a Subject Matter Expert for US & Global Payroll, Contractor Hub, and Contractor Invoicing, resolving customer issues across email, chat, and video while partnering with product and engineering through JIRA. I lead escalation analysis, improve documentation, and optimize processes to strengthen customer experience and operational efficiency.
Previously, I improved chat quality, training, risk management, and CSAT at Citi using SQL, Excel, MCS, and LiveEngage. My experience also includes high-volume customer support at Amazon and tendering-process support at Arya Enterprises.
