Jennifer A.
About Jennifer A.
Jennifer A. is the Process and QA Lead for Customer Experience at Rover.com, with a background in customer success, language teaching, and translation.
Current Position at Rover.com
Jennifer A. has been serving as the Process and QA Lead for Customer Experience at Rover.com since 2018. Her role involves overseeing the quality assurance processes for customer interactions and ensuring an exceptional customer experience. Based in Barcelona, Spain, she has implemented Zendesk macros and Help Centre articles to streamline customer support processes. Additionally, she utilizes Smartling for product localization to ensure that content is accurately translated and culturally appropriate.
Previous Experience: DogBuddy
Before her current role at Rover.com, Jennifer A. worked at DogBuddy as the Customer Success representative for Spain from 2015 to 2018. During this time, she was responsible for improving customer satisfaction and retention within the Spanish market. This experience helped her build a strong foundation in customer service and platform advocacy.
Teaching and Educational Background
Jennifer A. has extensive experience in teaching. From 2011 to 2015, she worked at Edist escola d'idiomes and English for You as an English teacher. Simultaneously, she served as a Spanish teacher at various institutions, including EOI Drassanes, BCN Plus, Aston Idiomas, ESADE, International House, and Sheffield Centre, between 2011 and 2014. Her educational qualifications include a Master's Degree in Teaching Spanish as a Foreign Language from Universidad de Barcelona/Universidad Pompeu Fabra, earned between 2011 and 2013, and a Degree in Translation and Interpreting from Universidad de Las Palmas de Gran Canaria, completed in 2008.
Early Career and Freelance Work
Jennifer A.'s early career included roles such as a Business Centre Assistant at Radisson Blu Manchester Airport for three months in 2010, and a Spanish Language Assistant at Failsworth School and Royton & Crompton School from 2009 to 2010. She also worked as a freelance translator and interpreter for one year in Las Palmas de Gran Canaria between 2009 and 2010. These roles helped her develop a multi-faceted skill set in language instruction and business support.
Contributions to Product and Customer Experience Teams
In her role at Rover.com, Jennifer A. acts as a liaison between the customer experience team and other departments. This facilitates effective communication and collaboration across teams. She provides feedback to the product team based on direct customer interactions, which helps enhance product offerings. Additionally, she covers the responsibilities of the Localization Project Manager during their personal time off, ensuring continuity in localization efforts.