Joshua Gomez

Experience

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  Countrywide Mortgage Services

  Jun 2004 - Dec 2005

  Customer Service, QA

  Monitored incoming/outgoing calls and emails to analyze customer service quality met company objectives and standards.

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  Amstron Power Solutions

  Jan 2006 - May 2007

  Business Account Executive

  Established and maintained B2B relationships while providing sales and customer service support and product knowledge to customers and staff.

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  Best Buy Insurance Services

  Jun 2007 - Mar 2009

  Branch Manager

  -- Initiated market research campaigns to identify and track industry trends and strategies. -- Coordinated B2B marketing campaigns to increase customer traffic and lead generation. -- Cultivated B2B relationships with auto-sale businesses to increase closing ratios and revenue. -- Managed employee schedules, payroll, and office branch accounting. -- Coached and mentored sales reps to improve sales goals & customer service experiences.

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  Assurance Systems Inc.

  Sept 2009 - Apr 2015

  Technical Support Specialist / Lead QA Analyst

  - Managed all Spanish SaaS accounts- Lead 1-on-1 training demos and webinars- Researched and contacted potential new customers- Created training videos, including script and Voice-Over- Became Lead QA Analyst and continued to assist salesLead QA Responsibilities- Mentored junior testers.- Managed requirements and test planning- Responsible for all manual testing processes- Programmed minor UI fixes using HTML, CSS, C#, and Git.- Authored and validated User Stories and Acceptance Criteria- Defined and updated internal training and knowledgebase documentation.- Triaged Bug, Feature, and Testing backlogs with Developers and Stakeholders.- Analyzed HTML, C# and XML code with developers to troubleshoot front-end issues.- Created an issue-logging workflow to improve the quality of reporting detail and follow-up. Show less

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  Courion Corporation

  Jun 2015 - Dec 2015

  Product Owner

  - Implemented product vision and roadmap. - Subject Matter Expert driving release iterations- Defined clear user stories and acceptance criteria- Triage backlogs with Developers, Testers, and Stakeholders- Tested and reviewed front-end HTML, CSS, and JavaScript impacting UI/UX- Participated in customer on-boarding processes and requirements gathering- Documented and updated product roadmaps, requirements, and knowledge-bases

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  Stingy Genius Marketing Inc.

  Jan 2016 - Jan 2018

  Account Manager

  - Onboarded and cultivated B2B relationships- Built static and WordPress eCommerce websites- Assisted with graphic design, photo, and video editing- Served as 2nd Assistant Camera for photo and video projects

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  KeyCDN

  Jan 2018 - May 2018

  Customer Support Specialist

  - Collaborated with the Marketing team to build and optimize lead gathering and qualification processes, improving lead conversion rates by 50%- Diagnosed CDN performance issues by troubleshooting NGINX, APACHE, and HTTP config files and headers, resolving complex server and network bottlenecks to enhance website performance and reduce latency

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  Self-employed

  Dec 2020 - now

  Audio Engineer and Live Sound Reinforcement

  - Delivered professional audio editing, mixing, and mastering services for podcasts, audiobooks, and music production, ensuring high-quality output across diverse platforms including Spotify, Apple Music, and YouTube Music.- Provided live sound reinforcement for events and concert venues, enhancing sound clarity and audience experience in spaces with capacities of up to 300+ attendees.- Specialized in using the Behringer x32 digital mixer, optimizing sound quality and system setup for live and studio environments.- Prepared and optimized audio for multiple platforms, adhering to platform-specific technical requirements (LUFS) and industry standards, resulting in consistent sound quality and playback performance based on client reference tracks. Show less

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  TubeBuddy

  Oct 2021 - Nov 2023

  - Delivered high-quality enterprise client onboarding experiences, conducting 1-on-1 video training, providing tailored resources, and conducting quarterly reviews, which improved client retention by 25%- Developed and implemented enterprise B2B support and account management operations by establishing a comprehensive Standard Operating Procedure (SOP) document and Miro Workflow charts, improving operational efficiency- Initiated and led weekly product training webinars for new and current enterprise clients, increasing product adoption and reducing support inquiries by 50%- Trained and managed a team of 3 account managers, enhancing enterprise client support performance and satisfaction- Created internal product training materials and videos for onboarding new hires, leading to a 50% faster onboarding process for employees working with TubeBuddy- Collaborated with development teams to triage bugs, analyze JavaScript code and suggest feature improvements, resulting in a 20% reduction in critical bugs and faster bug fixes and new feature rollout- Created and managed customer-facing educational video content on YouTube, including original thumbnail design, scripting, voiceover recordings, and editing, growing the channel by 100k+ views and 5k+ new subscribers, expanding TubeBuddy's brand visibility- Collaborated with the marketing team to provide professional audio voiceovers for social media ads and YouTube content, enhancing brand messaging and improving audience engagement.- Delegated and resolved tier 2 support tickets, ensuring prompt issue resolution and prioritization of enterprise client needs Show less - Resolved 200-300 customer support tickets weekly, achieving an average response time under 24 hours, and maintaining a 95% customer satisfaction rate - Increased ticket resolution rates by 20% by conducting product workshops for internal teams and updating product documentation and instructional videos, leading to improved customer self-service.- Developed and implemented tier 2 support processes for escalated issues requiring advanced technical analysis using Chrome and Firefox developer tools to highlight HTML and browser extension errors, reducing average resolution time for complex cases by 30%. Show less

  • Lead Enterprise Support Specialist

    Jul 2022 - Nov 2023

  • Customer Support & Community Rep

    Oct 2021 - Jul 2022