Hello new employer!
It’s lovely to see you here, and I am excited to get in touch with you. I’m looking for a new role in the Customer Support field.
My background
I have been part of the WordPress ecosystem for over a decade. First as a PHP developer, then as a support engineer (once I realised how well I can translate technical jargon into human language).
For the past six years, I have been working at Automattic as a WooCommerce Happiness Engineer. Here, I have honed my skills as an excellent communicator, focusing heavily on improving my division’s interaction quality.
I quit working at Automattic in February 2022 to start my own consultancy, Quality In Support. I do miss working in a team, so I keep my eyes open for potential new roles.
If you are looking for a highly knowledgeable team player with over a decade worth of experience working remotely, we should talk.
Skills
Communication Analysis
Project Management
Coding languages: PHP, HTML, CSS, MySQL
WordPress development
WooCommerce development
Languages
Dutch – native
English – fluent
Empathetic, outspoken, solution-oriented, and a gifted translator between the tech world and humans – that’s Ines in a nutshell. She not only understands both worlds, she is able to engage people across the divide, something I look for in a leader in the CS field. Her experience in quality initiatives that go far deeper than simply elevating CSAT set her further apart – so if you need someone to level up your support team, you should talk to her.
Valentina Thörner – The Remote Empire
Other than being a CS expert, I am also:
An experienced public speaker. I have spoken at both small meetups and large conferences. I enjoy educating my peers and colleagues alike, and will jump at the opportunity to share what I know.
A community advocate. I have managed several communities with 10k+ members. Open source communities have a special place in my heart. I even run a non-profit to help minorities go to conferences.
A long-term and skilled remote worker. Working remotely is not new to me; I have been doing so for over a decade. I am pro-active and self-organised.
All the interactions I’ve had with Ines have been absolutely amazing. She is intelligent, diligent, and extremely bright. Any company that decides to hire her is not only adding an asset to their team but adding one of the most amazing individuals I’ve had the pleasure to encounter. HIRE HER NOW!
Christopher Churchill – Codeable.io
My Career So Far
Communication Analyst – Quality In Support
I’ve worked as a front-line support agent for over a decade, and have always excelled at translating technical things into language that customers and users understand well. From turning a ‘no’ into a selling point, to converting complicated problems into motivation to stick around: my work has always been of stellar quality.
During my career, I have specialised in determining what constitutes a high quality interaction with a client or customer. I’m now happy to transfer that knowledge to you and your team!
Happiness Engineer – Automattic
As a support engineer, I work hard to ensure our relationships with WooCommerce customers are maintained and improved upon. With my background in PHP and WordPress development, I assess technical issues and offer solutions. I also provide pre-sales advice on WooCommerce specific setups and frequently open GitHub issues on bugs that I find within our products.
One of my main focuses is quality assessment; what makes interactions with customers truly great, and how do we measure that data? What do we do with that information afterwards?
Freelance Support Engineer – ibericode
As a Support Engineer I was in direct contact with the users of ibericode’s various WordPress plugins. My goals were to make sure users felt happy and well supported, as well as make the available documentation as easy to understand as possible.
Freelance Support Engineer – programmeurSTER
With programmeurSTER, I offered two services: WordPress website development and freelance support for WordPress plugin developers.
I worked together with small business owners to envision and develop their new websites. I taught them how to use WordPress as part of this service. What my clients said most often of my service is that they appreciated how I can translate difficult technical issues into a language they can understand.
Education: PHP & MySQL course – Leidsche Onderwijs Instelling
Education: Entrepreneurship – Instituut voor Midden- en Kleinbedrijf
In the several years, I’ve worked with Ines, she’s consistently focused on high-quality support by both making sure her own answers were great, and also helping her peers out. In all of this, it’s clear that she did so because of her deep care for our customers.
Job Thomas – WooCommerce/Automattic
Interested? We should chat.
You can find me on LinkedIn and Twitter, or you can send me an email. Looking forward to hearing from you!
If we have worked together and you have something nice to say about how I am to work with, please get in touch.