Alexandra Scarpello

Instructional Designer

Cloudflare

Feb 2024 - Current (2 years 4 months)

Instructional Designer

Muck Rack

Apr 2023 - Feb 2024 (11 months)

Instructional Designer, Training Facilitation

Shipstation

Jan 2020 - Apr 2023 (3 years 4 months)

Achieved 74% trial-to-enrollment conversion for external courses, showcasing strong learner engagement. Project lead for the ShipStation certification program. Authored using Skilljar and Articulate Rise. Designed internal Revenue Operations training; including onboarding, product, and continuing education. Created video micro learning series using Camtasia. Wrote internal troubleshooting documentation for over 100 integrations, updates to policy and procedure, and printer integration documents. Authored and reviewed content for ShipStation Help Center. Resolved diverse range of technical issues across over 100 integrations for end-users via phone, email, and live chat. Collaborated with Technical Writing team and maintained internal

Technical Support

Shipstation

May 2018 - Jan 2020 (1 year 9 months)

Resolved diverse range of technical issues across multiple integrations for end-users via phone, email, and live chat. Assisted users with printer software and hardware issues remotely. Collaborated with Technical Writing team and maintained internal knowledge bases for hundreds of error messages across over 100 integrations. Coached L1 agents on efficiency tools and metric growth opportunities. Averaged 350+ tickets closed per week.

App support

Camp Gladiator

Jan 2016 - May 2018 (2 years 5 months)

Addressed customer care issues, including escalations, through Zendesk email and voice services in a timely manner. Avg: 600 emails per week, 250 calls per week with some live chat support Worked with tech team in JIRA to troubleshoot tech issues with company app and website. Processed inbound/outbound past due collections and generated sales through warm leads. Generated 67,367.19 total revenue and saved 250 total customers from cancelling their accounts Since 1/1/18. Created and managed a department wide quality analysis database ratings system updated daily. Show less

Alexandra Scarpello

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