Automattic
Team Lead
September 2021-Present, Remote
- Directed a project to implement presales on WordPress.com
- Leading projects to transform our division’s customer service to be sales-focused
- Coaching a diverse team of 10 Happiness Engineers through interaction feedback and regular 1:1s
- Growing our “Customer Council” to be a direct link between active users and product releases
- Pioneering the integration of AI into support workflows to enhance efficiency and customer satisfaction
Happiness Engineer
January 2019 – September 2021, Remote
- Debugged advanced design requests as part of Automattic’s CSS-specialized team
- Coached customers in video sessions as part of WordPress.com’s Webinar team
- Presented in live, user-facing events such as the WordPress.com Growth Summit and WordCamps
- Mentored contractors and reviewed their work
- Exceeded hourly and monthly interaction expectations for quality and quantity
- Consistently outperformed sales targets, achieving top-tier performance metrics in both individual and team-based initiatives
Flagship LLC
Web Developer / Project Manager
April 2018 – November 2018, Japan
- Updated and created custom Shopify Themes
- Guided customers with little technical experience through designing and running a Shopify store
- Coordinated remote contractors and team members during theme development
- Bilingual work environment (Japanese/English)
Metropolisjapan.com
Web Developer Intern
January 2018 – March 2018, Japan
- Updated and expanded existing WordPress site for Japan-based, English news magazine
- Designed future WordPress custom theme
- Taught non-technical editors and interns the basics of WordPress and web development
Freecom Language School
Team Manager
November 2016 – December 2017, Japan
- Taught directly at various corporate headquarters (UnderArmour, Supercell, Zenoaq)
- Proven student retention and new student enrollment rate (40% student base growth)
- Managed an international staff using both Japanese and English
Matsudo International Highschool
English Teacher
August 2012 – August 2015, Japan
- Implemented new technology in the classroom using podcasts and videos
- Team teaching presenter at annual prefecture teaching conference