Debra Gerald Email & Phone Number

Support the Member Experience team by focusing on performance and efficiency in our customer support efforts. Key Responsibilities: * Establish new processes and procedures to improve the processing time, security, and consistency.* Contribute to team initiatives by identifying product and process improvements that lead to a decrease in the number of inquiries.* Assists help desk staff by answering questions and providing support in a timely manner.* Provides problem resolution, reassigning or escalating advanced inquiries to appropriate technicians or staff. * Prepares and presents reports related to ticket drivers and help desk activity for management review and action.

Mclean, Virginia, United States

Assisted with the day-to-day operations of ID.me’s affiliate program and launched new partners on the ID.me Shop website. Key Responsibilities:* Onboarded new brands in order to grow the affiliate revenue for ID.me Shop.* Collaborated with the Product Managers to initiate UX improvements within ID.me Shop.* Collaborated with the AE’s & CSM’s within the Sales Team to onboard new community offers and manage community offers within ID.me Shop* Completed weekly fraud checks and collaborated with the Fraud Team to initiate investigations when needed* Managed the missing cash back program for ID.me Shop* Managed affiliate partners in the following affiliate networks: Commission Junction, AvantLink, Rakuten, AWIN, ShareASale, Amazon, Partnerize, and Ascend by Partnerize

Tysons, Va

Provided operational and management support to ensure established processes and operations maintain a high level of production.Key Responsibilities:* Developed processes, policies and procedures for Quality Assurance resulting in integration of quality assurance processes. Train department personnel on those processes, policies and procedures* Compile information gathered from members and identify trends, gaps, and proactively suggest solutions to streamline business operations * Process missing cash back inquiries for members, submit inquiries to merchants through our affiliate network partners

Mclean, Virginia

* Provides operational and project management support to ensure established processes and operations run effectively.* Compiles information gathered from customers and identifies trends, gaps, and proactively suggests solutions to streamline business operations.* Collaborates with internal departments to ensure engineering, sales, and business development are aligned on critical issues.* Provides a high level of confidentiality to ensure sensitive information submitted by members is handled properly.* Track Member and Merchant issues using Customer Relationship Software to ensure requests for assistance are answered in a timely manner and a high level of customer satisfaction is achieved.* Mentors new hires by providing training, modeling desired behaviors, and coaching.

Savannah, Georgia Area

Developed and implemented maintenance program development analysis that directly supported Gulfstream scheduled maintenance programs, for both existing and future aircraft programs.Key Responsibilities:* Provide a range of services including maintenance task delegation, documentation procedures, and the facilitation of both on and off-site presentations and meetings for both staff and management.* Perform necessary investigation of operator requests, determining allowable deviations from scheduled maintenance programs.* Coordinate all aspects of simultaneous, management-assigned projects.* Ensure adherence to regulatory parameters, such as the Federal Aviation Regulations.* Contribute information and recommendations to engineering strategic plans and reviews.

Savannah, Georgia Area

Data Management and Analytical Responsibilities* Maintained all aspects of aircraft master databases, providing assistive services for the Gulfstream CMP.net program to include development of the master databases.* Collected CMP data from clients, Gulfstream Service Centers, and maintenance locations.* Provided technical expertise to customer base in support of CMP.net processes.* Provide data analysis, information quality assurance, and various report/documentation-drafting services.* Achieved operational objectives, effectively managing projects and related strategic plans.* Communicated customer support issues effectively to management and staff.

Savannah, Georgia Area

Developed and implemented a number of contractual agreements for use by sales teams as well as in support of managerial efforts. Created, revised, and maintained contractual databases with outside organizations in support of business financial limitations and objectives.Key Responsibilities:* Prepared sales proposals for the Worldwide Sales Team.* Prepared and revised contracts and related terms/agreements for Contract Managers.* Drafted and edited materials for the Contract Management Administrative Guide.* Instructed elements of the Contract Management Livelink On-line Filing Course.

Savannah, Georgia Area

Reported to managerial staff in the provision of basic as well as advanced administrative services. Responsibilities included database system maintenance, office supply logistics, reception duties, and a wide array of other daily tasks. Developed Excel sheets and other Microsoft Office-based files.Key Responsibilities:* Monitored purchase orders, preparing quotes and conducting analysis for returned quotes.* Maintained elements of Purchasing Requisition Database utilizing Microsoft Access.* Developed Excel spreadsheets, compiling and analyzing data to track various projects.

Washington D.C. Metro Area

Key Responsibilities:* Coordinated elements of filing, communication, web applications, and a range of other critical office services for the Aeronautical Engineering Office.* Provided support for various coworkers and management, including training.* Additional duties included basic aspects of administrative support such as presentation development and document drafting.

Clearwater, Fl / Elizabeth City, Nc

Key Responsibilites:* Performed component maintenance on aircraft engines and propellers, developing a working knowledge of associated equipment and maintenance procedures.* Prepared aircraft for flight, assisting in handling the aircraft on the ground, and performed flight crew duties as a Dropmaster and Loadmaster.* Implemented working knowledge of Aircraft Computerized Maintenance System.* Operated a flight statistic database for 25 C-130 pilots and 130 C-130 crewmembers.

Bachelor Of Science, Sociology

Sociology Corps of Cadets

Education record