Dani Heavenor (She / They)
About Dani Heavenor (She / They)
Dani Heavenor is a Customer Support Specialist at Clio, where they have worked since 2021. They have extensive experience in customer service and technical operations, having held various roles in companies such as Adacado and Electronic Arts.
Work at Clio
Dani Heavenor has been employed at Clio, a cloud-based legal technology company, as a Customer Support Specialist since 2021. In this role, Dani works remotely and is part of the Knowledge Base Experts team, focusing on enhancing and ensuring the quality of Clio's knowledge base. Dani also mentors two junior agents as a Knowledge Base (KCS) Mentor, providing guidance and support in their professional development. Additionally, Dani shadows Technical Escalations Agents to gain insights into complex technical issue resolution processes. Dani leads a project proposal for a Customer Effort Score survey aimed at improving customer satisfaction and service efficiency.
Previous Work Experience
Before joining Clio, Dani held various positions in different organizations. From 2018 to 2020, Dani worked at Adacado Inc. as an Account Strategist and previously as a Creative Ad Ops Specialist from 2016 to 2018. Dani also served as a Technical Operations Manager at Edge Web Apps for five months in 2020. Earlier in their career, Dani worked at Electronic Arts (EA) as an Assistant Lead Presentation QA and Analyst in 2014. Other roles include positions in digital marketing, customer service, and quality assurance at companies such as Liddleworks Indie Media, FYidoctors, and Hothead Games.
Education and Expertise
Dani Heavenor holds a Bachelor of Fine Arts (BFA) from the University of Calgary, where they studied from 2006 to 2011, focusing on Visual Arts with a Developmental Art Concentration and a minor in Museum and Heritage Studies. Additionally, Dani studied Digital Arts and Animation at the Vancouver Institute of Media Arts, completing the program in 2014. This educational background provides a foundation for Dani's expertise in customer support, digital marketing, and technical operations.
Mentorship and Leadership
In their current role at Clio, Dani Heavenor actively participates in mentorship and leadership initiatives. As a Knowledge Base (KCS) Mentor, Dani supports the professional development of junior agents, sharing knowledge and best practices. Dani also leads projects aimed at enhancing customer experience, such as the Customer Effort Score survey proposal, which focuses on improving customer satisfaction and service efficiency. This involvement demonstrates Dani's commitment to fostering a collaborative and supportive work environment.