System access management: Onboard and offboard team members to all NYT operations systems required for their jobs. Manage access user roles, security, profile workflows, approval processes and validation rules.Triage and troubleshoot system access challenges to drive resolution. Look for opportunities to improve and automate system access processes.Ensure team members and vendors understand our systems and know how to use them properly. Maintain strong understanding of NYT Customer Care and Care technology stack. Enterprise software management: Manage day-to-day relationships with a portfolio of Care tech vendors. Understand best practices for using technology, and keep the team informed of upcoming feature releases.Identify and advocate for system and process improvements and efficiency opportunities. Ensure business continuity by monitoring ops systems health for stability and reliability. Work with vendors and internal teams to resolve issues quickly and with minimal impact.Maintain enterprise software license counts. Make sure we’re using licenses appropriately, minimizing cost and compliance risk.Collaborate with internal teams (compliance, internal audit, information security) to implement compliance risk policies and controls.Care process management:Manage Care Operations on-call process. Make sure we always have someone available to help with urgent issues and that the team is trained on all runbooks.Prioritize issues, schedule development, lead user acceptance testing and maintain bug tracking from various internal systems.

Current Responsibilities Manage the Interactive Voice Response (IVR) System and Customer Care systems. Perform essential day-to-day activities, including assisting team members with CRM utilization, serving as a subject matter expert for NYT Customer Care, and building ad hoc reports using internal data.Continuously enhance the business-side CRM system: plan and document requirements, prioritize issues, schedule development, lead user acceptance testing, and maintain bug and blocker documentation from Sugar and other internal systems.Develop business and functional requirements for standalone functionality and system integration, including testing new enhancements and documenting results.Act as a liaison between system end users and the technical support group to ensure clear communication and mutual understanding of processes and applications.Analyze current business processes and suggest improvements.Create, improve, and maintain user groups, workflows, approval processes, and validation rules.Admin for the Following Systems: Zendesk SugarCRM Kubra Slack AWS Connect Sparkpost Siebel Salesforce ServiceNow Lessonly Tethr WordPress Coupa

Client: The New York Time- Supervised daily call center operations, ensuring key service metrics met or exceeded established service levels.- Managed five teams simultaneously, including E-Support, Escalations, HD Administration, Classifieds Department, and over 80 temporary agents.- Conducted ongoing staff training, coaching, monthly assessments, and year-end performance appraisals.- Executed personnel management tasks to enhance workflow, including issuing warnings and handling terminations.- Ensured a call answer time of 10 seconds or less, email response turnaround of 24 hours or less, and priority/VIP email turnaround of one hour or less.- Generated and analyzed daily Siebel CRM reports and data.- Collaborated with the IT department on Siebel enhancements and identified software issues.- Worked closely with senior management at The New York Times to resolve customer issues related to home delivery, web accounts, and digital products.- Trained agents at our annex location in Florida and a succeeding company in Iowa.- Two-time President’s Award recipient for outstanding teamwork and leadership.