December 2023 - Present

Support Team Manager

Manage overall performance and operation of their assigned regions
Manage all Support Team members in their assigned region
Oversee the success of broad Support Team goals within the assigned regions and manage region-specific goals
Participate in growth planning, performance assessment, and change management

January 2022 - December 2023

Support Team Lead

Manage daily operation of assigned shift
Manage assigned members of the Support team
Provide excellent and amazing technical support and customer service
Other miscellaneous responsibilities

September 2020 - January 2022

Support Engineer

Take ownership of issues reported by customers and see problems through to resolution.
Research, troubleshoot, and identify solutions to resolve customer issues.
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Provide prompt and accurate feedback to customers.
Crave knowledge and continue to hone and improve your own technical and non-technical skills.

June 2018 - August 2020

Advanced Technical Support II

Resolving advanced and complex technical tasks at ManageWP; Implementing Agile / Scrum processes with the team;
Creating strategies that will improve the customer experience;
Provide product-related specifications according to customers' feedback and needs;
On-boarding and mentoring new employees - scaling the team from 6 to 40 employees in a year;
Developing advanced WordPress Support for web professionals in GoDaddy;
Solving highly technical tasks for WordPress websites and website migrations to new platforms.
Adjusting/ fixing server platforms to maintain website stability and uptime.
Migrating WordPress websites on daily basis to new hosting platforms.
Currently migrated over 2.5k websites to a new hosting platform

January 2019 - August 2020

FIT Ambassador

The GDFIT (Fitness in Technology) mission is to bring GoDaddy employees together to promote a healthy mindset and lifestyle. By creating opportunities to connect, get active and get informed, we will foster a supportive and health-inspired culture. We sponsor events in many areas, including team sports, running, yoga, hiking, meditation, and healthy eating.

January 2017 - June 2018

Customer Happiness Engineer

Resolving WordPress related issues by clarifying the customer's complaint; determining the cause of the issue; selecting and explaining the best solution to solve the issue;
Attracting potential customers by answering product and service questions;
Maintaining financial accounts by processing customer adjustments;
Keeping product knowledge base up to date on ManageWP and GoDaddy websites;
Keeping internal product knowledge base up to dat

January 2017 - June 2018

Customer Happiness Engineer

Resolving WordPress related issues by clarifying the customer's complaint; determining the cause of the issue; selecting and explaining the best solution to solve the issue;
Attracting potential customers by answering product and service questions;
Maintaining financial accounts by processing customer adjustments;
Keeping product knowledge base up to date on ManageWP and GoDaddy websites;
Keeping internal product knowledge base up to dat

March 2013 - April 2015

Professional Freelancer

Deliver projects on time
Prepare and develop project milestones
Communicate best practices and client demands with client
Flexibility and originality at creating and developing projects
Ensuring 100% or client's satisfaction with project completion
Reviewing milestones and making necessary changes until a task is completed.