Customer Success Specialist
About Me
I am a customer success, training, and application-support professional with a Bachelor of Applied Science in Applied Computing and firsthand higher-education learner experience using D2L/Brightspace through University of Arizona coursework. My background combines adult education, user support, workflow design, customer communication, data-informed product improvement, and scalable documentation.
I specialize in translating complex systems into clear guidance, identifying recurring user issues, and building repeatable support and enablement resources that improve adoption, engagement, and customer confidence. I enjoy helping users understand workflows, reducing confusion, and turning feedback into practical improvements.
In my current and recent work, I have served as a primary support and success contact for a live web application, helping users and testers with account questions, workflow confusion, bug reports, feature feedback, and support requests. I also create release notes, written explanations, tester guidance, issue documentation, and feature-change communication.
I have extensive experience in adult education and instruction through my work as an owner, instructor, and writer for fiber art classes. I design and deliver classes, conference instruction, and remote learning materials, adapting my communication style for beginner, intermediate, and advanced learners.
My operational background includes office administration, service coordination, reservation support, dispatch, and public-safety communications. These roles strengthened my ability to manage customer communication, scheduling, documentation, urgency assessment, and cross-functional coordination under pressure.
I bring a strong technical foundation with experience in web applications, GitHub, Vercel, SQL-backed workflows, and AI-assisted documentation, along with coursework in software development, Python, Java, human-computer interaction, networking, cybersecurity, and applied technical problem solving. I am especially interested in roles where I can combine customer success, training, and technical communication to improve user experience and product adoption.
Skills
Problem SolvingPythonSQLTime ManagementData AnalysisJavaAccount ManagementProcess ImprovementStakeholder ManagementMicrosoft OfficeReactCustomer SuccessTypeScriptTrainingGitHubCustomer SupportPostgreSQLSchedulingGoogle WorkspaceTechnical WritingConflict ResolutionRegression TestingPhone SupportPrisma
Education
Bachelor of Applied Science in Applied Computing, Software Development Emphasis
GPA 4.0. Relevant coursework included software development, Python, Java fundamentals, human-computer interaction, statistics, networking, Android development, cybersecurity, and applied technical problem solving. Senior capstone focused on a mobile-first inventory management platform.
Experience
Serve as the primary support and success contact for a live web application. Help users and testers with account questions, workflow confusion, bug reports, feature feedback, and support requests. Identify recurring friction, prioritize fixes, and create support resources such as release notes, written explanations, tester guidance, issue documentation, and feature-change communication.
Design and deliver adult education classes, conference instruction, written educational content, and remote or recorded instruction for specialized fiber arts topics. Create scalable learning materials and adapt communication for beginner, intermediate, and advanced learners.
Managed customer communication, service intake, scheduling, technician dispatch, invoicing, payment support, permit requests, estimates, parts research, and follow-up. Coordinated between customers, plumbers, vendors, and ownership while maintaining accurate records.
Provided phone-based customer support for rental reservations, scheduling, availability, reservation changes, pickup and drop-off questions, and logistical concerns. Used structured questioning to determine needs and maintain accurate records.
Handled public-safety communications, internal and external customer service, research requests, incident information, and documentation. Supported emergency and non-emergency workflows requiring urgency assessment, discretion, accurate notes, and calm communication under pressure. Progressed into a sworn deputy role and participated in formal law-enforcement academy training.
Answered emergency and non-emergency calls, gathered accurate information under pressure, entered CAD documentation, and supported public-safety response workflows across municipal, county, and state environments. Promoted into communications administration with responsibility for scheduling, staffing coverage, training requirements, and policy or procedure support.