Resume

I operate at the intersection of user experience and technical resolution—translating complex hardware, software, and network issues into actionable, human-friendly solutions. I deliver empathetic, efficient support across diverse systems while maintaining  incident logs and optimizing cross-functional workflows. Whether navigating legacy infrastructure or onboarding new tools, I bring clarity, composure, and adaptive precision to high-demand environments—anchoring tech support in both strategy and service.

 Provided comprehensive support to six specialized teams at Rocket. My responsibilities included

infrastructure support, engineering enablement, intake management, and cultivating growing client

relationships. Initially, I focused on delivering personalized assistance to each squad, which progressively

evolved into leading larger-scale projects. Furthermore, I actively participated in mentorship opportunities,

fostering skill development within the team under the guidance of our executive coaches.

Identified and addressed scaling support needs early on, developing streamlined onboarding and training workflows that improved team efficiency and knowledge retention, while maintaining my role as a Client Care Specialist. My initiative and cross-functional collaboration directly contributed to my advancement into infrastructure and data system support, where I helped enhance reliability and internal alignment across teams.

 Triple Crown Recipient

(consecutively 2019 through 2022)

Specialized in translating complex mortgage terminology and processes into easily understandable terms

for clients. I consistently spearheaded process improvements, strengthened client relationships, and led

team development initiatives. My passion for utilizing technology to streamline operations, enhance the

client experience, and solve intricate challenges originated in this role.

 Led and developed a strong team while maintaining customer service excellence, immersive experiences,

managed consistent sales growth, while remaining a top seller, consistently reaching the top 40 sales

people of the entire company. Focused on the growth, development and operation management including

but not limited to: schedules, payroll, store orders, disciplinary actions, developing training material,

communications, and promotions

As the de facto manager of a café operation within a dual-concept space, I oversaw every aspect of the coffee side—from bean selection and recipe curation to team training and daily operations. I led customer experience strategy, organized community-building events, and drove growth through product development and networking initiatives, effectively running the café as a standalone business within a broader retail environment.