Experience

Cheetah Digital

• United States
• Software Development
• 300 - 400 Employee

• Senior Director

  • Jun 2022 - Present

• Senior Director

  • Jun 2022 - Present

• Director, Production Services AMER

  • Sep 2020 - Jul 2022

  Oversee day-to-day operations for a global production team (30-60 employees)Collaborate internally to re-evaluate existing accounts and execute operational changes to achieve efficiencies HR/employee management responsibilities including employee skills and career development, expense, attendance and time sheet approval, compliance, utilization, knowledge sharing, and team development, etc.Serves as an escalation point for employee performance concerns.Supports the relationship with Client Success. Typically includes direct line management of people in the Manager, Campaign Services or Senior Manager, Campaign Services roles with limited direct management of individual contributors. Assesses client needs to Cheetah Digital’s appropriate level of account management supportRegularly review Open Air reporting to determine and monitor over or underutilized staffContributes to team, departmental and regional success by sharing best practice recommendations as well as thought leadership and content during local or regional meetings and other initiatives

• Sr Manager, Campaign Services

  • Jan 2020 - Sep 2020

• Manager, Client Services

  • Sep 2014 - Jan 2020

  • HTML knowledge.• Proficient in Salesforce• Proficient in Confluence• Proficient in JIRA• Proficient in Database administration.• Troubleshooting and Root Cause Analysis expertise.• Networking experience.• Advanced English level.• Proficiency in collaboration and delegation.• Expertise in process automation and improvement.• Working under-pressure on high-volume environments.• Skilled at customer negotiation and ensuring common understanding of requirements & expectations.• Strong analytical and organizational abilities.Management Skills:• Understand client’s business needs and lead client sessions including planning, governance, workshops, specifications, and testing.• Own day-to-day client relationships relating to production and application issues, as well as interact with support account team members based in the U.S.• Ability to multi-task between projects. Capable of performing under the pressure of multiple competing deadlines while maintaining a cooperative and constructive working relationship with colleagues.• Quality assurance and validation of team members work to ensure accuracy and compliance.• Managing and constantly checking reports to ensure overall performance and leverage resources.• Establishment, organization, facilitation, and effective follow-up for cross-functional team meetings.• Expertise in relationship building through technical know-how; able to lead SME’s through influence and credibility.• High understanding of client’s data to troubleshoot accordingly and propose alternatives to their requests.• Deliver on-site training for clients and attending quarterly business reviews.• Directly involved in interviewing and recruiting processes for new hires.• Work on documentation for clients and internal processes and sharing it with the entire team for visibility.• Constantly evaluating processes and looking for areas of improvement and efficiencies.• Outstanding customer service with high attention to details.



Startek

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Workforce Real Time Analyst

  • Sep 2010 - Jul 2014

  - Ensure daily service levels in all Operational Units by working diligently with Command Center and local site leadership, included but not limited to identifying and mitigating emerging risks and assisting in potential plans for service level recovery. - Notifying individual team leadership of outliers in auxiliary usage and other inconsistencies. - Developing/maintaining workforce related trackers that drive daily site-production efficiency. - Driving special projects designed to maximize efficiency and increase production and quality. - Make adjustments of call volume proactively based on forecasted volume, and real time adjustments based on actual call volume. - Ensure efficiency and prudency in the use of our staff by working alongside all levels of on-site and network leadership teams. - Managing the needs of our external customers while balancing the needs of our internal customers