Experience

Hiscox USA

• United States
• Insurance
• 300 - 400 Employee

• Sr. Program Delivery Analyst

  • Apr 2021 - Present

  Atlanta, Georgia, United States

• Operations Analyst

  • Jul 2018 - Apr 2021

  Greater Atlanta Area



DexYP

• United States
• Software Development
• 700 & Above Employee

• Manager

  • Jul 2017 - Dec 2017



YP, The Real Yellow Pages®

• United States
• Advertising Services
• 700 & Above Employee

• Digital Operations Manager

  • Aug 2014 - Dec 2017

  Greater Atlanta Area • Manage the life cycle and day to day operations of online presence products supported within Digital Ad Operations. • Review metrics, reports and controls to ensure service level agreements are consistently being meet. Drive continuous improvements by maintaining quality standards relating to customer service to improve cycle time to improve accuracy and efficiency. • Develop appropriate success measures, monitor, and adjust plans and activities to achieve targets. Proactively manage… Show more • Manage the life cycle and day to day operations of online presence products supported within Digital Ad Operations. • Review metrics, reports and controls to ensure service level agreements are consistently being meet. Drive continuous improvements by maintaining quality standards relating to customer service to improve cycle time to improve accuracy and efficiency. • Develop appropriate success measures, monitor, and adjust plans and activities to achieve targets. Proactively manage team efforts, and facilitate project initiatives to meet profitability goals. • Coordinate multiple projects and present support strategies. Responsible for process development and technical and operational requirements to improve business decision-making. • Define project scope, goals, and deliverables that support business goals in collaboration with Engineering, Sales, and Marketing teams. • Document and communicate project timelines, progress and challenges with all project stakeholders. • Responsible for quality and productivity of assigned team members; as well as, external vendor support. Point of contact for escalated matters. • Identify training needs and assist in efforts for training process changes.

• Technical Support Team Lead

  • Dec 2013 - Aug 2014

  Tucker, GA • Manages a team of call center representatives that provide support for all technical issues relating to websites, email set up/ configuration, domain transfers, and search engine related issues. • Handles day-to-day staff production to ensure accurate call center representative perform daily responsibilities. • Identifies process improvement to enhance fulfillment and customer satisfaction. • Project lead for domain migrations and system maintenance.

• Technical Support

  • Aug 2011 - Dec 2013

  Greater Atlanta Area • Provide high quality customer service to sales and customers for technical support related to website and mobile website domains and domain-based email. • Provide assistance with domain management, domain transfers between registrars, DNS changes including A Records, MX Records, CNAMES, and name servers. • Provide assistance with domain-based email, creating new email accounts, resetting passwords, and troubleshooting server issues. • Providing customer education web-based email… Show more • Provide high quality customer service to sales and customers for technical support related to website and mobile website domains and domain-based email. • Provide assistance with domain management, domain transfers between registrars, DNS changes including A Records, MX Records, CNAMES, and name servers. • Provide assistance with domain-based email, creating new email accounts, resetting passwords, and troubleshooting server issues. • Providing customer education web-based email clients, as well as the setup of third party email clients. • Escalate cases to the appropriate supporting team, determining the most effective solution. Tracks cases referred with full ownership until they are resolved. • Assisted with the development and testing of the Domain Management Tool migration into Salesforce.com. Reported bugs, error, and flaws in the updated web application. • Consistently recognized for excellent problem- solving and analytical skills. • Training new hires and keeping employees updated with process changes.

• Domain Support Admin

  • Apr 2011 - Aug 2011

  Processed domain registration forms for new websites. Processed domain transfer out forms. Processed domain transfer in forms by initiating the domain transfer. Internal and external customer assistance with annual domain renewals, custom domain transfers between registration providers questions/issues via email.

• Mobile Admin

  • Aug 2010 - Apr 2011

  Process mobile websites by running daily V Look up report, research domains, and research EUE date and live dates for mobile websites to be pushed to design. Process mobile website changes by running a daily change report for follow up changes and mobile only changes. Research mobile website cancellation reports.



DeKalb County Schools

• Paraprofessional

  • Feb 2009 - Aug 2010

  Assist students and teachers in an Interrelated Special Education classroom setting with course work



SkinCare Physicians, Inc.

• United States
• Medical Practices
• 1 - 100 Employee

• Administrative Assistant

  • Jun 2003 - Aug 2006

  Manage and prepare all medical records for the private practice.