Experience

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  Mobills labs

  Feb 2015 - Aug 2019

  Customer support manager

  • Led and developed a team of 9 by effectively delegating tasks, fostering open communication, and nurturing a positive team culture.• Successfully managed an average of 6,000 monthly support requests, achieving a 96% Customer Satisfaction Score.• Optimized internal processes and reduced resolution times by developing SQL stored procedures, leading to a significant decrease in First Reply Time and Full Resolution Time.• Acted as the customer's voice in product decisions and prioritization by providing data-driven reports on customer needs and collaborating closely with the product team. Show less

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  Brigham young university - idaho

  Oct 2019 - Sept 2022

  • Developed a PowerBI dashboard that efficiently displayed project status updates for over 100 projects, which became an integral report sent out to the executive level, saving countless hours of manual work.• Assisted project managers by shadowing them on meetings, managing meeting minutes, and ensuring follow-up on actionable items to enhance communication and productivity.• Authored various project documentation such as project charters, Gantt charts, and status reports, enabling timely and effective project progress updates to stakeholders. Show less • Created web pages with HTML, CSS, and JavaScript with educational content for online students• Maintained online courses on the Canvas LMS platform, where I structured lesson pages, assignments, and quizzes to ensure smooth navigation and student experience• Took the initiative to improve spreadsheet assignments by adding advanced auto-graded features, which enabled students to succeed and saved instructors valuable time on grading• Assisted in maintaining the quality of Pathway Connect, an educational program that offers online courses to more than 50,000 students worldwide. Show less

  • IT Project Manager Assistant

    Jan 2021 - Sept 2022

  • Online Course Developer Assistant

    Oct 2019 - Jan 2021
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  Stukent

  Jul 2021 - Dec 2021

  Product owner intern

  • Collaborated with UX and Product Management teams to conceptualize, design, and launch 6 new simulations, which were developed from business needs and translated into user stories• Effectively communicated and presented features and user stories to the engineering team, providing a clear vision to build new product interactions• Managed the product backlog and oversaw the progress of each sprint phase, ensuring timely and quality delivery of the product

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  Melaleuca:the wellness company

  Jan 2022 - Apr 2022

  It business analyst intern

  • Acquired expertise in e-commerce and product development for a multinational business.• Effectively managed and tracked features and tasks using Azure DevOps.• Demonstrated strong communication skills by gathering and documenting business rules in collaboration with developers, product managers, and other business stakeholders.• Created a centralized wiki page for business rules with Sharepoint, facilitating access and reference for cross-functional teams.• Provided support by assisting engineers and collaborating with other teams to troubleshoot and solve complex issues.• Supported project managers by updating project charters and creating flowcharts, enhancing project visibility. Show less

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  Transfr

  Aug 2022 - Dec 2022

  Data specialist intern

  • Designed an Entity Relationship Diagram for a master curriculum database to improve data organization and management• Built a relational database with different entities on Google Sheets, complete with advanced validation, auto-filling, and auto-increment features, to prepare data for migration to a DBMS• Performed data cleaning, normalization, and validation to ensure data accuracy and integrity• Created new data entry processes to increase efficiency and reduce errors• Created a suite of time-saving tools using advanced formulas in Google Sheets that significantly improved team productivity. Show less

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  Melaleuca:the wellness company

  Apr 2023 - now

  It business analyst

  • Focus on backend processes related to order fulfillment, including payment processing, warehouse operations, and shipping.• Serve as the bridge between product managers and the development team, transforming business requirements into detailed user stories.• Work closely with engineers to groom user stories, ensuring technical accuracy and completeness of details for implementation.• Collaborate with product managers and business stakeholders to test and validate bugs, so they can be added to the backlog• Assist the scrum master by providing context and clarity on user stories entering the backlog, aiding in effective sprint planning.• Engage with cross-functional teams to investigate current processes, identify issues, and propose solutions to enhance operational efficiency. Show less