Digital Marketing Coordinator

• Oct 2022 - Present

Internal Auditor

• Feb 2019 - Present

• Conducting Internal Audits at a company level to ensure compliance with ISMS objectives and audit controls as required by the ISO 27000 standard

Applicant Success Operations Manager

• Jan 2020 - Mar 2023

• Managing operations• Setting performance goals for the team• Monitoring KPIs and other performance metrics• Coordinating high-profile escalations and lead communications with customers, clients, operations teams, and partners.• Ensuring that SLAs are fulfilled• Upholding a high quality of service standard • Becoming a subject matter expert on VidCruiter products and features as well as helpdesk software and data management.• Analyzing Service Level Operation metrics and driving continuous improvements.• Designing, updating, and improving processes and procedures• Managing change at a department level• Communicating with clients to ensure that their expectations are met• Devising a roadmap for the department• Hiring and training new staff• Conducting Performance Reviews• Enforcing company and client policies• Planning the work schedule for the team• Awarding bonuses and giving promotions• Creating reports and analyzing complex datasets to ensure maximum efficiency• Coordinating with other departments to efficiently solve on day-to-day problems• Leading projects and ensuring their successful completion• Provide mentorship and guidance to the team• Reporting to senior management• Leading a cross-cultural 24/7 team Show less

Applicant Success Team Lead

• Jun 2016 - Jan 2020

• Creating and updating standard and client-specific processes for the Applicant Success department• Creating, updating and sharing metrics and reports with top management• Using data analytics to identify trends and potential problems related to Applicant Support• Hiring and training new support agents• Managing the team• Overseeing, advising and providing feedback to support agents• Implementing workflow changes in Zendesk to compliment, facilitate and automate support processes• Emailing clients regarding support-related matters• Chatting with clients via Intercom and assisting them with their issues and questions regarding the system and their custom workflowsAchievements:• Monthly resolution rate increased from ~60% to 95%• Created and documented a Standard Operating Procedure for our department that resulted in actionable and easy-to-follow procedures• As a result of implementing these processes overall efficiency increased• Created a disciplinary process to keep track of process violations as well as transgressions Show less

Applicant Success Agent

• Mar 2015 - Jun 2016

• Processed email support requests using Zendesk Support• Processed live chats requests using Zendesk Live Chat• Translated strings from English to Spanish for the Spanish locale of our products• Completed projects assigned by the Client Success Management teamAchievements:• Proposed the adoption and implementation of an advanced reporting system• Implemented an automated reporting solution• Assisted management in the design and implementation of the first standard process for the Applicant Success department• Fixed many errors and inconsistencies in the translations for the Spanish locale that had been previously done by freelance translators resulting in a more consistent translation of our software Show less

Technical Support Analyst

• 2008 - 2013

• Diagnosed, troubleshot, and repaired computers • Installed, configured and maintained servers running Windows Server 2012 OS • Carried out scheduled maintenance to computer systems in our clients' facilities • Designed, planned, and implemented network solutions • Oversaw technicians in their duties Achievements: • Devised a new method for reducing the installation time of new computer systems by ~400% • Diagnosed, troubleshot, and repaired computers • Installed, configured and maintained servers running Windows Server 2012 OS • Carried out scheduled maintenance to computer systems in our clients' facilities • Designed, planned, and implemented network solutions • Oversaw technicians in their duties Achievements: • Devised a new method for reducing the installation time of new computer systems by ~400%