Senior Consultant

Sh!t That Goes On In Our Heads

Welcome to Sh!t That Goes On In Our Heads, the podcast where two best friends keep each other sane through humor, engaging conversation, and yes, even the occasional curse word.

Join G-Rex and her partner in crime Dirty Skittles as they dive into light-hearted discussions about life's ups and downs. We talk about everything from relationships and parenting to pop culture and mental health.

But this podcast isn't just about making you laugh (though we promise to do plenty of that). It's also about providing helpful tips and strategies for dealing with tough times. You'll walk away from every episode feeling uplifted, inspired, and armed with new tools to take on whatever life throws at you.

Sh!t That Goes On In Our Heads, is more than just a podcast - it's a reflection of two friends who know firsthand how important it is to have someone in your corner during life's challenges. Our conversations are real, authentic, and designed to help you feel like your part of the group too.

So if you're looking for a break from the chaos of everyday life or just need a little pick-me-up, tune in to Sh!t That Goes On In Our Heads, We promise you'll leave feeling better than when you came in.

Please remember that it is okay to not be okay, just make sure you are talking to someone!

Podcast Co-host

Jubilant

Talent Consultant

UKG (Ultimate Kronos Group)

Partner with new and at-risk customers to review systems and talent products, such as UKG Recruiting, Onboarding, and Performance Management. Develop programs to mentor and coach frontline support and solutions teams, assist team members with customer issues and alert internal and external partners. Communicate frontline support tools and processes, achieving high customer satisfaction and account retention. Provided tactical product assistance, partnering with development alliances to resolve application issues. Conducted knowledge transfer, creating, and running reports and deploying new Salesforce tools. Created training programs for Jira, Kibana, and SQL. Identified areas where customers were impacted by product features, creating successful business relationships with clients and development.
●	Reduced cases sent to development by 30% by conducting individual troubleshooting.

Lead Solution Support Specialist

Collaborated with Alliance Team to develop internal and customer-facing documentation, identify and resolve gaps in third-party projects, streamline support cases, and resolve complex customer issues. Built partnerships with development teams, analyzing customer support portals and case processes to ensure knowledge transfer was completed efficiently. Served as subject matter expert for all UKG talent products, organizing multiple projects and communicating client action plans. Coached and mentored staff on support tools and application issues, sharing plans with internal stakeholders and attending internal product training sessions.

Senior Support Solutions

Collaborated with KCS program leads to determine policies, procedures, and issues in creating internal articles within the company-wide knowledge base. Built a new program to alert team members of significant issues, created training for products and internal support tools. Supported internal and external customers, including executive-level relationships, communicating UKG database structures, and SQL scripts. Drove continuous improvement within procedures, providing clear direction on how to meet goals. Analyzed data to identify, foresee, and correct problems to ensure goals were achieved. Attended Connections Customer Conference to further personal knowledge. Liaised with strategic and alliances teams to communicate product updates and provide training.
●	Named UltiPeep by Alliances Team of the Year for 2019.
●	Attended Connections User Conference as a Talent SME in 2016, 2018 and 2019
●	Presented to customers at Company Connections Conference.

Support Solutions - Talent

Mentored Tier I staff on elevation procedures, guiding employees and clients through the launch of new tools and knowledge base documentation. Recorded known issues, diagnosed, and fixed new database issues, and handled all incoming cases through SalesForce. Ran SQL traces via server profiler, delivering timely and quality system configuration deliverables.
●	Won over 50 Passion for Perfection awards through maintaining relationships with internal stakeholders and customers.

Talent Management Support Specialist

Managed UKG and Cognos 8 programs simultaneously, providing system implementation services to clients. Communicated with customers to design, build, test, and deploy tools based on individual needs and requirements. Built and delivered design documentation.

BI Consultant

Defined software customization requirements based on user needs, consulting with clients to create frameworks for designs and processes. Documented specifications and user-tested software to ensure high-quality deliverables. Negotiated priorities and identify solutions with project stakeholders in a timely manner.

Business Analyst - Cognos Services

Capgemini

Instructed contracted clients on integrating Siebel CRM and business intelligence solutions, meeting client requests for inclusion on specific engagement teams. Partnered with cross-functional teams of varying organizational levels to execute test planning, analysis, and procedural improvement analysis throughout project life cycle. Operated at a high rate of delivery, developing new tools to ensure integrity of data capture. Worked as training coordinator leading junior consultants on testing documentation.

Consultant

Developed sales force automation strategies, leading sales teams to analyze processes and create systems policies. Served as organizational bridge between IT and functional business units, managing conflicting project priorities and maintaining professional ethical standards. Created customized Siebel systems tailored to individual customer needs. Developed KPIs and performance metrics reports. Identified areas for product improvement and delivered recommendations to senior executives.

Senior Business Systems Analyst

Mercator

Integrated proprietary technology products and services within processes of Fortune 500 companies, developing custom databases according to client requirements. Served as subject matter expert during development process, liaising with vendors and consultants to ensure compliance with agreements and milestones. Implemented database transaction, Onyx, and Siebel tools, streamlining call center operating processes to boost quality of data outputs.

Technical Support Analyst

Interealty/Geac

Tested software in preparation for Y2K, leading system remediation to transfer and enhance technologies. Managed seven-member team overseeing remote client support for business-critical web applications. Troubleshot complex issues and reported performance to senior management. 
●	Oversaw 20 call center agents.

Team Lead/Systems Analyst

Dynamic and sophisticated senior application leader with over 10+ years of experience in implementing and supporting technology applications (including UKG for 14.5 years) for Fortune 500 clients. Developing individualized solutions that boost processes based on individualized client needs. I have experience in onboarding application support, team management, process improvement, and technology consulting. I am able to develop technologies that streamline processes and improve service delivery based on individualized business requirements, developing policies and defining building requirements for technology customization projects. I am experienced in communicating technological operation for both technical and non-technical operations, troubleshooting and resolving issues. I am also skilled in escalation management and testing to ensure customer success.

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