Austin Pachano

- Spearheaded data and analytics initiatives across the Supportability department driving data informed decision making. - Designed reporting framework using Sheets, SQL, and Looker associating support volume with product releases, eliminating unexpected ticket spikes and reducing SLA breaches by 93%. - Developed scorecards and KPI dashboards to track product supportability, enabling leadership to prioritize initiatives with the highest customer and business impact. - Contributed to AI tooling strategy planning within the support team's tooling and as a deflection tool to effectively handle the first line of contact without sacrificing the customer experience. - Worked in partnership with the Data Delivery team to architect database solutions that prioritize data accessibility and streamline integration with reporting dashboards. -Conduct in depth analysis of product support data to identify key trends, root causes of issues, and opportunities for proactive support strategies.

- Improved Slackbot using Golang to enable customer support to pull additional customer data allowing for the deprecation of an unmaintained legacy tool. - Communicated API and product changes to front end technical support teams ensuring they are equipped with necessary information to effectively handle customer inquiries. - Developed dashboards using SQL and Looker to analyze trends in support ticket handling trends, providing actionable insights into KPIs such as resolution time, ticket volumes, and customer satisfaction. - Participated in product planning discussions to ensure customer support is a focus reducing escalation points and enabling support teams to own the support process in one action. - Evaluated upcoming API and product changes from an "in the customer's shoes" perspective and call out potential concerns that may drive a higher volume of support requests to be resolved proactively. - Collaborated on drafting the dissemination of critical customer communications ensuring accuracy, completeness, and reduce the potential for customer confusion. - Collaborated on the development of internal tooling focusing on ensuring the right data is available to enable support to efficiently assist customers.

- Supported client’s developer teams in utilization of Twilio’s software libraries and SDKs, systematically troubleshooting integration issues and documenting common problems for future troubleshooting. - Maintained a strong working knowledge of a wide range of technologies such as Express, React, and Python to ensure effective support and quick understanding of problems. - Improved customer self service by creating and refining documentation influenced by common customer misunderstandings. - Effectively communicated complex technical concepts to non-technical users demonstrating an ability to translate technical information for diverse audiences. - Assist in diagnosing unique and complex implementations of Twilio libraries, employing strong analytical skills to identify root causes and propose effective solutions.

- Designed and implemented fraud trend tracking system utilizing SQL and Navicat to highlight actionable trends reducing losses by $12,000 within the first day of use. - Built and deployed Python script utilizing Salesforce and internal APIs for mass closure of accounts, resulting in a significant labor savings of over 20 FTE. - Developed Python scripts interacting with internal APIs, AWS S3 API, and AWS Redshift via SQL for operations teams to perform bulk operations saving over 3 FTE in labor. - Implemented push notifications in a Scala service deployed to AWS notifying customers when cards decline reducing time to detection by an average of 3 days. - Proposed changes to budgeting system that resulted in a 23% reduction in handling time for budgeting related support requests. - Built automated ticket taxonomy using Python and NLTK to detect ticket topics early allowing for quicker reaction to trends. - Overhauled customer bug report tracking in Salesforce and Jira for the technical support team to provide customer feedback based metrics to product teams when prioritizing work.

Train crew on new tasks throughout the store, manage quality control, manage store cash, manage crew schedules, troubleshoot system malfunctions, perform system maintenance, assist in system upgrades, maintenance store equipment

Brand development, Website manager, Out reach, Events manager