Experience

Software MacKiev
• Software Development
• 100 - 200 Employee
• Director of Support Services

  • Mar 2017 - Present


Ancestry

• United States
• Software Development
• 700 & Above Employee

• Product Manager, Knowledge Content for Self-Service

  • Jun 2016 - Jan 2017

  Leading a team of knowledge management professionals to deliver optimal support solutions for internal and external customers. Researching and applying industry best practices including Knowledge Centered Support (KCS) principles and processes. Establishing and maintaining high standards for quality of self-service knowledge assets and translations. Defining, measuring, and iterating based on KPIs for self-service content and experience. Evangelizing knowledge sharing practices and opportunities, interfacing with internal product, content, and marketing teams. Responsible for contact treatment strategy, understanding the customer experience and profile, and providing a unified support experience across multiple channels to best address customer needs. Show less

• Program Manager, Member Services

  • Sep 2014 - Jun 2016

  Partnered with business leaders within product and marketing to fully understand and improve contact center business processes and customer experience, providing data reporting, analysis and insights, and responsible for driving related initiatives. Directed a specialized team of product SMEs, whose responsibilities include creating content for agent training, internal resources, and the customer knowledge base, collaborating with developers to resolve reported customer issues, and providing advanced product troubleshooting support for leadership. Ongoing management of business partner outsourcing relationship. Show less

• Manager, Resource Planning and Management, Member Services

  • Sep 2013 - Aug 2014

  Responsible for workforce management team, policies, and processes for multi-site contact center (400+ seats total), with oversight over forecasting, scheduling / staffing, time off / attendance, real time management, crisis communication, and associated systems / software. Managed business partner outsourcing relationship, including staffing considerations, KPI management, and strategic projects.



Ancestry.com

• Operations Manager, Member Services

  • Dec 2012 - Sep 2013

  December 2012 to May 2013 – responsible for overall performance of the Dublin, Ireland contact center, directing three Team Managers and 35+ agents, supporting Ancestry products in the UK and Ireland, Australia, Sweden, Germany, France and Italy with localized language support via inbound phone and email.June 2013 to September 2013 – relocated to the Orem, Utah contact center, directing 6-12 Team Managers with average team size of 15 agents, supporting Ancestry products in the US, Canada and Australia via inbound phone, email, chat, social media and community forums. Spearheaded efforts at both sites to provide best in class customer service and product support while augmenting customer engagement and revenue opportunities. Show less

• Interim Operations Manager, Member Services

  • Jan 2012 - Dec 2012

  January 2012 to October 2012 – Program owner for product support within Member Services, driving improvements to associated systems and processes as well as communications with product and developer teams. Directed three Team Managers with 15+ agents apiece.June 2012 to October 2012 – Project Manager for the launch of a satellite contact center in Dublin, Ireland.September 2012 to December 2012 – Interim Operations Manager over the Dublin site post-launch.

• Technical Support Team Manager, Member Services

  • Jan 2011 - Dec 2012

  Responsible for performance and development of 30+ product support agents, with key metrics including average speed of answer, average handling time, customer satisfaction, quality monitoring scores, schedule adherence, email productivity and average response time.

• Technical Support Team Lead, Member Services

  • Nov 2009 - Jan 2011

  Lead technical resource for 30+ agents for Ancestry.com and Family Tree Maker. Research and resolution for technical issues, escalated calls and emails, communication with developers, and coordination of beta testing. Instrumental in agent development through quality monitoring, feedback, and direct coaching.



Nestle USA

• United States

• Warehouse Supervisor

  • Jul 2006 - Apr 2009

  Supervised teams of 25-30 associates in Receiving and Distribution. Supervisory responsibilities in multiple systems including SWOP and DIS (AS/400), ASRS (legacy), SAP, and Kronos (time clock). Managed fork truck fleet operation and upkeep, coordinating with maintenance for repairs. Primary resource for hardware, software, network and system-related issues for kiosk desktop computers and fork truck mounted computers. Responsible for productivity, cost, quality and safety programs for team. Solid understanding of logistics, production control and supply, inventory management, and other warehouse functions. Show less