Signed in as:
filler@godaddy.com
Summary of Accomplishments
TEAM PERFORMANCE DEVELOPMENT & PROCESS IMPROVEMENT
o Hiring manager and Technical Support team Manager / Call Center manager (Teams sizes 8 – 40+) – 10 years
o Gathered/developed performance-based monitoring tools for one-on-one mentoring and yearly performance reviews
o Improved CSat KPI from 88% to 98% with an increase in survey rate responses from 8% to 22%
o Revised ticket communication standards to drive CSAT KPIs and CSAT survey response rates
o Organized & delivered bi-weekly presentations leading a global Technical Support teams
o Provided direction for multi-disciplinary teams across national and global support centers
o Conducted Backlog Review sessions - Reduced overall team backlogs
o Reviewed ticket workloads and team bandwidth data to develop staffing models
o Utilized and developed and utilized monitoring reports, dashboards and KPI assessment tools
o Managed skills-based call and ticket routing programs; pull, push and hybrid models
o Maintained call abandonment rate of less than 3% through improved staffing plans
o Developed multiple Support staff members to team lead roles with global visibility and responsibility
CONFLICT RESOLUTION
o Managed Mission Critical events with Fortune 500 accounts improving communication strategy
o Identified patterns in failure events resulting in product expansion with a fortune 100 account
o Advocated on behalf of Enterprise accounts with Product Mgmt., Product Engineering and Product Documentation teams
o Salved relationships with high-profile accounts through resourceful problem-solving approaches
TRAINING & CURRICULUM DEVELOPMENT
o Designed and Implemented multiple staff training programs for new hires
o Created/presented a technical presentation of the relationship between Oracle Applications, Middle-tier apps, and RDBMS
o Developed a trouble-shooting guide for Memory fragmentation in Oracle Shared memory segments
o Presented documentation on Oracle Order Entry workflow covering common tickets
PUBLIC SPEAKING & PRESENTING
o Presented 12 quarterly analyses to fortune 500 company leadership on Oracle Support ticket data
o Presented on Systems of Equations at National Association of Mathematics
o Initiated the use of organizational metrics to aid in customer problem pattern recognition; presented to the leadership
o Led development of and hosted National Night out celebration (2008/2009) for 564 home community in partnership with OPD, Fire Department, Lowes, Target, various security and lighting vendors and City Commissioner
PROGRAM DEVELOPMENT & SOLUTION IMPLEMENTATIONS
o Developed a Cloud-based Google database with custom menus (JavaScript) to manage real time patient data
o Created an online Google form, integrated with a Google Sheet using Javascript enhancements.
o Led conversion from ON-SIP call manager to an in-house Automated Call distribution (ACD) platform
o Designed an MS Access database & dashboard to automate processing 45th Space Wing Mean-Time-to-Failure data
o Designed an MS Access database & dashboard to manage data entry and yearly faculty study metrics, UCF Arts College
o Redesigned a Zendesk ticketing system to produce real-time metrics on Support ticket root cause analysis
o Redesigned a Jira Ticketing system to produce real time metrics on Support ticket root cause analysis
o Crafted a semi-automated defect prioritization process to streamline negotiation with Engineering and Product teams
o Implemented a quality documentation program in a Support team raising Customer Sat/Response 15 pts
o Founding member of Oracle ABLE - Technology Chair (African American Business Leaders for Excellence)