Experience

Intercom

• United States
• Software Development
• 700 & Above Employee

• Workforce Manager

  • Jun 2022 - Present

  Chicago



Meta

• United States
• Software Development
• 700 & Above Employee

• Resource Planning Specialist, PSO Workforce Management

  • Jul 2021 - Jun 2022

  Chicago, Illinois, United States



Uber

• United States
• Internet Marketplace Platforms
• 700 & Above Employee

• Workforce Management Program Manager

  • Jun 2020 - Jul 2021

  Chicago, Illinois, United States *Collect and analyze various data points from several internal and external stakeholders to then advise internal and external teams to modify operations in line with your conclusions for the improvement of the business *Facilitate analysis on US & Canada operations and strategic decisions to optimize processes within Uber's customer support network *Build, own, and maintain the customer support contact forecasts for specific lines of business and Uber products *Own and ensure… Show more *Collect and analyze various data points from several internal and external stakeholders to then advise internal and external teams to modify operations in line with your conclusions for the improvement of the business *Facilitate analysis on US & Canada operations and strategic decisions to optimize processes within Uber's customer support network *Build, own, and maintain the customer support contact forecasts for specific lines of business and Uber products *Own and ensure achievement of operational KPIs, including response times, headcount planning, and forecast accuracy *Coordinate with various business partners across the company to predict and measure the impact and efficiency of new products and business processes *Build, maintain, and communicate detailed reporting and data aggregation models to assist global and regional operations managers

• Workforce Management Specialist

  • Jun 2019 - Jun 2020

  Greater Chicago Area *Built WFM from the ground up for in-person support locations for US&C. *Forecasted interactions and supported local teams in scheduling in-person support staff to match workload (80+ sites across 40+ cities) *Designed capacity plans for all sites in order to guide headcount recommendations and identify any risks in meeting service level. *Created dashboards to report on service level, schedule adherence and compliance, forecast accuracy, and interval forecasts. *Analyzed and… Show more *Built WFM from the ground up for in-person support locations for US&C. *Forecasted interactions and supported local teams in scheduling in-person support staff to match workload (80+ sites across 40+ cities) *Designed capacity plans for all sites in order to guide headcount recommendations and identify any risks in meeting service level. *Created dashboards to report on service level, schedule adherence and compliance, forecast accuracy, and interval forecasts. *Analyzed and standardized hours of operations across the region, with projected savings of $1 million a year. *Continuously improve scheduling processes to increase efficiency and lower in-person support operating costs, proactively identifying areas of opportunity.

• Supervisor

  • Nov 2016 - Jun 2019

  Greater Denver Area • Spearhead the role out of workforce management tool Verint – acting as the point of contact for U.S. Central Region and Canada. Train 40+ Team Leads and Managers on how to use the tool for their locations. • Monitor customer survey responses on a weekly basis (~500) to identify operational issues. Present this data in a digestible way to employees to increase buy in and develop initiatives to fix these issues to increase customer service levels. • Analyze trends in the operational data… Show more • Spearhead the role out of workforce management tool Verint – acting as the point of contact for U.S. Central Region and Canada. Train 40+ Team Leads and Managers on how to use the tool for their locations. • Monitor customer survey responses on a weekly basis (~500) to identify operational issues. Present this data in a digestible way to employees to increase buy in and develop initiatives to fix these issues to increase customer service levels. • Analyze trends in the operational data to develop/implement new processes in the support center in order to improve our 5 KPIs. Create A/B tests to evaluate the success of these initiatives. • Create dashboards of the 5 KPIs for locations across 7 states – reporting metrics to upper management and employees (~150 representatives). • While short staffed on Team Leads - solely managed scheduling, PTO, hiring/training, and administration for 25 employees (2,000 interactions a week) across two states. • Develop SOPs for support center processes in order to streamline/save time for better customer experience: scheduling, requesting time off, expectations, floor management, training.

