Zachary Ricketts
Program Analyst at Derflan, Inc.- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Sheila Coliz
Zach is a fantastic team player. He is smart, dligent, and customer-focused. I appreciated his ability to deep-dive into the Business Applications Partner Activiites program and keep up with the ebb and flow of the business. His positive attitiude and operational management skills were much appreciated by both the team and our various stakeholders. I would highly recommend him for any Project Manager, Operations, or Business Analyst roles.
Kevin Francis T.
I had the pleasure of working with Zach Ricketts for a significant portion of my time at Expedia Group, specifically on the Global Customer Command Center team where we focused on Technical Operations Support. Zach is a remarkable individual who possesses a unique combination of humility, hard work ethic, and exceptional technical skills. It was always impressive to see his ability to recall details and solutions to almost any technical issue that our team faced. He was incredibly diligent with documenting incidents and ensuring that they were resolved in a timely manner. One of the things that stood out to me was how reliable Zach was. He could always be counted on to deliver on anything that was asked of him, and his mentorship was invaluable in helping our team understand our internal tools. In addition to his technical prowess, Zach is also an outstanding teammate and overall great human being. (I.e. he purchased a box of baby crackers for my son during the pandemic) He would be an asset to any organization that takes a chance on him. I highly recommend Zach for any role related to technical operations support engineering and/or project management roles.
Sheila Coliz
Zach is a fantastic team player. He is smart, dligent, and customer-focused. I appreciated his ability to deep-dive into the Business Applications Partner Activiites program and keep up with the ebb and flow of the business. His positive attitiude and operational management skills were much appreciated by both the team and our various stakeholders. I would highly recommend him for any Project Manager, Operations, or Business Analyst roles.
Kevin Francis T.
I had the pleasure of working with Zach Ricketts for a significant portion of my time at Expedia Group, specifically on the Global Customer Command Center team where we focused on Technical Operations Support. Zach is a remarkable individual who possesses a unique combination of humility, hard work ethic, and exceptional technical skills. It was always impressive to see his ability to recall details and solutions to almost any technical issue that our team faced. He was incredibly diligent with documenting incidents and ensuring that they were resolved in a timely manner. One of the things that stood out to me was how reliable Zach was. He could always be counted on to deliver on anything that was asked of him, and his mentorship was invaluable in helping our team understand our internal tools. In addition to his technical prowess, Zach is also an outstanding teammate and overall great human being. (I.e. he purchased a box of baby crackers for my son during the pandemic) He would be an asset to any organization that takes a chance on him. I highly recommend Zach for any role related to technical operations support engineering and/or project management roles.
Sheila Coliz
Zach is a fantastic team player. He is smart, dligent, and customer-focused. I appreciated his ability to deep-dive into the Business Applications Partner Activiites program and keep up with the ebb and flow of the business. His positive attitiude and operational management skills were much appreciated by both the team and our various stakeholders. I would highly recommend him for any Project Manager, Operations, or Business Analyst roles.
Kevin Francis T.
I had the pleasure of working with Zach Ricketts for a significant portion of my time at Expedia Group, specifically on the Global Customer Command Center team where we focused on Technical Operations Support. Zach is a remarkable individual who possesses a unique combination of humility, hard work ethic, and exceptional technical skills. It was always impressive to see his ability to recall details and solutions to almost any technical issue that our team faced. He was incredibly diligent with documenting incidents and ensuring that they were resolved in a timely manner. One of the things that stood out to me was how reliable Zach was. He could always be counted on to deliver on anything that was asked of him, and his mentorship was invaluable in helping our team understand our internal tools. In addition to his technical prowess, Zach is also an outstanding teammate and overall great human being. (I.e. he purchased a box of baby crackers for my son during the pandemic) He would be an asset to any organization that takes a chance on him. I highly recommend Zach for any role related to technical operations support engineering and/or project management roles.
Sheila Coliz
Zach is a fantastic team player. He is smart, dligent, and customer-focused. I appreciated his ability to deep-dive into the Business Applications Partner Activiites program and keep up with the ebb and flow of the business. His positive attitiude and operational management skills were much appreciated by both the team and our various stakeholders. I would highly recommend him for any Project Manager, Operations, or Business Analyst roles.
Kevin Francis T.
I had the pleasure of working with Zach Ricketts for a significant portion of my time at Expedia Group, specifically on the Global Customer Command Center team where we focused on Technical Operations Support. Zach is a remarkable individual who possesses a unique combination of humility, hard work ethic, and exceptional technical skills. It was always impressive to see his ability to recall details and solutions to almost any technical issue that our team faced. He was incredibly diligent with documenting incidents and ensuring that they were resolved in a timely manner. One of the things that stood out to me was how reliable Zach was. He could always be counted on to deliver on anything that was asked of him, and his mentorship was invaluable in helping our team understand our internal tools. In addition to his technical prowess, Zach is also an outstanding teammate and overall great human being. (I.e. he purchased a box of baby crackers for my son during the pandemic) He would be an asset to any organization that takes a chance on him. I highly recommend Zach for any role related to technical operations support engineering and/or project management roles.
