Central SRE

• Sep 2023 - Present

• Coordinating with broadcast operations and customer service centers to troubleshoot and resolve broadcast/content issues• Managing fulfillment of ad-hoc analytical requests as needed• Coordinating with the Network and Infrastructure teams to assist in Sling network infrastructure upgrades, maintenance, and troubleshooting• Evaluating, consulting, researching, and making recommendations on Sling's Incident Operations, Change, and Problem Management systems• Providing a vision of the Sling system architecture to coworkers and knowledge in automation of Continuous Integration and Continuous Delivery processes using modern tools • Performing system and web-server administration, writing scripts, engaging in network protocols, and conducting remote administration of servers and network devices• Coordinating with Infrastructure Operations, Deployment teams, and Global Broadcasting operations to assist with Sling infrastructure and applications upgrades, maintenance, and troubleshooting• Assisting in triaging internally reported and executive escalated single user issues• Supporting Slings Incident Operations model by acting as an engagement and tooling resource during high-severity incidents- Show less

Business Operations Analyst II

• Jun 2021 - Sep 2023

• Responsible for identifying emerging customer impacting issues, including incidents on user platforms, applications, call centers, business tools and social media• Monitored and observed changes in system dashboards and platform KPIs to ensure a stable customer experience• Participated and facilitated weekly meetings with other departments within Sling to follow up on outstanding items that could be affecting customers, agents, and other aspects of the business• Served as an Incident Manager during incidents affecting the customer or agent experience • Communicated with Executives, IT, and Operations teams regarding customer impacting issues both on and off incidents calls Show less

Administrative Coordinator

• Mar 2021 - Jun 2021

• Trained and coached associates on most up to date procedures • Assisted management with various clerical tasks, including the creation of hiring pamphlets, filing sensitive documentation, updating and recording schedule changes, and ordering and maintaining office supplies • Performed various cash office duties, including balancing registers, exchanging currency, and tracking discrepancies • On occasion would serve as interim customer experience lead; helping associates upsell customers on company credit cards Show less

Business Operations Analyst II

• Jul 2018 - Jun 2020

• Developed and launched an omni-channel metric model for call center performance optimization and process improvement • Created, edited, and helped facilitate training of Social Media business policies for Social Media representatives in the field• Lead cross-functional initiatives to reduce customer churn, average customer time, and other call center KPIs• Drafted contingency plans for crisis management in CXO operations and mobilized alternative call center agent functions• Launched multiple agent tools including administrative functions, training, cost analysis, and performance management• Managed the customer service portion of Dish’s Social Media with over 20 indirect reports, partnering with marketing, legal, PR, and other departments• Oversaw the customer service section of Dish’s Survey Response program with over 100+ indirect reports partnering with legal, outbound operations, and other departments Show less

Community Moderator

• Feb 2018 - Jun 2018

• Migrated Dish customer forums to a community-focused design where customers respond to one another • Exercised judgment to handle escalated public complaints from Dish’s Community website• Supported Social Media representatives by offering guidance and support for day to day functions

Social Media Representative

• Jan 2014 - Feb 2018

• Closely followed Public Relations policy and provided real time feedback to relevant Corporate Leadership as issues arose• Identified when to escalate cases to relevant fraud teams as needed • Worked with thousands of online customers, understanding their experience by viewing the customer experience through a holistic lens• Determined the best way to respond to certain situations without damaging the company’s brand or reputation when leadership was not available

Customer Service Representative

• Jan 2012 - Jan 2014