Chicago, Illinois, United States
I graduated from Indiana University currently with a Bachelor of Science in Public Affairs with a focus in Management and a Business Foundations Certificate from Kelley. I have received a ScrumMaster Certificate from Scrum Alliance and a Certified Nonprofit Professional certificate from the Nonprofit Leadership Alliance. I am currently working as a Help Desk Service Delivery Lead with K2 Services.
• Managing multiple SLA's, client communication, and administrative tasks such as credential testing, employee training, and correcting missed tickets • Raising TANS SLA from 45.6% to 94.7%, Abandon Rate from 17.6% to .8%, and reducing open tickets from 300+ to consistently below 100 for a 2000+ employee client • Holding daily and weekly with the client’s IT team as the client liaison to discuss objectives and documenting meeting minutes • Additional responsibility of managing a team of 8 dedicated analysts, 20+ multi-client analysts, and interacting with them to build rapport and follow up on remediation for correcting mistakes • Utilizing data from RingCentral and Tableau to provide reports to client on day-to-day basis and on request metrics • Reviewing and approving tickets from analysts that are in request for escalation and being the point of contact for reaching out to next level teams to ensure escalations are being handled in a timely manner • Working with the client in documenting best practice processes in both K2 and client’s knowledge base to provide guidance to all analysts to reference
Tap is to dance what Jazz is to music: America's contribution to global culture. CHRP uses percussive dance to build community. • Daily maintenance and design new features for an existing website through Wordpress • Board Support and Development • Grant Management, including compiling and writing • Manage space rentals and making contracts
• Condensed large volume of user stories to prioritize severity of work orders for biomedical technicians • Facilitated information flow between customer service, payroll departments, and vendors to guarantee call center objectives were met • Developed strong client relationships and earned reputation for delivering responsive customer service • Consistently improved customer satisfaction through expert resolution of conflicts, issues, and concerns
• Developed vision and long-term plans based on SPEA’s 2020 by evaluating which courses were most beneficial for students • Fostered positive school culture by facilitating diverse focus groups to make sure students had a voice in what made a conductive learning environment for the new graduate center
• Designed exit survey for resigned employees to analyze specific demographic trends for improved organizational practice • Utilized human resource system such as Paylocity to track and document online training for employees • Bolstered training effectiveness by streamlining classroom material and improving clarity for new hires