Aaron Lee

About

With over 10 years of experience in customer service, emergency management, and writing, I bring passion and grace to everything I do, and aid to everyone I help. Most recently, I was a customer experience manager at Ada Health, a global health company that empowers people to take control of their health with AI-powered symptom assessment and care navigation. I am a motivated, tech-savvy, and adaptable professional who thrives in fast-paced and collaborative environments, and who is always eager to learn and grow. I am passionate about delivering exceptional customer experiences, enhancing health care access and engagement, and making a positive impact in the world.

Experience

• Customer Experience Manager · Ada Health Inc.07-01-2022

  -Enhanced U.S. customer experience by modifying our voice and content for American audiences -Implemented over 100 efficient autoresponses, improving service quality and reducing costs -Provided comprehensive support for iOS and Android platforms -Utilized and optimized Intercom for seamless customer interactions -Crafted compelling copy and developed brand initiatives to drive engagement

• Premium Saftey Agent · Sp0n inc., d/b/a Citizen App11-01-2020 – 02-01-2022

  -Created multiple policies and procedures from the ground up, while working to increase the team’s understanding of safety issues; including the deep analysis of potential threats specific to the America’s, and Citizen service areas. These procedures and policies included the handling of domestic violence and sexual assault cases; money laundering; monetary and goods fraud; stalking; aircraft emergencies; and others -Identified abusive users, by gathering, analyzing, and synthesizing relevant data; and recommended appropriate action to moderation teams -Assessed the credibility of potential threats in high danger situations in order to mitigate risk of harm, and determine appropriate actions -Cross team collaboration with analysts, weather teams, outside partners, and various other stakeholders to mitigate risk and increase long term success; while helping to maintain a safe environment for users -Worked with, and maintained composure through graphic and sensitive content on a regular basis, while keeping appropriate documentation -Dispatched emergency, nonemergency, and security personnel utilizing various integrations

• Tier 2 Technician, Director of Remote Support · , Milwaukee School of Engineering Information Technology Help Desk01-01-2018 – 09-01-2020

  -Architect of the organizations IT COVID procedures which allowed the university to reopen -Managed escalated user incidents, and oversaw Tier 1 agents in their handling of incidents -Responded to crisis incidents and tickets within 15 minutes, regardless of situation -Handled sensitive information and federally protected data without incident, participated in investigations of suspicious conduct -Helped to maintained system, network and device security by enforcing access control -Expertise repairing, installing, and troubleshooting Windows 95 and later, MacOS 10.0 and later, Android 3.0 and later, iOS 4.0 and later

• Customer Service Associate, Trained Photo Technician, Beauty Aid and WU Agent · Walgreens Co.04-01-2015 – 10-01-2018

  -Utilised analytical skills to detect fraudulent transactions, including money orders; and followed appropriate police and governmental reporting requirements -Participated in loss investigations, and had a positive impact on overall shrink by providing extraordinary customer service -Provided customized beauty and cosmetic recommendations

• Designated ICS Commander, Assistant Director of First Aid and Safety · Midwest Furry Fandom Inc.12-01-2022 – 03-01-2024

  Created and implemented comprehensive emergency response plans for a wide variety of potential scenarios Acted as the organization's designated Incident Commander Conducted ongoing year round threat assessment and mitigation Collaborated with local, state, and national law enforcement, and associated command authorities in order to insure the safety of the world's largest anthropomorphic convention

Education

• American Public University SystemBachelor's of Science, Public Health, with a focus on Emergency Management and Disaster Recovery

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