Summary
Overview
Work History
Education
Skills
Timeline
Generic

Madeline Steeb

Crown Point,IN

Summary

With over 10 years of professional experience specializing in leadership, education, and project management, expertise has been developed in Trust and Safety, leading high-priority technical escalations to protect and strengthen platform integrity. As a Senior Specialist, operational excellence is driven by managing complex issues and mentoring a team dedicated to delivering outstanding customer service.

A commitment to continuous improvement and fostering a collaborative environment has led to optimized team performance and the successful execution of high-impact projects. By focusing on initiatives that enhance service quality and safeguard user trust, contributions support company's reputation as a responsible and responsive service provider.

Overview

13
13
years of professional experience

Work History

Senior Technical Escalations Specialist

LinkedIn
09.2019 - Current
  • Played a critical role in managing high-priority escalations while leading and mentoring a team of specialists.
  • Responsible for overseeing a dynamic queue, acting as a subject-matter expert, and driving key initiatives to improve operational efficiency and enhance customer experience.
  • Closely collaborated with cross-functional teams to report on key metrics, analyze data, and provide insights on new product features.
  • Dedicated to optimizing team performance by shifting key responsibilities to other departments, which allowed us to focus on high-impact projects that supported broader company goals.
  • Reduced time in queue by streamlining escalation processes and implementing targeted solutions.
  • Accelerated bug resolution through effective collaboration and continuous process improvements.
  • Spearheaded product development initiatives to enhance the Trust & Safety and Payments space.
  • Mentored peers and driving knowledge sharing to strengthen team capabilities and performance.
  • Utilized Jira, Oracle Service Cloud, Salesforce, Dynamics D365, SQL, Confluence, Sharepoint.

International Teacher

EF Education First Teachers
03.2018 - 06.2019
  • Established open lines of communication with parents through regular updates on student progress, facilitating partnerships between home and school that supported each child''s academic journey.
  • Assessed student progress regularly through formative and summative assessments, adjusting instruction accordingly to optimize learning outcomes.
  • Increased student participation through use of interactive teaching methods and group activities.
  • Improved classroom management by implementing consistent disciplinary strategies and clear expectations for student behavior.
  • Mentored new teachers on best practices in lesson planning and curriculum development, contributing to their professional growth and success within school community.
  • Implemented various instructional strategies to accommodate diverse learning styles, ensuring each student''s success in mastering course material.
  • Created and developed hundreds of lesson plans to meet students' academic needs.
  • Worked with staff members and teachers to design comprehensive and individualized plans to optimize student education.
  • Increased educational expertise and knowledge by participating and leading workshops.
  • Developed new educational program with technology to help students in a new learning environment, resulting in improved academic performance for teachers and students.

Family Room Technician

Apple
01.2014 - 08.2016
  • Resolved hardware and software issues for improved device performance and functionality.
  • Managed warranty claims, liaising between customers and manufacturers for prompt resolutions.
  • Delivered comprehensive training sessions to new technicians, fostering professional growth within team.
  • Stayed up-to-date with industry trends and technological advancements through continuous learning opportunities.
  • Conducted diagnostic tests to identify and address technical problems accurately and efficiently.
  • Educated customers on product features, usage, and maintenance for better user experience.
  • Handled customer inquiries professionally, addressing concerns promptly while maintaining composure under pressure.

Sales & Customer Service

Best Buy
06.2011 - 12.2013
  • Collaborated with sales and customer service departments to address client inquiries, resolve issues, and maintain high levels of satisfaction.
  • Executed company guiding principles in interactions to exceeding standards and expectations for sales and customer service.
  • Consistently met or exceeded performance metrics, earning recognition for outstanding achievements in sales and customer service.

Education

Bachelor of Arts - International Relations

University of Nebraska At Omaha
Omaha, NE
2017

Some College (No Degree) - International Relations

Al Akhawayn University
Ifrane, Morocco

Skills

  • Training & Development
  • Operational Enhancement
  • Queue Management
  • Project Management
  • Conflict Resolution
  • Workflow Optimization
  • Cross-functional team leadership

Timeline

Senior Technical Escalations Specialist

LinkedIn
09.2019 - Current

International Teacher

EF Education First Teachers
03.2018 - 06.2019

Family Room Technician

Apple
01.2014 - 08.2016

Sales & Customer Service

Best Buy
06.2011 - 12.2013

Bachelor of Arts - International Relations

University of Nebraska At Omaha

Some College (No Degree) - International Relations

Al Akhawayn University

Similar Profiles

CREATE PROFILE
Madeline Steeb