Summary
Overview
Work History
Skills
Certification
Hobbies: Avid Dungeons and Dragons player, published author
Timeline
Hi, I’m

David Cowan

Santa Clara,CA

Summary

Dedicated professional with 10 years of service experience and a background in business writing with a passion for building efficient processes. Skilled and adaptable with a friendly and professional demeanor.

Overview

15
years of professional experience
1
Certification

Work History

Udacity

Community Manager
12.2021 - 04.2023

Job overview

  • Created engaging programs that helped over 1000 students graduate from sponsored scholarship and train-to-hire programs.
  • Improved and standardized team processes through targeted experimentation, thorough data analysis, and community feedback.
  • Collaborated with numerous internal teams to ensure client satisfaction and improve student graduation rates by 20%.
  • Analyzed data to quickly identify and resolve issues with engagement, learning platform, internal processes, and community support.
  • Promoted internal community advocacy through partnership with other teams.
  • Coordinated and implemented numerous meetings, forums and community events.

Udacity

Sr. Student Support Representative
08.2019 - 12.2021

Job overview

  • Co-winner of the 2021 Bronze Stevie Award for Customer Service Department of the Year
  • Developed highly empathetic client relationships and earned areputation for exceeding service standard goals with 90%+ CSAT rating.
  • Improved ticket resolution time by creating and revising standard email communications for most-common issues.
  • Mentored colleagues by providing insight on complicated issues, training best practices, and improving workflow.
  • Specialized in servicing Enterprise clients (like AT&T, Bertelsmann, and Audi) and Scholarship partners (such as OneTen, Amazon, and Blacks in Tech).

23andMe

Customer Operations Specialist
06.2018 - 06.2019

Job overview

  • Advised Tier 1 agents on customer engagement, policy and documentation to improve delivery of a consistent customer experience.
  • Provided high-quality customer support in a highly regulated industry to minimize legal risk.
  • Used a friendly, empathetic approach to resolve nuanced customer issues.
  • Collaborated with Legal, Operations, and Product Engineering to ensure rapid alignment when resolving diverse issues.

Selligent

Technical Support Engineer
01.2016 - 05.2018

Job overview

  • Resolved complex technical issues for a SaaS and on-premise enterprise marketing solution within SLA via multi-channel customer support network.
  • Managed the successful launch of time-sensitive, high-priority email campaigns as part of a 24/7 global support team, resulting in an exceptional 3.8/4.0 CSAT rating.
  • Leveraged on-job experience to gain proficiency with command line Linux and SQL administration, expanding the team’s ability to resolve a greater depth of issues.
  • Collaborated closely with other customer-facing departments (Account Management, Deliverability Services, SaaS Operations, etc.) to improve speed and depth of root cause analyses.
  • Utilized strong technical writing skills to provide internal documentation for policy and workflow, enabling cross-departmental comprehension of key business processes.
  • Became a knowledge resource for licensing, administrative process, and community involvement.

Skills

  • Client Service and Support
  • Team Training
  • Problem Resolution
  • Workflow Processes
  • Community Organization
  • Nonfiction Prose
  • Copywriting, Editing and Review
  • Software Development Tools: JIRA, Confluence
  • Zendesk
  • Google Workspace

Certification

  • Atlassian Pro Skills Badge: Jira Essentials with Agile Mindset - April 2023
  • Community Management Essentials, Community Club - June 2022

Hobbies: Avid Dungeons and Dragons player, published author

  • Short stories published in Breaking The Ice: Stories From New Tibet and Historimorphs (Sofawolf Press).
  • Poetry published in New Fables, Reed Magazine, and Poesia Quarterly.
  • Sharpened collaboration, team-building, organization, and people management skills through Dungeons & Dragons games over 25 years of play.

Timeline

Community Manager

Udacity
12.2021 - 04.2023

Sr. Student Support Representative

Udacity
08.2019 - 12.2021

Customer Operations Specialist

23andMe
06.2018 - 06.2019

Technical Support Engineer

Selligent
01.2016 - 05.2018

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David Cowan