Emily Sandoval
San Jose,CA
Summary
Quality Assurance and Customer Support professional with 5+ years of experience supporting customer operations, evaluating service quality, and optimizing support systems. Experienced with Salesforce Service Cloud, Jira, and QA performance scoring to ensure high quality customer interactions and operational efficiency. Proven ability to troubleshoot system issues, improve workflows, and collaborate cross-functionally with engineering and operations teams. Seeking opportunities in Quality Assurance or Customer Support Operations where I can contribute to improving customer experience and service quality.
Overview
7
7
years of professional experience
Work History
Tools & Systems Specialist (Service Cloud)
Poshmark
04.2025 - Current
- Support the maintenance and optimization of internal tools used by Community and Marketplace Operations teams.
- Troubleshoot system configuration issues, identify root causes, and implement corrective actions to maintain operational efficiency.
- Provide real-time technical support through Slack channels, resolving tools and systems issues for internal teams.
- Configure and maintain Salesforce Service Cloud queues to ensure accurate routing of customer support cases.
- Conduct regular system audits within Salesforce to ensure queues, workflows, and routing rules function correctly.
- Create and manage Jira tickets to track system issues, feature requests, and operational improvements.
- Develop reports in Salesforce to support operational insights and decision making.
- Document system configurations, workflows, and audit procedures to support team knowledge and training.
- Partner with IT and Engineering teams to troubleshoot technical issues and support platform stability.
- Identify opportunities to improve workflows and suggest enhancements to internal systems and tools.
Quality Assurance - Associate Specialist
Poshmark
06.2023 - 03.2025
- Evaluate customer service interactions using QA scorecards to ensure alignment with company service standards.
- Provide structured feedback to associates to improve customer experience and service quality.
- Support the QA Manager with operational reporting, audits, and administrative tasks.
- Contribute to building and maintaining a high-performing QA program within the Community team.
- Monitor support interactions and identify trends that may impact customer satisfaction or operational efficiency.
Senior Community Associate - Customer Service
Poshmark
11.2020 - 05.2023
- Collaborated cross-functionally with internal teams to execute community programs and projects.
- Represented the customer voice by identifying trends and insights from community interactions.
- Supported community growth initiatives through events, programs, and operational coordination.
- Assisted in daily operational tasks including Service Cloud administration and program management.
Stylist - Customer Service Specialist
Azazie
08.2019 - 11.2020
- Delivered customer support through phone, email, and live chat channels using Zendesk.
- Resolved customer concerns, product questions, and order issues while maintaining high satisfaction standards.
- Managed multiple support channels simultaneously while maintaining efficient response times.
- Assisted with training new employees on customer service procedures and systems.
- Contributed to updates in policies and standard operating procedures.
Education
Graduate Studies - History
San Jose State University
Undergraduate Studies - History
Foothill College
Los Altos, CAUndergraduate Studies - History
Hartnell College
Salinas, CASkills
- Quality Assurance
- QA scoring and performance evaluation
- Customer interaction auditing
- Feedback and coaching support
- SOP documentation and process improvement
- Customer Support Systems
- Salesforce Service Cloud
- Jira ticket management
- Stella Medallia
- System troubleshooting
- Queue configuration and routing
- Process documentation
- System audits
- Cross-functional collaboration
- Training and onboarding new staff
- Problem solving
- Communication & conflict resolution
- Application support
- Hardware troubleshooting
- Configuration management
- Operating systems
Timeline
Tools & Systems Specialist (Service Cloud)
Poshmark
04.2025 - Current
Quality Assurance - Associate Specialist
Poshmark
06.2023 - 03.2025
Senior Community Associate - Customer Service
Poshmark
11.2020 - 05.2023
Stylist - Customer Service Specialist
Azazie
08.2019 - 11.2020
Undergraduate Studies - History
Hartnell College
Graduate Studies - History
San Jose State University
Undergraduate Studies - History
Foothill College