Experience

Provided technical support and created customer-facing documentation for B2B SaaS platform.

• Led updates to API documentation for Priority’s Payments (MXMerchant) & Reporting (MXConnect) platforms, improving clarity around authentication, request/response structures, error handling, and integration requirements.
• Analyzed 1000+ API integration issues to identify documentation gaps, unclear assumptions, and missing reference material.
• Developed structured internal runbooks and workflows that enabled faster issue triage and reduced repeat investigation across teams.
• Collaborated with engineering, product, and platform teams to ensure documentation reflected current system behavior and upcoming changes.

• Resolved 1000+ technical support tickets with 95% customer satisfaction rating
• Created internal training and reference materials for Intuit QuickBooks Online Payroll & State Assistance Platforms to improve consistency and accuracy of information shared across all teams.
• Identified recurring knowledge gaps and contributed documentation updates to internal resources to improve resolution efficiency.
• Recognized as Agent of the Month (September 2022) for mentorship and creation of internal documentation used for onboarding and team training.