Annelise Poda

Head Of Support and Trust & Safety at Hipcamp

San Francisco, CA

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About

I am experienced in creating support systems, workflows, and strategy. I enjoy finding useful ways to bring the voice of the community to a wider company so that customer experience and feedback can be easily digested and taken into account when developing products. I'm Zendesk fluent and can build up an implementation from scratch, I enjoy managing people and helping them grow, and I'm energized by supporting passionate communities. I enjoy finding ways to creatively address issues that cause the most problems for users.

Ask me about
Support
Trust & Safety
Persona
Onfido
Mitek
Berbix
Work experience
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May 2018 - Present

Hipcamp

Head Of Support and Trust & Safety

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Sep 2017 - May 2018

IFTTT

User Support Manager

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Oct 2015 - Jul 2017

SoundCloud

Senior Community Support Manager

- Managed the US Community Operations Team and helped my 7+ reports grow and develop diverse skill sets - Ensured we solved support tickets at a high level of quality in tandem with scaling efforts - Owned Zendesk and Unbabel implementation and maintenance - Reported and analyzed team KPIs, product feedback, and user stories to the company in a monthly deck - Developed and executed team strategy in relation to self-service, localization and language support, and more! - Successfully reduced the reopen rate of support tickets by 30% via strategic Zendesk implementation decisions and use of improved contact forms. This freed up time for agents to work on other projects to help us scale and offer better support to the SoundCloud Community.

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Jun 2014 - Oct 2015

SoundCloud

Community Support Manager

- Trained 5 copyright specialists and organized the team across three time zones - Point of escalation for high touch copyright inquiries - Documented team processes for internal and external alignment and reference - Proposed & implemented data backed product improvements to engineering (ex: copyright dispute flow improvements) - Owned a global communications project to foster closer ties between SoundCloud offices

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Aug 2012 - Jun 2014

SoundCloud

Copyright Support Specialist

- Top ticket resolver for a variety of inquiries (troubleshooting, copyright, payments) - Reported issues & bugs to engineering and communicated the incidents to the community - Organized projects to fix and clarify issues that generated the most support tickets - Worked on help center improvements to boost self-service and improve 1:many support

Oct 2012 - Dec 2013

Popdose.com

Contributor

I reviewed all kinds of concerts in the San Francisco Bay Area. Entire archive of published articles: www.ampoda.wordpress.com

Aug 2011 - Aug 2012

JamBase.com

Contributor

I reviewed a wide variety of Bay Area concerts. Entire archive of published articles: www.ampoda.wordpress.com

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Jul 2009 - Jul 2012

Wolfgang's Vault

Customer Service and Order Fulfillment Operations

- Completed day to day work for the online store including order fulfillment, inventory management, and shipping logistics. - Processed large amounts of orders and made sure that customers were happy with their experience. - Assisted customers via phone and email and responded to order inquiries and complications. - Wrote for online magazine Crawdaddy! and composed additional site copy for listed products.

Feb 2009 - May 2009

Position Music

Intern

- Researched potential clients to create new song licensing opportunities - Marketed the catalog through direct mail campaigns

Apr 2008 - Nov 2008

Q Music

Intern

- Worked on projects to promote the Queensland music industry and assist artists - Helped organize the Big Sound Industry Conference and Q Song songwriting contest - Promoted events and local concerts in Brisbane - Assisted with office work, website maintenance, and online newsletter assembly

Aug 2007 - Dec 2007

Golden Sphinx Records

Intern

- Assembling press kits and marketing materials - Updating artist information online (tour dates, CD release notices) - Booking motels, assisting in tour logistics - Selling merch at shows

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May 2007 - Aug 2007

Google

Intern

Helped to organize a three month long internal conference • Coordinated sessions • Created conference manual • Put together online resources and training videos • Helped plan kick-off party • Promoted the event

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May 2006 - Aug 2006

Wolfgang's Vault

Intern

- Data entry for music memorabilia - Filing products to put away in storage - Order fulfillment: Pulling merchandise from storage, packaging outgoing orders

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Mar 2006 - May 2006

Musictoday

Intern

- Designed a plan to sell presale tickets to the 2006 Warped Tour with other students - Promoted the tour on campus and online through MySpace, Facebook, and other communities

Talk to Annelise

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