• Assisted in daily operations of the UKG Project Management Office, creating Statements of Work and Change Requests, and onboarding sub-contractor resources.• Guided the implementation of UKG Pro Workforce Management software with external clients to ensure timely and budget-friendly project completion.

- Manages a team of 20-24 remote call-center agents as their People Lead, including monitoring live queues, and ensuring the team is answering and addressing calls as needed. Oversees any day-to-day issues with the team, conducts one-on-one and as-needed coaching’s and feedback.- Takes note of and directs agents to complete side tasks to assist the project at-large. Including, but not limited to, short call investigations, uploading of legally required call recordings, and investigating transferred calls to find root causes.- Conceived and implemented a data collection process that improves reporting and enhances backlog management. This led the team from an 800-task backlog to being fully up-to-date to client expectations within just four days and actively maintains this status. This not only positively impacts the client relationship by ensuring that they are within legal compliance but also reduces costs, as it eliminates the need for additional resources to assist in overtime.- Enhanced agent role to address dynamic client demands. Assists with various side projects involving backlog fulfillment.- Collaborates with training, quality, and reporting teams to provide exemplary service to the client, including meeting or exceeding SLAs.- Continuously provides insights and feedback to project leadership to help improve processes and procedures, with multiple ideas submitted to the Intelligent Citizen Services innovation hub.

- Worked closely with the client to successfully launch multiple new workflows targeted towards growing their market share in eCommerce.- Gave direction for these new workflows across multiple global sites, and collaborated closely with Team Leads at those sites to ensure that expectations and Known Performance Indicators (KPIs) were being met or exceeded.- Continuously provided insights and feedback to improve processes and procedures, and worked with the client and agents to ensure that they are implemented correctly and efficiently.- Prepared presentations to deliver to the client on a bi-weekly basis to report on the current project status- Managed anywhere from 15 to 30 agents, assisting with any issues, providing feedback, and being primary contact for any concerns.- Co-created a process to quantify a task-based workflow that previously had no way to track production and was able to deliver usable metrics to monitor agent output. This lead the team from a year-long active backlog state to meeting client expectations within three weeks.

- Ensured timely responses to a large social media client’s users in order to meet SLAs while still maintaining high-quality user interactions and increasing customer satisfaction- Reviewed issues submitted by client's users, analyzed the problem, and provided a resolution.- Continuously outperformed quality expectations set by the client- Regularly reviewed and maintained case queues and followed-up on open tickets- Maintained accurate data for the client and documented trends and insights in the workflows- Adapted quickly to continuously changing needs and priorities- Identified trends within tickets while in your review and provide feedback to leadership- Provided support and coverage for the team lead and maintained a high degree of professionalism

-Provide high quality service-Drive complex transactions & service at the cashwrap, working quickly and accurately with a high level of activity.-Provide mentoring for Brand Ambassadors to support technology. Support operational processes.-Ensure accurate data integrity for all transactions and that all cashwrap policies and procedures are understood and followed.-Train new cashiers on the Point of Sale, operational responsibilities, and etiquette.-Act as a resource and mentor for other cashiers.-Understand functional aspects of tech devices and supports in-store training to ensure all Brand Ambassadors are comfortable using technology.-Communicates with diverse customers and coworkers in person, email, and by telephone.-Adapt quickly to changing needs and priorities.

-Provide high quality service-Drive complex transactions & service at the cashwrap, working quickly and accurately with a high level of activity.-Provide mentoring for Brand Ambassadors to support technology. Support operational processes.-Ensure accurate data integrity for all transactions and that all cashwrap policies and procedures are understood and followed.-Train new cashiers on the Point of Sale, operational responsibilities, and etiquette.-Act as a resource and mentor for other cashiers.-Understand functional aspects of tech devices and supports in-store training to ensure all Brand Ambassadors are comfortable using technology.-Communicates with diverse customers and coworkers in person, email, and by telephone.-Adapt quickly to changing needs and priorities.

• Team-Based selling• Customer service• Restocking• Shipment Processing • Banana Republic Card acquisition

• Performed the responsibilities of leader on duty• Exemplary customer service, including responsibility for making sales and Banana Republic Card goals• Led placement of merchandise to brand standards• Led shipment processing, restocking, floor sets, and cleaning

• Followed concept book for displays and visuals• Placed merchandise to brand standards • Shipping and receiving merchandise• Inventory, stocking, cleaning, customer service and sales.

• Placed merchandise to brand standards • Shipping and receiving merchandise• Inventory, stocking, cleaning, customer service and sales.

• Placed merchandise to brand standards • Shipping and receiving merchandise• Inventory, stocking, cleaning, customer service and sales.

-Provide reference assistance and user instruction in person and online based on materials Library collection-Assist patrons in the use of print and electronic resources, including the online catalog, a variety of online databases, and the Internet.-Serve as a computer consultant for a lab within the library, troubleshooting hardware and software problems.-Provide front desk library support for operations including circulation, intercampus and interlibrary loans, checking in serials and new books.