Launched a small female LGBTQ+ owned business to help new businesses develop their brand, logos, marketing, and social media presence. Conduct extensive competitive analysis and market research to understand each client’s target audience, customer personas, and the optimal SEO/Keywords. Storyboard ideas to evolve campaigns with the client’s input. Manage content strategies, social media analytics, and leverage multiple tools to develop impactful social content. Plan, schedule, and execute photo or video shoots, lead post-production editing, and finalize all campaigns. • Managed all marketing materials, social media (static, video, and photography), and branding design for the CrossFit SANGO Games 2024. The audience size included 2K Instagram followers and 250+ event attendees. • Recently developed branding, logos, and promotional materials for three brick-and-mortar businesses, ensuring consistent and impactful brand representation.• Have designed multiple book covers and billboards for clients that align with their goals while delivering a visually aesthetic product.• Managed several real estate photography, videography, and branding campaigns, providing professional and high-quality visuals for property marketing.• Utilize analytics tools (Instagram Analytics, ChatGPT, SEO keywording) to track trends, monitor content performance, and optimize engagement.

Managed the strategy for vendor performance which included overseeing the successful execution of all contract details, compliance & audit management, onboarding new clients, and aligning cross-functional teams at all levels of the organization. Handled billing, monitored funding, and reconciled transportation costs. Conducted extensive root cause analysis, reviewed complex data sets, identified trends, and made meaningful operational recommendations to the business. Led multiple NPS and business process improvement initiatives to improve client value proposition while increasing customer satisfaction. • Managed four of Asurion’s largest North America high-priority clients, including Costco, while maintaining all KPIs, optimizing costs, and ensuring client satisfaction.• Reduced technician decision-making turnaround time from one day to less than half a day. • Delivered 95% 10-day SLA’s on a 92% goal while significantly reducing the cost of claims. • Won an award for the development of an executive level dashboard that gave additional insight to Net Promoter Score gaps and opportunities, which helped operations significantly reduce customer friction. • Successfully onboarded Tech Cycle Solutions as a vendor and executed their three-year contract.• Collaborated with executives on out-of-box audits, escalation management, and ongoing performance reviews.

Led a team of six user acceptance testing team members that supported client-side applications and internal CRM systems. Personnel experience included recruiting, interviewing, hiring, onboarding, training, performance evaluation, and developing team members professional capabilities. Audited teams’ performance in end-to-end testing, user interface evaluations, and production launch support for various technology and mobile applications.• Managed multiple product launches for high profile clients including US Cellular, Sprint, Walmart, and Verizon. • Led portions of the internal “Horizon” CRM development, a complex platform that handled multiple API integrations, required significant PII security measures, and housed subscriber’s data for millions of users. • The team managed sixty to eighty projects in tandem at any given time. • Rebranded the team to be seen at the “Last line of Defense” before products and software went live. • 100% of the team went on to be promoted to advanced roles, meeting their career aspirations. • As a passion project, served as the Pride Employee Resource Group Communication Chair, building compelling social media, newsletters, and email content to engage the members while inciting action.

Planning, executed, and validated user acceptance testing to ensure that business requirements were met before the deployment of new systems, features, or updates. Mentored, coached, and helped onboard new or junior UAT Testers. • Managed the UAT Testing for the groundbreaking “Sprint Smart Life”, a smart device management app that allowed users to control and automate their home devices using a smartphone or tablet.• Oversaw testing for the “Verizon Connected Home” launch, a collection of services and devices that allow customers to control and monitor their home from anywhere.• Helped launch a Walmart in-store kiosk and helped manage all testing processes.• Assisted in the Pride first ever Nashville Pride event sponsored by the Pride Employee Resource Group, which included planning all communications, getting over one hundred team members to walk in the parade, soliciting 25+ booth volunteers, and planning a strategy to leverage the event for corporate recruiting efforts.

Managed cross-organizational communication and led testing for client-side applications. Translated business requirements into actionable test plans and collaborated with clients to ensure project success.• Handled over 200+ retail clients and juggled 8-13 projects in tandem. • Led a Sprint “Smart Life” project that delivered an in-store kiosk with multiple technologies for customers to test and demo. • Introduced the “Connected Home portfolio” for Verizon.

Monitored events within the global IT environment through timely escalation of alerts which have exceeded critical thresholds to the global support teams to avert impactful incidents. Managed the ATOC’s electronic mailbox by timely responding to inquiries, incident reports, and other pertinent communications sent to it.• Effectively relayed important incident updates to the global IT support teams via instant messages through the ATOC chat room or via email.• Performed daily operational duties as part of the IT organization’s “keep the business running” (KTBR) activities• Assisted in the setup and coordination of conference bridges to accommodate IT support personnel for Change & Release calls, Incident Bridges, Business /Management Bridges and other auxiliary calls as maybe required by the business• Acted as primary contact in the coordination, triage and management of minor and major incidents from detection through resolution• Escalated incidents and alerts to the appropriate Tier-2 and Tier-3 teams• Coordinated, triaged and managed critical incidents when called upon• Handled inbound phone calls to the global operations centre and trigger the incident and event management procedures as needed• Monitored Application Performance Monitoring and Infrastructure Monitoring tools for events and incidents, including exceeded critical thresholds to proactively prevent incidents or to resolve incidents in a timely manner.• Performed documented triage and mitigation action for event management alerts.• Performed Level 1 documented triage and mitigation actions for application, network, database and other IT support area events.

Tech. SupportTroubleshooting (Hardware & Software)Personal Computer & Mac based product knowledgeCustomer CareOrganizationEmailInternet ConnectivityMobile Troubleshooting (iPhone & Android)Mobile Technology Configurations