Overview
Work History
Education
Skills
Affiliations
Accomplishments
Timeline
Generic

Shaunna Pedroza

Valencia,CA

Overview

8
8
years of professional experience

Work History

Support Specialist

StyleSeat
, United States
08.2021 - Current
  • Displayed empathy and critical thinking when responding to user inquiries about the product, explaining features and resolving questions.
  • Consistently met ticket count and exceeded stretch goals, demonstrating a strong determination to help our community.
  • Analyzed computer issues, identified root causes, and implemented solutions.
  • Developed skills relevant to community operations, such as Freshdesk, Freshchat, Django, Looker, LogRocket, Braze, Jira, Google Workspace, and Stripe.
  • Trained new team members to help onboard and understand SOPs, as well as commonly used systems and tools.
  • Managed and led the CX Awards to recognize outstanding customer support achievements, and boost team morale.
  • Cross-collaborated with internal teams to quickly file, report, and escalate bugs to resolve customer queries.

Special Education Paraeducator

Saugus Union School District
Santa Clarita, United States
08.2018 - 11.2019
  • Displayed a strong level of patience and empathy while working with students with disabilities and learning differences, including ADHD, autism spectrum disorders, cerebral palsy, and Down syndrome.
  • Led educational games, crafts, lessons, and group activities that assisted students with learning and language expansion.
  • Provided teacher and classroom support, such as grading student assignments, organizing classroom supplies, and performing administrative tasks.
  • Provided prompts and redirection as needed to manage challenging behaviors, and delivered individualized lessons based on the student's IEP.

Shift Supervisor

Blenders In The Grass
Ventura, United States
05.2017 - 01.2018
  • Ensured all sales and operations ran smoothly, balanced drawers, and accounts at the end of a shift.
  • Addressed and resolved customer complaints, and reported any ongoing issues to upper management.
  • Provided friendly and attentive service while also treating every customer equally.
  • Offered enthusiasm and knowledge about the store's detailed menu to each guest.

Education

Bachelor of Arts - Communication, Environmental

California State University Channel Islands
Camarillo, CA
05-2017

Skills

  • Written communication
  • Customer support
  • Technical troubleshooting
  • Empathy in interactions
  • Self-Directed
  • Helpdesk operations

Affiliations

  • Self published a daily planner titled Seasons of Becoming to support wellness and sustainable productivity in today's fast paced world.
  • Lifelong learner who continuously finds new topics to dive into and expand my knowledge. Currently learning about medicinal plants/herbs and nutrition for optimal health!

Accomplishments

  • StyleSeat CX Award for Community Champion

Timeline

Support Specialist

StyleSeat
08.2021 - Current

Special Education Paraeducator

Saugus Union School District
08.2018 - 11.2019

Shift Supervisor

Blenders In The Grass
05.2017 - 01.2018

Bachelor of Arts - Communication, Environmental

California State University Channel Islands

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Shaunna Pedroza