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I am a customer-focused, solutions-driven technology professional with over a decade of experience across technical support, trust & safety, and leadership. I currently serve as Happiness Engineer at Automattic, where I help WordPress.com users troubleshoot issues, translate complex concepts into clear guidance, and deliver reliable support in a 24/7 global environment. I also design and develop websites as the owner of Neon Moon Development, leveraging WordPress, HTML, CSS, and JavaScript to help small businesses grow online. I value collaborative problem solving, remote teamwork, and ongoing improvements to processes and knowledge bases to keep the customer experience top of mind.…I am a customer-focused, solutions-driven technology professional with over a decade of experience across technical support, trust & safety, and leadership. I currently serve as Happiness Engineer at Automattic, where I help WordPress.com users troubleshoot issues, translate complex concepts into clear guidance, and deliver reliable support in a 24/7 global environment. I also design and develop websites as the owner of Neon Moon Development, leveraging WordPress, HTML, CSS, and JavaScript to help small businesses grow online. I value collaborative problem solving, remote teamwork, and ongoing improvements to processes and knowledge bases to keep the customer experience top of mind.

Aubrey Ramos

Web Developer, Front-End Developer, Back-End Developer, +2

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I am a customer-focused, solutions-driven technology professional with over a decade of experience across technical support, trust & safety, and leadership. I currently serve as Happiness Engineer at Automattic, where I help WordPress.com users troubleshoot issues, translate complex concepts into clear guidance, and deliver reliable support in a 24/7 global environment. I also design and develop websites as the owner of Neon Moon Development, leveraging WordPress, HTML, CSS, and JavaScript to help small businesses grow online. I value collaborative problem solving, remote teamwork, and ongoing improvements to processes and knowledge bases to keep the customer experience top of mind.…I am a customer-focused, solutions-driven technology professional with over a decade of experience across technical support, trust & safety, and leadership. I currently serve as Happiness Engineer at Automattic, where I help WordPress.com users troubleshoot issues, translate complex concepts into clear guidance, and deliver reliable support in a 24/7 global environment. I also design and develop websites as the owner of Neon Moon Development, leveraging WordPress, HTML, CSS, and JavaScript to help small businesses grow online. I value collaborative problem solving, remote teamwork, and ongoing improvements to processes and knowledge bases to keep the customer experience top of mind.

Available to hire

I am a customer-focused, solutions-driven technology professional with over a decade of experience across technical support, trust & safety, and leadership. I currently serve as Happiness Engineer at Automattic, where I help WordPress.com users troubleshoot issues, translate complex concepts into clear guidance, and deliver reliable support in a 24/7 global environment.

I also design and develop websites as the owner of Neon Moon Development, leveraging WordPress, HTML, CSS, and JavaScript to help small businesses grow online. I value collaborative problem solving, remote teamwork, and ongoing improvements to processes and knowledge bases to keep the customer experience top of mind.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Work Experience

Happiness Engineer at Automattic Inc. (WordPress.com)

January 1, 2025 - Present

Provide high-quality technical support for WordPress.com, Jetpack, and WooCommerce via live chat and email in a 24/7 global environment. Troubleshoot domain configuration, DNS propagation, plugin/theme conflicts, site errors, and performance concerns. Translate technical concepts into clear, accessible guidance for users of all experience levels. Investigate bugs, document findings, and collaborate with engineering and internal teams to drive resolution. Assist customers with billing, subscriptions, and plan management while maintaining a strong customer-first approach. Contribute to internal knowledge bases and workflow improvements to increase team efficiency and consistency. Maintain high CSAT by delivering empathetic, timely, and solutions-focused support. Support customers through high-stress situations (site outages, lost access, billing concerns) with professionalism and care.

Owner & Web Developer at Neon Moon Development

January 1, 2020 - Present

Design and develop custom websites for small businesses using WordPress, HTML, CSS, and JavaScript. Manage full project lifecycle: client acquisition, onboarding, design, development, and launch. Provide business strategy and digital presence consulting to improve client growth. Maintain long-term client relationships and provide ongoing support and updates. Balance multiple projects while meeting deadlines and maintaining quality standards.

Trust & Safety Expert at eBay Inc.

January 1, 2018 - January 1, 2020

Conducted risk assessments to identify and mitigate fraud, abuse, and policy violations. Collaborated with cross-functional teams to improve trust & safety processes and tools. Used data analysis to evaluate trends and improve decision-making strategies. Enforced policies while maintaining fairness, consistency, and strong user experience. Resolved complex disputes and escalations with professionalism and clarity.

Sr. Operations Team Lead at Telus International (Google)

January 1, 2015 - January 1, 2017

Led and managed a team of 15–20 employees, tracking KPIs and performance metrics. Conducted coaching sessions, performance reviews, and improvement plans. Supported hiring, onboarding, and training of new team members. Promoted to senior leadership role and mentored peers on leadership strategies. Drove team performance improvements through data analysis and targeted coaching.