• Managed daily operations of a hybrid team of 13.• Advised developers as the Product Owner and Scrum Master for a proprietary customer relationship management (CRM) web application via MySQL using Python, Java, JavaScript, HTML5, and CSS• Managed the implementation of the NICE CXone phone system, including sourcing vendors through RFP’s, negotiating contracts and SOW’s, designing software and future releases/rollouts, and developing company-wide communications and training. • Served as the platform administrator for RingCentral and Mitel phone systems responsible for IVR call flows, Cisco network support for switches and routers, server monitoring and maintenance, and telephony support and training.

• Responsible for creating and implementing strategic processes to maximize efficiency across developing business • Lead end-to-end project management focused on creating, maintaining, and improving customer experience while also supporting new and existing business areas• Manage multiple, concurrent processes, and where necessary, strategically prioritize to ensure all deadlines are met

• Managed international teams ranging from 20-60 employees.• Organized and supported cross-functional efforts that led to the successful deployment of ServiceNow and Salesforce, including the seamless integration between both CRM platforms.• Created, documented, and updated troubleshooting procedures for portfolios managed by my teams, such as ServiceNow and Salesforce.• Designed and facilitated ServiceNow and Salesforce training for service desk specialists, new hires, and end-users to improve technology support and adoption.

• I served as the department’s point of contact for service vendor relationships. I handled contract negotiations, service level agreements, reporting, and feedback for multiple vendors that supported Target.• I oversaw a team of four that dealt with all interdepartmental communications.• I served as Scrum Master over a companywide SharePoint migration• I staffed and trained a new team within the organization aimed to provide support for executive-level leaders.• I trained multiple teams of agents in Montevideo, Uruguay, and Bangalore, India to support our department throughout the year as well as add additional support during our peak season (September-December). I was tasked with creating content and then traveling onsite to each country to teach soft skills and ensure all agents were technically proficient in the platforms they were supporting.• I supervised the performance of team members to ensure metrics and adherence goals were met following company guidelines and procedures.

• I served as the Highlights Coordinator for the Minnesota Vikings Radio Network for two seasons• I functioned as the Board Operator for seven radio stations in the Twin Cities market• I primarily worked as an Associate Producer for the Power Trip Morning Show, FAN Motorsports, and Emmer & Davis In The Morning where I booked guests, created and edited audio content, and was an on-air personality• I was an on-air talent for the Total Traffic Network where I created traffic and weather reports the Minneapolis/St. Paul, Des Moines, and Omaha markets

• I oversaw the creation and effectiveness of delivery routes throughout Minnesota and Wisconsin to maximize the service and efficiency of the customer base.• I led the staff throughout the transition to a new warehouse/headquarters site.• I successfully implemented an online tracking system to monitor the timely delivery of the customer's orders.• I provided training and mentorship to employees, increasing their motivation, and improving their productivity and career development.