Job description:
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Resume:
<<summaryhighly motivated sales associate with extensive customer service and sales experience. outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market. skills system managementemployee managementcost analysis & reductionsalesforce business analysissalesforcesdlc life cycletool integrationproduct developmentstandardizationproject managementprocess improvementworkforce management salesforce enterprise level, salesforce interface (classic & lightning), salesforce features (chatter & omnichannel), google analytics via salesforce, sdlc life cycle via agile process and waterfall, microsoft word, excel, project, visio, and remedy education and trainingwestern governors university,expected indecember 2018––bs:business information technology management-gpa:business information technology management,expected in––pmp project management completion certificate louisville university tableau training louisville university six sigma training louisville university salesforce certified administrator (adm-201):-gpa: experience publicis groupe- , 05/2010-presentcircle of excellence: department's employee of the year for 2017) participates in an agile sprint planning for salesforce work and is also selected by senior leadership to be a part of the local culture team that works to create a positive atmosphere.innovate and cultivate new processes and integrations by gathering and assessing business requirements.cultivates projects that optimize workforce and reduces costs, tailoring the systems to fit the business needs.accomplishments 2018 (q2)- researched, proposed, and will be implementing a force.com(salesforce) workforce management tool that integrates agent data from both the phone and salesforce platforms throughout support centers located five countries which will provide senior leaders both historical and real-time utilization visibility with anticipated savings of $500,000.target full launch is in q2 of 2018.2018(q1) - researched, proposed, and implemented an artificial intelligence tool that will decrease ticket resolution time, automate full customer interactions 2017 - researched, proposed, and implemented a new survey tool that integrates with salesforce allowing the customer service leaders to have real-time reporting capabilities, create/update surveys in less than one business day, send surveys through community, chat, social media, and the creation of a real-time escalation process that can assign ownership via chatter or case creation.additionally, moving to this toll will save $112,000 annually in contract cost.2017 - built an internal salesforce feedback team (the force) team which, based on ticket data, resulted in the freeing up of 1.5 headcount worth of work hours for the salesforce development team while allowing new ideas and improvements from business users to more easily 2017 - created a project management mentoring program made up by two junior level associates.these projects are outside of the official road map, smaller in scale, and aim for quick project turnaround time and often originate from feedback from front line business users.k senior product support performed hands-on investigation of technical issues encountered by clients until successful resolution.delivered all contracted statements of work with customer satisfaction and ensured there is a comprehensive knowledge of all neustar media product offerings as well as comparative industry technologies.coordinated with other groups within neustar to deploy services or conduct professional services projects.generated reports on the status of each professional services project via salesforce.accomplishments headed the integration of multiple companies that were purchased by neustar into the customer support ecosystem, primarily all of the existing marketing products.restructured the new hire orientation program to more efficiently onboard and train new hires.republic bank-technical support supervisor / qa analyst contractorcity,state, 12/2008- 03/2010supervised technical support representatives in a call center environment, provided a hands-on investigation of technical issues and ensured successful execution into a production environment.collaborated with pm's in identifying potential flow issues and documented anomalies/code issues for historical tracking.accomplishments created a new training process for incoming technical representatives which included rewriting the entire new training program documentation and newly created process flows.developed and documented application test plans based on software requirements and technical specifications.charter communications-tier ii (lead) supervisorcity,state, 11/2005- 11/2008supervised 15-18 personnel with staffing, training, goal-setting, company career planning, and performance evaluation.coordinated issues across projects ensuring goals are achieved as specified by the business.trained/guided new hires/leads on the team and assisted in various department process improvement initiatives.managed multiple and complex project schedules with high quality and on-time delivery.ensured the various elements of the release were properly coordinated which involved making or driving tradeoffs among competing objectives and alternatives to meet or exceed stakeholder needs and expectations.accomplishments devised an internal chat-base tool providing idp data for staffing, regional reporting, and individual agent metrics. skills business analysis, cost analysis, google analytics, mentoring, process improvement, product development, surveys, tableau, technical support.