Senior Technical Support Engineer
- - Increased case deflection rate from 18% to 35% by working closely with Customer Operations Team to tune chatbot behavior and responses. - Led community outreach efforts by providing regular best practices. During this time, membership in the community grew by 25%. - Partnered with the Employee Experience team to launch the Women at Gong community. It’s become an important part of Gong culture, with over 300 members (over 25% of the company). - Revamped and operationalized “Office Hours” processes to ensure high-quality customer experiences, internal knowledge capture, and team growth. - Maintained a 97% CSAT rating throughout my tenure while handling highly technical and escalated cases.
University of Utah
Full Stack Web Development
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