# Olivia Perez > Full Stack Software Engineer | Python & React | Former CX Chatbot & Content Strategist | Passionate About Building for the User Location: New York City Metropolitan Area, United States Profile: https://flows.cv/oliviaperez As a Software Engineer with a background in various Customer Experience roles, I combine my technical skills and creative vision to generate impactful products that help people. I graduated from Flatiron School with a certification in Computer Software Engineering in March 2023, where I learned how to build full-stack web applications using JavaScript, React, Ruby on Rails, and other technologies. Since stepping into my first Software Engineering role, I’ve continued to deepen my expertise and broaden my skill set across technologies like Python, Django, TypeScript, pytest, Cypress, AWS, Datadog, and other modern development tools. In my previous roles as a CX Content Strategy Lead & Chatbot Manager, I focused on delivering exceptional customer experiences by developing data-driven content strategies, designing well-structured conversational workflows for our support chatbot, and training it to provide accurate, helpful responses to customer inquiries. I also created user-centered content that enabled smoother, more intuitive interactions with the platform. I have a knack for tackling problems head-on, even when encountering ambiguity, and finding impactful solutions. I’m passionate about writing technical documentation and have a sharp eye for detail when writing and reviewing code to maintain high quality. I thrive in collaborative environments and am committed to fostering a supportive team culture. When I'm not coding, you can find me: - Behind the lens of a film camera, experimenting with different formats and taking portraits. I also specialize in using early photographic processes, such as wet plate collodion. - Engrossed in a captivating Sci-Fi, Fantasy, or Fiction book, always on the lookout for a great read. - Outdoors and active, either riding my bike, playing tennis, or weightlifting at the gym. - Exploring new destinations around the world! Some of my favorite cities so far include Tokyo, Florence, Barcelona, and Mexico City. - Constantly learning, with an insatiable curiosity for discovering new topics and exploring new ideas. ## Work Experience ### Software Engineer @ Sure Jan 2024 – Jan 2025 ### Associate Software Engineer @ Sure Jan 2023 – Jan 2024 ### Content Strategy Lead & Chatbot Manager @ Betterment Jan 2021 – Jan 2022 | New York, United States My motivation is to provide clients with a unique and tailored experience that demonstrates our products are created with their needs in mind. I achieve this by curating, strategizing, and developing client support resources such as FAQs, articles, email macros, and chatbot responses that provide a comprehensive understanding and use of our products. - Chatbot Architect responsible for meeting and exceeding KPIs for bot engagement rate, escalation rate, deflection rate, and content helpfulness through bot content creation, iteration, and enhancements - Analyzed chatbot analytics using tools such as Mixpanel to identify high-traffic web application pages and common user inquiries, resulting in targeted assistance that improved the customer journey and increased customer satisfaction - Utilized analytics tools such as Mixpanel and Hotjar to investigate Help Center pages with the highest traffic, reviewed chatbot conversations on those pages, and updated FAQ content to better address customer inquiries, increasing client self-sufficiency - Owned and executed an initiative to provide exceptional chatbot support during our busiest time of year, tax season, which contributed to a significant decrease in phone and email support volume - Trained the chatbot to recognize questions more effectively and provide appropriate responses based on customer feedback from conversations that did not result in satisfactory responses, resulting in improved accuracy of responses - Provided weekly data highlights and reports to senior leadership on chatbot traffic, inquiry trends, and popular products discussed, resulting in better-informed decision-making - Built a customized Asana board to receive and process content requests for various assets, enabling cross-functional collaboration with Product, Legal, Compliance, and external partnerships. This board served as a template for other customer-facing teams to help streamline their content production processes. ### Customer Experience Specialist @ Betterment Jan 2021 – Jan 2021 | New York, New York, United States - Coached and mentored a team of 30+ Associates in handling intricate customer inquiries and providing efficient solutions - Resolved over 100 client escalations through effective troubleshooting and investigation, collaborating with cross-functional teams including Legal, Smart Servicing, Risk Management, Product, Security, and Operations - Created and updated internal Wiki content to serve as an informational library on products and procedures, resulting in improved performance for Associates and increased scores on weekly Quality Assurance Scorecards - Conducted regular Quality Assurance reviews of Associate email and phone communications, resulting in the identification of coaching opportunities, pinpointing knowledge gaps, and creation of educational resources to improve customer interactions - Developed training materials and facilitated training sessions for newly hired Associates, resulting in increased confidence and competency in customer communications, ultimately leading to higher customer satisfaction scores ### Customer Experience Associate @ Betterment Jan 2019 – Jan 2021 | New York, New York, United States - Provided exceptional customer support by utilizing expert troubleshooting skills, deep knowledge of the platform and its products, and a compassionate approach - Identified pain points in the team's workflow and successfully executed solutions to increase team efficiency and effectiveness - Streamlined customer communication by writing and optimizing email macros, resulting in reduced response time and increased customer satisfaction - Investigated and resolved customer issues in a timely and accurate manner, achieving a high-resolution rate - Crafted engaging and informative responses to inquiries across multiple social media platforms, including Twitter, Facebook, and Instagram - Analyzed social media activity to spot patterns and trends, and reported relevant data in a company-wide bi-weekly newsletter ### Studio Assistant @ Laumont Editions Jan 2016 – Jan 2019 | New York, New York, United States - Produced fine art prints using state-of-the-art UV printer, ensuring high-quality standards were met - Collaborated with clients to understand their needs and exceed their expectations, providing exceptional customer service - Calculated and sent production quotes to clients, ensuring transparency in pricing and expectations - Conducted quality checks and hand-retouched fine art prints, ensuring the final product was flawless - Researched and sourced materials, keeping costs low while maintaining quality standards - Coordinated with cross-functional departments to meet deadlines, contributing to the success of projects - Wrote engaging content for the company blog and created social media content, increasing brand awareness and engagement - Managed inventory, ensuring adequate stock levels and reducing waste ## Education ### Computer Software Engineering Flatiron School Jan 2022 – Jan 2023 ### Bachelor of Fine Arts - BFA in Fine and Studio Arts University of Central Florida Jan 2010 – Jan 2013 ## Contact & Social - LinkedIn: https://linkedin.com/in/olivia-perez-se - Website: https://medium.com/@opierez - GitHub: https://github.com/opierez --- Source: https://flows.cv/oliviaperez JSON Resume: https://flows.cv/oliviaperez/resume.json Last updated: 2026-03-23