Senior support professional and indie builder with 15+ years of experience in technical support, client relations, and internal documentation. I build browser extensions and web tools on the side — and write about the process along the way.

1. Oct 2016 — Present

   Senior Partner Support Consultant | PS Content Focal

   Zillow Group

   • Answered incoming emails, chats, and calls from clients experiencing issues with their listings or advertising-related services on Zillow.com.
   • Responsible for troubleshooting and escalating issues to several internal teams in a timely manner to ensure a quick resolution.
   • Troubleshot discrepancies between MLS data and agent listings to ensure the accuracy of information on Zillow.com and related sister websites.
   • Assisted the Strategic Support team (VIP clients) with their call and email queues.
   • Worked on multiple escalation teams and project teams.
   • Maintained several performance metrics at a consistently high level (top 3 out of 30+).
   • Senior: Available to teammates and Team Leads for questions and complex issues; assisted with answering consultants' questions in the Org Slack channel.
   • Content Focal: Maintained and improved internal documentation and SOPs, kept alignment with external resources, and provided timely communications of product and workflow updates to the Org. Managed Org-related projects including beta testing new tools and creating related documentation. Consistently analyzed engagement data to improve content engagement and bridge gaps.
   • Built the Zillow Admin Tools browser extension — a suite of productivity utilities created to streamline workflows for all support teams at Zillow Group.
   • '18/'19 Inaugural Site Leader for the Latinos Unidos Affinity Network in Orange County.
   • 2020 Director of Communications for the Latinos Unidos Affinity Network.
   • 🏆 Power to the People Award — 2017 🐛 Top Bug Crusher — Q3 2019
2. 2010 — 2016

   Account Executive

   Diverse Solutions (Zillow Group)

   • Answered incoming calls and assisted with troubleshooting account-related issues — website, IDX, and MLS data — while providing detailed service in optimizing clients' IDX on their websites.
   • Facilitated online product trainings (webinars) for groups of users on a set schedule, as well as dedicated support by appointment.
   • Answered incoming tickets via ZenDesk within 4 hours while providing support through phone and online chat.
   • Managed the company's Community Forum and answered customer inquiries through the forum directly.
   • Assisted with billing-related tasks such as contacting clients about payment and updating/charging credit cards.
   • Created a working database of troubleshooting FAQs for internal use.
   • Developed improved SOPs and workflows for managing bulk tickets via ZenDesk, enabling all reps to more easily sort through escalation-related issues.
3. 2009 — 2010

   Customer & Technical Support

   Advanced Access

   • Answered incoming calls, online chats, and emails from clients — often all at once — requiring advanced multitasking.
   • Troubleshot basic email and email client issues (Outlook, Thunderbird, etc.).
   • Helped clients with website design and search engine optimization to get the most out of their leads and web placement.
   • Answered questions regarding website design and SEO, and walked clients through the Virtual Office site editor.
   • Assisted with creating a universal FAQ for different Virtual Office platforms and with producing instructional video content.