PPLSI

• Utilize my project management skills for special projects as requested by the Chief Operations Officer and/or VP of Customer Engagement.  

• Utilize my experience as a PMPO to bring business needs to the Product Development team while assisting in facilitating conversations between business stakeholders and product development to answer questions about requirements provided, etc.

• Work closely with product development and business stakeholders to complete user acceptance testing for product features that have completed development and are getting ready to be released.

• Work with technical engineers to maintain data integrity between classic legacy systems & new cloud-based systems being developed.

• Manage the team handling all escalated technical support requests as tier 2 support between frontline CSRs & the Information Technology team. This includes the management of all technical tickets coming to tier 2 support from frontline CSRs.

• Manage the communication lines between the tier 2 support team I lead & the IT team on issues that require their expertise and assistance.

• Work directly with appropriate leads in all departments until issues are resolved and also manage the communication plan with all involved parties throughout the process.

• Accountable for working through technical issues alongside IT engineers for any issues discovered by the department or reported by associates or members.

• Increased support efficiency by 150% within the first 3 months by streamlining and implementing processes for intake requests. 

• Implemented metric tracking for monthly, quarterly, and annual work completed by the tier 2 support teams as well as being able to provide year-over-year statistics in measuring requests we take and resolutions made through our support team or through working with technical development teams for resolution.

Business Analyst & Tier 2 Technical Support Manager

•	Collaborated with C-level executives and legal counsel in strategic planning of international expansion into the UK 
•	Championed 2 internal powerhouse teams that developed and delivered 2 dot co.uk sites as well as the backend internal user portals while working with service providers to facilitate a successful integration
•	Mobilized  teams across Product and Program leadership and IT to transition North America and Canada Provinces from obsolete IBM software to more relevant cloud-based software and database 
•	Managed as many as 8 teams both internally and externally simultaneously to derive impeccable companywide results
•	Roadmap Planning

Product Owner/Product Manager

•	Spearheaded the inception of a new External tool (LSEngage) as the project manager between InfoTrax and PPLSI daily to build and release new features to all users.
•	Efficiently and effectively trained end-users (both internal and external) on the use of the tool as well as working to increase usage by 300% from 6 months post-launch into the first year
•	Resolved and reviewed anywhere from 25-150 weekly customer issues, working directly with the IT department when necessary
•	Championed multiple projects and teams to augment all the company’s dot com sites with content updates, back-office infrastructure, vendor partnership updates, and synched systems from the business solutions’ site with projects internally in real-time 
•	Catalyzed a new resource tool with a 3rd party vendor and the company’s internal IT department for reporting accurate and timely data to better serve the company’s sales associates. This tool served as a more sophisticated, efficient, and relevant replacement to the older back-office system
•	Provided information weekly for internal user training as well as external Associate user training.

Project & Social Media Manager

•	Efficiently and effectively trained as many as 15 customer service reps at a time throughout the company in all facets including new incoming CSRs on the business aspect, software, and basic CSR skills, and those making lateral or advancement moves into roles such as specialty lines and elite customer support roles  
•	Proactively provided continuing training every 90 days and annually for all CSRs within the company

Network Division Internal Trainer

•	Awarded the Supervisor role after a year to guide other consultants in troubleshooting client concerns and calls that they had.  Sought resolution for escalated calls

Call Center Consultant

SRSP Consulting LLC

I am a strategic and visionary leader who combines artistic expertise with management skills to shape and execute creative concepts that effectively communicate a brand's message or achieve project objectives.

I focus on web layout and design, brand design and management, graphic design, and social media strategy for startups less than 5 years old with 5 or less employees.

Managing Member & Senior Consultant

The Refuge Church

I lead a digital media creative team in providing services in photography, videography, editing, graphic design, web design & management, and communications.

Creative Director

WeAreMCBS

I created this promotional piece to promote a Non-Profit that I chose. This project was about something that I care about and an organization that I have personally gotten to know in recent years.

Media Strategist

I have worked on this project from the beginning of the idea to the current state. From choosing the name, creating the logo, and designing the website layout and images used to establish social media pages to drive content and grow interactions.

Website Manager

I am working on building a portfolio of my work related to graphic design and media production. A link to my portfolio is included below.

Graphic Designer

First American Bank

• Performed monthly, quarterly, semi-annual, and annual audits for banking compliance purposes.
•	Initiated improvements to internal audit processes to create more robust auditing procedures resulting in change requests and an increase in positive audit results.  These process efficiencies yielded a 300% improvement in change requests received annually
•	Developed and implemented training procedures for staff that previously did not exist
•	Managed implementation of technology integrations throughout the company

Compliance Officer

Media Communications & Design | Landscape Photographer

I am a graduate of Full Sail University holding a Bachelor's Degree in Media Communications. I am also a current full-time student at Full Sail University in the Media Design Masters Degree program while continuing to work full-time for PPLSI in my current role supporting various aspects of the business as a whole.  

I am a content creator with a background in Project Management. I create content for social media, websites, email, and print media including graphics, video clips, and copywriting. I work to understand brands, the message they want to communicate, and how that can best be done in order to reach their target audience. 

I have a background in Product Management where I have exhibited that I am an Exemplary Product Manager / Product Owner with laser focus and incredible motivational skills.  I clearly and concisely communicate vision and direction to teams to establish unquestionable expectations while remaining personable and teachable.  

I enjoy teaching people about skills that I have learned and I enjoy making the world a better place through the use of technology.

Adobe Portfolio Link: https://spayne90.myportfolio.com
SRSP Consulting Portfolio Link: www.srspconsulting.com/our-portfolio

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