Lea Gossett

Experience

• 

  University of South Carolina

  Aug 2016 - May 2018

  * Served as a supervisor during intramural sport activities. * Mentored new referees.

  • Intramural Sports Supervisor

    Aug 2017 - May 2018

  • Intramural Sports Referee

    Aug 2016 - May 2018
• 

  Franklin County Schools

  Jul 2019 - Apr 2020

  Athletic Trainer

  * Provided first aid to high school athletes. * Developed and led rehabilitation for injured athletes. * Educated athletes on best practices regarding their health and wellbeing.

• 

  Osceola County School District

  Aug 2020 - Sept 2021

  Teacher

  * Life Science to 8th grade students. * Anatomy & Physiology to HighSchool students.

• 

  Calendly

  Sept 2021 - now

  * Provided advanced technical support to customers via email, live chat, phone, and screen share.* Managed complex support cases and collaborated with cross-functional teams, such as engineering, legal, and marketing, to resolve escalated issues.* Acted as a certified bug reporter to document and communicate software issues with precision, ensuring timely resolution and boosting overall product quality.* Assisted with the implementation of a new bug reporting and escalation process for Prelude. * Served as a subject matter expert (SME) on product features and functionality.* Created video content and internal documentation to further enhance training materials for Customer Support Specialists.* Coached new hires throughout onboarding, via shadowing and reverse shadowing sessions.* Monitored a support team Slack channel, promptly addressing internal inquiries to facilitate swift and effective resolutions to customer issues, thus preventing unnecessary escalations.* Graded certification assessments and projects to further upscale the support department as whole.* Assisted customer experience (CX) operations with SuperAdmin audit and updating of internal support tools.* Represented the customer support team as a teammate panel interviewer.* Volunteered to represent customer support in weekly “Getting Started” webinars hosted by the marketing team. Show less * Led weekly Zendesk ticket working sessions with new hires, instilling confidence in the tools and processes.* Participated in ticket calibration sessions to establish unbiased grading procedures across the department.* Evaluated tickets and live chats for customer support specialists, offering constructive feedback to equip them with the knowledge and tools needed for future success.* Partnered with Training and Onboarding in the creation of certification assessments and projects.* Analyzed trends in individual agent performance to pinpoint areas of improvement and knowledge gaps, resulting in recommendations for enhancements of the internal knowledge base.* Developed and presented a process improvement plan to a customer support manager, highlighting key findings and offering potential solutions. Show less

  • Content Specialist II

    Aug 2024 - now

  • Customer Support Specialist V

    Jan 2024 - now

  • Senior Product Specialist

    Aug 2022 - Jan 2024

  • QA Support Internship

    Jul 2023 - Sept 2023

  • Product Specialist

    Sept 2021 - Aug 2022