• Lead Uber Expert

  • Aug 2015 - Nov 2016

  Greater Denver Area • Trained and coached other Uber Experts and Remote Partner Ambassadors on reoccurring issues and ever-changing processes via classroom orientations and tracked operational improvement through pre/post test scores. • Solved complex/escalated issues: partner payments, deactivations, & incentive issues. • Managed, tracked, and reported all Expert Metrics, as well as overall team metrics, in weekly and monthly reports.

• Partner Support Representative

  • Oct 2014 - Aug 2015

  Denver • Resolved partner issues, including device tutorials and training, via Zendesk in a timely manner to balance low wait times with adequate help. • Worked directly with the Operations team to manage overall flow in the support center to streamline onboarding processes in order to increase market supply,



Team Trivia, Inc.

• Trivia EmCee

  • Oct 2014 - Jun 2019

  Greater Denver Area Host trivia nights at bars in and around Denver. I help grow the nights and bring business into the bar with my microphone wit and ability to pick the right music.



MKTG

• United States
• Advertising Services
• 700 & Above Employee

• Brand Ambassador

  • Jan 2015 - Oct 2015

  Greater Denver Area • Engaged consumers in a variety of atmospheres (bars, clubs, retail outlets) to make personal connections between them and the brand while following FDA, MSA, and SOP regulations. • Introduced new product features to consumers and educate them about the brand in order to increase awareness.



Voice Media Group

• United States
• Broadcast Media Production and Distribution
• 1 - 100 Employee

• Street Team Coordinator at Westword

  • Apr 2013 - Jun 2015

  Greater Denver Area • Worked directly with Street Team Manager to ensure clients are satisfied and that all events (~7 events a week) are staffed and have appropriate materials. • Communicated directly with Venue Coordinators, volunteers, clients, and the street team to run Westword’s feature events (Westword Music Showcase, Artopia, White Out, Dish).



BFG Agency

• Advertising Services
• 100 - 200 Employee

• Brand Ambassador

  • May 2013 - Dec 2014

  Greater Denver Area • Engaged consumers in a variety of atmospheres (bars, clubs, retail outlets) to make personal connections between them and the brand while following FDA, MSA, and SOP regulations. • Introduced new product features to consumers and educate them about the brand in order to increase awareness.



5-hour ENERGY®

• United States
• Food and Beverage Services
• 100 - 200 Employee

• Team Lead

  • Mar 2012 - Dec 2012

  Greater Minneapolis-St. Paul Area • Maintained spreadsheets tracking mission’s successes and short comings in order to enhance success of future plans. Reported weekly and monthly quantitative/qualitative results to the Regional Director. • Developed weekly/quarterly marketing focuses and subsequent daily mission plans in order to reach regional and national goals. • Managed a team of 10-15 Brand Ambassadors, including scheduling, coaching, and supervising. Developed weekly/quarterly marketing focuses and 3-5 daily… Show more • Maintained spreadsheets tracking mission’s successes and short comings in order to enhance success of future plans. Reported weekly and monthly quantitative/qualitative results to the Regional Director. • Developed weekly/quarterly marketing focuses and subsequent daily mission plans in order to reach regional and national goals. • Managed a team of 10-15 Brand Ambassadors, including scheduling, coaching, and supervising. Developed weekly/quarterly marketing focuses and 3-5 daily mission plans for the team in order to reach regional and national goals. • Managed event setup/execution, including the Minnesota State Fair (~2 million attendees) and the Twin Cities Auto Show.

• Brand Ambassador

  • Aug 2011 - Mar 2012

  Greater Minneapolis-St. Paul Area • Staffed event tables and reported daily recaps, including pictures and suggestions for future success. • Educated consumers of the ingredients and benefits of 5-hour Energy, focusing on increasing new user trial. • Embraced the attitude and brand personality of 5-hour Energy in every consumer interaction.



Spare Key

• United States
• Non-profit Organizations
• 1 - 100 Employee

• Live Marketing Intern

  • Jun 2011 - Aug 2011

  Greater Minneapolis-St. Paul Area • Officially attended a variety of events in the Twin Cities area, while evaluating and re-strategizing efforts after each event. • Interacted and entertained people of all ages and demographics to increase the energy and positivity surrounding the message of our non-profit. • Used social media to track and report ongoing presence and successes in the market.