Credentials
-
Six Sigma White Belt Certification
Educate 360Feb, 2023- Sep, 2024 -
Microsoft Excel - Basic and Advanced
GoSkills.comMay, 2015- Sep, 2024 -
Project Management for Administrators
GoSkills.comFeb, 2015- Sep, 2024 -
Salesforce Basics
University of California, Irvine Division of Continuing Education
Experience
-
Derflan, Inc.
-
United States
-
Business Consulting and Services
-
1 - 100 Employee
-
Program Analyst
-
Nov 2021 - Apr 2023
In this role, I analyze and report on supplier performance to drive conversations regarding regional execution excellence and KPI attainment. I have successfully managed Partner onboarding and offboarding to ensure equal distribution of sales leads to maximize success. I enthusiastically and quickly make sense of complex issues and respond effectively to complex and ambiguous situations. In this role, I analyze and report on supplier performance to drive conversations regarding regional execution excellence and KPI attainment. I have successfully managed Partner onboarding and offboarding to ensure equal distribution of sales leads to maximize success. I enthusiastically and quickly make sense of complex issues and respond effectively to complex and ambiguous situations.
-
-
-
Expedia Group
-
United States
-
Software Development
-
700 & Above Employee
-
Operations Analyst
-
May 2018 - Feb 2022
In this role, I planned and executed strategies to increase business and drive profit growth and cost reduction. I exploited vulnerabilities in digital networks to gain vital intelligence and prepared and delivered Outage briefings and Call Center Performance reports. I helped command and integrate multiple communication functions for efficient emergency response, using ITIL methodology, to reduce MTTE, MTTR, and MTTA by 50%. In this role, I planned and executed strategies to increase business and drive profit growth and cost reduction. I exploited vulnerabilities in digital networks to gain vital intelligence and prepared and delivered Outage briefings and Call Center Performance reports. I helped command and integrate multiple communication functions for efficient emergency response, using ITIL methodology, to reduce MTTE, MTTR, and MTTA by 50%.
-
-
-
T-Mobile
-
United States
-
Telecommunications
-
700 & Above Employee
-
Specialist, Social Media Care
-
Feb 2017 - May 2018
As a Specialist, I defined and set team direction and provided guidance to members of the team. I utilized tools and resources to resolve customer inquiries or prepare correspondence, enabled strong and consistent team sales with organized schedules and materials, and maintained 95% quality scores and 240 Second AHT. As a Specialist, I defined and set team direction and provided guidance to members of the team. I utilized tools and resources to resolve customer inquiries or prepare correspondence, enabled strong and consistent team sales with organized schedules and materials, and maintained 95% quality scores and 240 Second AHT.
-
-
-
24 Hour Fitness
-
United States
-
Wellness and Fitness Services
-
700 & Above Employee
-
Sales Advisor
-
Nov 2016 - Jan 2017
As a Sales Advisor, I reached out to potential members by phone, set appointments for potential new business, and promoted specials to current and future guests. I built relationships with customers to increase the likelihood of repeat business, exceeded quotas frequently with attention to customer needs, and generated nearly $50,000 in new business in a short period of time. As a Sales Advisor, I reached out to potential members by phone, set appointments for potential new business, and promoted specials to current and future guests. I built relationships with customers to increase the likelihood of repeat business, exceeded quotas frequently with attention to customer needs, and generated nearly $50,000 in new business in a short period of time.
-
-
-
First Hawaiian Bank
-
United States
-
Banking
-
700 & Above Employee
-
Disaster Recovery Specialist
-
May 2016 - Oct 2016
In this role, I improved operating efficiencies by standardizing Business Continuity Plans for each business unit, ultimately reducing estimated BCP costs by nearly $1 Million. I identified issues and solutions to eliminate backlog and maximize workflows and complied with corporate regulations, policies, and procedures to maximize safety, security and overall trust in organization and employees. In this role, I improved operating efficiencies by standardizing Business Continuity Plans for each business unit, ultimately reducing estimated BCP costs by nearly $1 Million. I identified issues and solutions to eliminate backlog and maximize workflows and complied with corporate regulations, policies, and procedures to maximize safety, security and overall trust in organization and employees.
-
-
-
Expedia, Inc.
-
United States
-
Real Estate
-
Tier 2 Customer Operations Analyst
-
Aug 2014 - Apr 2016
Using Splunk and AppDynamics, I am now responsible for deep dives into agent tool issues, identifying faulty back end calls, and determining the best possible fixes to reduce MTTR. As the first member of the Tier 2 team, I have assisted in developing our processes and documentation to aid in the onboarding of new analysts and continued training of existing team members
-
-
Customer Operations Analyst
-
Apr 2011 - Aug 2014
As an Operations Analyst, my core function is to ensure our call centers are properly equipped to assist our customers. I work with our partners to maintain proper staffing levels. I coordinate with our support teams to make sure all agent tools are functional, and I work with stakeholders in the event of a crisis to make sure our customers needs are met.
-
-
-
Microsoft
-
United States
-
Software Development
-
200 - 300 Employee
-
Mission Control Analyst
-
Mar 2007 - Feb 2011
Real time call monitoring, system health analysis, agent staffing, and crisis management for the Global Customer Service organization. Real time call monitoring, system health analysis, agent staffing, and crisis management for the Global Customer Service organization.
-
-
Education
-
2017 - 2018
Ashford University
Bachelor's degree - pending, Library and Information Science
Community
