Change Manager

• Feb 2022 - Present

Project Specialist

• Sep 2021 - Feb 2022

Lead project kick-off meetings to ensure proper initiation of a tech related deploymentsCollaborated with internal staff to understand all project details, expectations, and critical deliverables Built, developed, and maintained effective relationships with internal and external stakeholdersFacilitated communication between project teams to ensure budgeting and scheduling deadlines were met in a timely fashionLead deployment efforts: develop a roll out plan, including allocation of support resources, meeting schedule (purpose, audience, and schedule), and other daily go-live activitiesAccurately tracked all projects and delivered high level overviews to key stakeholders

Communications Manager

• Mar 2020 - Sep 2021

Guided team members through product development Created knowledge content/announcements across all communication platforms and worked cross-functionally to update each teamPartnered with Training to develop on-going curriculum to support new-hire and refresher trainingDeveloped email templates, scripts, and original content to ensure that information is current and relevantPartnered with Knowledge Base vendors (Salesforce, Five9, Verint, etc) to resolve any issues, understand root-cause analysis and make changes to prevent recurrence of issueEvaluated customer interaction trends and developed articles/training tools to support teamsManaged our sharepoint site for all of the contact centers for 1700+ peopleManaged the Teams chat for the full customer care team and posted eye-catching graphics made in Canva for more urgent updatesPartnered with training to change internal resources

Corporate Trainer

• Jun 2019 - Mar 2020

Trained customer care and sales, new hire team members on internal platforms and policies both virtually and in personDelivered continued education programs to team members virtuallyCreated original content and ongoing educational activities for new hiresGuided employees through exit interviews and noted all critical feedback for the companyMaintained a 97% satisfaction rate over the 6 months. The grading on the training materials received an 86% average based on surveys Facilitated meetings on the recent updates and train managers how to use the systemDesigned the ticketing system within jira to request reports and trained and passed off this project to a dedicated speech analytics team

Account Manager

• Mar 2017 - May 2019

Maintained our B2B repairs and communication through billing, tracking, and price negotiationManaged, marketed and designed events to gain more traffic and partnered with local high end businesses Maintained our B2B repairs and communication through billing, tracking, and price negotiationManaged, marketed and designed events to gain more traffic and partnered with local high end businesses