National Professional Certificate in Customer Service

Tools: Google Workspace, iCIMS, Jira, Salesforce, Discord
* Deploy HR tech for program instructors
* Strategize recruitment and community engagement

Human Resources Generalist

Bachelor of Science (B.S.)

* Hosted web events and the “She’s in Tech” podcast, promoting women in tech and expanding company reach.
* Delivered full-stack solutions for clients.
* Created developer relations content, such as blogs and Twitter posts, meeting company engagement targets.

Software Engineer

* Increased yearly enrollment by an average of 8% through effective application and enrollment management.
* Managed from end-to-end the entire admissions process using an internal CRM, including reviewing application questions, developing evaluation rubrics, and communicating with prospective and current students.
* Represented the institution at monthly preview days (average 200-300 guests) and industry events (PAX), conducting private and walk-in campus tours and admissions presentations.
* Led the Merit Scholarship Committee, coordinating schedules and managing evaluations for incoming students.

Senior Admissions Coordinator

* Resolved dozens of defect tickets, enhancing application stability and user satisfaction.

Junior Software Engineer

* Transitioned from technical content in DevRel and Customer Success into HR Operations.
* Screened over 10,000 resumes and conducted 200+ phone screens, resulting in multiple key hires.
* Created and maintained the employee handbook and internal HR playbook, ensuring up-to-date policies.
* Planned and coordinated company events, achieving >80% participation, enhancing team morale.
* Developed company onboarding processes, improving new hire satisfaction and reducing onboarding time. 
* Implemented new perks and benefits, such as wellness and Wi-Fi funds, enhancing employee satisfaction.
* Organized and managed logistics for company events, including travel and merchandise distribution.
* Restructured the company’s Discord server, facilitated community events, and moderated live streams.
* Triaged GitHub issues, consolidating duplicates and prioritizing tasks to streamline engineering workflow.

People Ops Generalist

* Coordinated digital media content on social media and advertising platforms.
* Increased tour profits by 11% and merchandise profits by 19% on average per client.
* Managed tour logistics, merchandise negotiations, and social media presence for over 20 clients.
* Successfully coordinated over a dozen national tours, ensuring seamless operations and enhanced profitability.
* Previous Clients: The Tony Danza Tapdance Extravaganza, Shai Hulud, Lambgoat, Chris Fulcher Photography, Pam Mark Hall, Masticis Humanis, Demeanor.

Operations and Tour Manager

Talent Acquisition Specialist

Talent Acquisition for Ketryx

Know about Susan Ma’s work experience, education, bootcamps, certifications, and much more. Susan Ma