Collin A. Email & Phone Number

Shawnee, Ok, Us

- Extract, clean, and deliver data for 25+ projects monthly across MarComm and Digital Engagement- Coordinate with Data Management and Data Delivery to configure ETL and ingestion to Salesforce Data Cloud- Assist peers with Tableau and Dataroma dashboard updatesKey Achievement: Automated 4 projects using Salesforce Data Cloud, saving 8 hours per month

- Provided omni-channel technical support for Audio-Visual hardware, software, and systemsKey Achievement: Overall CSAT of 96%

Oklahoma City, Oklahoma, United States

- Developed long term strategy and project plans to build influence and demonstrate how to engage talent- Led multiple project teams concurrently to ensure department-specific objectives were achieved- Managed nationwide peer mentorship programs for all Sales teams- Partnered with Well-Being and Employee Experience teams to drive awareness of DEIB programs- Organized and facilitated regular town-hall style meetings between executives and employeesKey Achievement: Facilitated 229 Mentorships through Sales Mentorship Program—Tools: 🖥️ Confluence🖥️ Jira🖥️ Paycom🖥️ Microsoft Office🖥️ Zoom

United States

- Managed Employee Progressions, Vendor, and Return-to-Role training programs for AMR Region- Provided Workforce Management and Real Time Operations Support for over 200 Contact Center Trainers. - Managed permissions and access for tools including Slack, Webex, Box, and department Kbase- Supervised knowledge management, including approving new content and reviewing existing content quarterly- Created and maintained multiple Tableau Dashboards to track team and individual KPIs Key Achievement: Implemented Return-to-Role training program that reduced employee time to proficiency by 50%—Tools: 🖥️ Tableau🖥️ Wrike🖥️ Slack🖥️ Box🖥️ Cisco Webex🖥️ Adobe Connect🖥️ QualtricsXM🖥️ Saba LMS🖥️ Jive Software

United States

- Curated and annotated data sets used to train Machine Learning algorithms for contact center tools- Built new knowledge base and established team knowledge management procedures- Created training content and strategy that increased team 400% in 6 months and accelerated project 50% - Managed team of 9 analysts on an interim basis- Negotiated project timeline, priority, and scope with multiple client groups - Led testing of minimum viable product (MVP) and escalated detailed feedback for 2.0 releaseKey Achievement: Created training content and strategy that increased team 400% in 6 months and accelerated project 50%—Tools: 🖥️ Turicreate🖥️ Box🖥️ Slack🖥️ Wrike🖥️ Jive Software

United States

- Facilitated 1:1 and small group experiential learning sessions for new hires, promotions, and Advisors returning to work- Led classes from Day 1 through graduation and supervised groups of up to 8 trainers and 30 learners- Supervised project team of 29 to build, grow, and maintain learning content library- Maintained accreditation by providing technical support part-time and consistently exceeding all Senior Advisor requirementsKey Achievement: Expanded learning content 200% in under 6 months by strategically recruiting 29 partners from 4 lines of business—Tools: 🖥️ Box🖥️ Slack🖥️ Cisco Webex🖥️ Blackboard Collaborate🖥️ Adobe Connect🖥️ Apple CRM🖥️ Jive Software

United States

- Provided Technical Support for Apple hardware, software, and services including iOS, MacOS, iCloud, and iTunes- Handled escalations from Tier 1 Advisors, Geniuses (Retail Technicians), Customer Relations, and carrier partners- Owned all cases until resolved, completing research, escalations, and technical consults with engineers as needed- Identified trends from case history, escalating to appropriate engineering, product, and knowledge teams for resolutionKey Achievement: Earned 100% Customer Satisfaction (CSAT) for 24 consecutive months—Tools: 🖥️ Apple CRM🖥️ Cisco Webex🖥️ Jive Software

United States

- Provided Technical Support for Apple hardware, software, and services including iOS, MacOS, iCloud, and iTunes- Handled inbound interactions from customers, carrier partners, and resellers- Supported both phone and chat queues based on customer demand and business need Key Achievement: Ranked Top 5% in Q1 2015 based on handle time, customer satisfaction (CSAT), and issue resolution—Tools: 🖥️ Apple CRM🖥️ Cisco Webex🖥️ Jive Software

Master Of Business Administration - Mba, It Management

Bachelor Of Science - Bs, Technical Studies, 3.468