Nicole Pank

About Nicole Pank

After falling in socially with the hackers and technophiles way back in the LiveJournal days, I finally had my own chance to learn basic web development and other technical skills at Austin\'s first developer bootcamp, Makersquare (now Hack Reactor/Galvanize), in 2013. Since then, I\'ve been working to refine those skills and gain new ones. In general, I\'m excited about working with technology that makes people\'s lives better and more connected. I love working on anything that lets me see a clear benefit to end-users. This is why I lean towards the visuals and interactions of front end or support work, and why I particularly enjoy working directly with clients. Most recently, at Tableau, I’ve been honing my natural troubleshooting skills and learning basics of data science while helping customers identify and resolve issues with their Tableau Server installations. As a bonus, my previous cumulative experience allowed me to be one of the first to jump in on providing expert support on our Tableau Server on Linux product, and continually provides opportunities to collaborate with my colleagues to improve on our internal processes workflows, and technical training programs.Entertaining job skills I possess that don\'t fit elsewhere in my listed experience include- Event planning (I do booking and promotions for local punk bands in my spare time)- Llama wrangling (I briefly ran a live-animal carousel ride for children)- Finding professionally acceptable ways to include cat photos in office communications

Experience

1. Principal Escalation Manager, Cic Escalations

   Salesforce

   Aug 2024 — Present

   Act as main point of contact for cross-functional teams of up to 15 people during Escalation engagement (\"Red Accounts\"). Responsible for coordinating ongoing communication for both internal and customer executive leadership teams to provide status updates at appropriate levels of technical/executive detail for multiple audiences. Share actionable insights and post-mortem analysis to identify escalation root causes, product improvements, process updates, and areas for customer education.Responsible for trend identification and mitigation on Attrition Risk drivers for Escalations across legacy Tableau (Analytics) platform and highly visible Agentforce engagements.

Education

• Hack Reactor

  Web Development

  2013 — 2013

• Austin Community College

  Applied Science in Nursing

  2011 — 2013

• Middlesex College

  Associate's degree, Marketing

  2000 — 2004

Skills

• Web Development
• Css
• Ruby on Rails
• Jquery
• Ruby
• Javascript
• Customer Service
• Git
• Html 5
• Html
• Creative Writing
• Sales
• Blogging
• Event Planning
• Research
• Editing
• Microsoft Word
• Os X
• Kohana
• Laravel
• Subversion
• Market Research
• Training
• Data Analysis
• Backbone.js
• Sass
• Time Management
• Marketing Strategy
• Sales Management
• Github
• Event Management
• Customer Satisfaction
• Advertising
• Leadership
• Web Applications
• Sinatra
• Haml
• Rspec
• Ajax
• Php