LiveRamp

Dedicated Support Engineer, Manager

• Performed comprehensive performance evaluations for 7 direct reports, who handle over 100 clients, supporting team development and recognition efforts.
• Analyzed year-over-year trends for 54 clients, compiling 2021 statistics and 2022 month-to-month trends to enhance service accuracy and quality.
• Eliminated a 23-client backlog and effectively managed client coverage assignments, ensuring optimal service delivery.
• Developed and implemented a structured PTO process, including a comprehensive backup plan, regularly updated to adapt to client churn and additions.
• Developed a holiday coverage queue, eliminating the need for DSE’s to work on holidays.
• Contributed to the design of performance metrics (FRT, TRT, TAT) and established a standardized ticket structuring guide to reduce ambiguity during employee absences.
• Developed a system to ensure fair and effective client distribution based on DSE workload and geographical considerations.
• Aligned with Implementation Managers to refine client handoff processes.
• Contributed to runbooks, enhancing team knowledge and resource availability.
• Created a personalized plan for each member of the team which focuses on professional growth, helping them achieve their goals and constantly looking at how to help them improve.
• Project Manager for GCS contribution in the company wide Internal Product Name Change project.
Assist in escalation management for clients who are in a problematic state.

Awards received:
•2023 SKO RampChamp recipient for Exceptional Customer Experience, recognizing outstanding leadership and customer service.

Dedicated Support Engineer, Team Lead

• Provide direct support for 25 clients
• Take on smaller projects as requested by management
• Matchback Subject Matter Expert 
• Hosted office hours weekly to answer questions for attending colleagues
• Mentored new employees joining the TSE team

Dedicated Support Engineer

• Addressed client needs by utilizing SQL, Gsutil, Jira and Rails Active Records to extract data, modify customer records, as well as identify and deliver insights to both internal and external parties.
• Mentored and trained newer members on product functionality and client communication tactics.
• Lead a bi-weekly ticket triage meeting consisting of 4-6 coworkers from all parts of the division.
• Authored and updated knowledge base materials to showcase product enhancements and updates.

Technical Operations Manager

The Judge Group

• Recruited and onboarded new employees across the country
• Discovered and helped with the integration of LinkedIn and Bullhorn to eliminate extra steps in tracking applicants within the ATS system.

Talent Acquisition Manager

• Specialized in finding active and passive IT professionals for contract and direct hire roles offered through various clients.

Technical Recruiter

Lincoln Financial Group

•	Support retirement offerings nationwide: on-boarding new employer accounts and growing established client relationships
•	Designed and lead presentations on retirement plan features and options
•	Set a new company record for money rolled into plans, which was 719% above goal

Awards:
2015 Ambassador Award
2014 Retirement Specialist of the Year
2014 Rollover Champion
2014 & 2015 Leaders Club Qualifier

Retirement Specialist

•	Work with financial advisors to sell Long Term Care offerings to high net worth individuals. 
•	Created a network inside and outside Lincoln Financial, designed to solve problems in quick and efficient manner.

Q1 2012  Breakthrough Performance Award 
Q3 2012 Overall Achievement Award
Q2 2013 Recipient of the Mentorship Award

Internal Wholesaler

•	Nurtured a network of over 5000 financial advisors. Territory exceeded sales goal by 50% during a time of market pullback.

Hired to work as inbound call representative.

Sales Associate

Dynamic and results-driven technology leader with extensive experience in client relationship management, process optimization, and team leadership. Recognized for exceptional abilities to analyze complex situations, develop strategic solutions, and lead cross-functional teams to achieve significant business improvements. Skilled in mentoring and developing staff, driving operational excellence, and fostering collaborative environments. Proven track record of eliminating inefficiencies, enhancing client satisfaction, and guiding significant technological projects. Committed to leveraging technical expertise and managerial acumen to deliver outstanding service and drive company growth.

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