I'm responsible for guiding the configuration, maintenance, and support of various business systems used within Splunk’s Customer Success organization focusing first on Professional Services. I ensure systems and processes are functioning optimally and efficiently, and that they meet the needs of the organization. Lastly, I collaborate with business and IT teams to define and support the implementation of system enhancements and improvements.• Understanding business processes and systems for the purpose of fixing business-critical applications used by the company• Provide guidance to the business in the management and configuration of various business unit specific applications such as Certinia, Salesforce, and Jira• Supervise business usage of key applications to ensure adoption, effective license usage and to anticipate issues or improvements needed• Proactively suggest enhancements or tools for the business teams by monitoring product releases for what’s new and evaluating the marketplace for trends and ideas• Make recommendations on improvement requests and system bugs and formulate requests for IT for various Professional Services tools• Evaluate and provide guidance on bugs and enhancements raised as SNOW tickets and develop plan of action for avoiding common issues• Meet with Professional Services leadership and teams to discuss projects and roadmap, gather pain points and suggestions• Partner with IT on a business initiatives to ensure we meet business objectives• Understand and be able to provide guidance on how key business systems are used at Splunk including Certinia, Salesforce Sales, Service and Experience Clouds, Jira, and other tools• Understand key business processes within Customer Success such as Customer Success Management, Technical Support, and Professional Services• Create and maintain documentation on Customer Success tool configurations, automations, and processes to facilitate change management and training for internal teams

I’m responsible to deliver Salesforce and Service Management support across the Global Organization covering Customer Care and Sales Teams. As well, I partner with various teams in decision-making, creating working solutions, and streamlining processes. Some responsibilities are:• Business Analysis• Build customer stories for our Contact Centre and Sales platforms, such as Salesforce and Amazon Connect, based on user requirements, and manage those through testing to deployment. Act as a central contact point for functional Service Owners and Project Managers about Salesforce.• Contact Centre System Maintenance• Responsible for overseeing and monitoring the performance and health of the Contact Centre platforms, such as Salesforce and Amazon Connect, by identifying and implementing enhancements and solutions as needed.• Continuous Improvement / Problem Management• Help reduce incoming ticket volumes and customer contacts to Customer Care using data analysis and traditional problem management techniques. Produce knowledge material as required and explore new self-service techniques to continually improve customer experience.• Service Management Operations• Support the Case Management lifecycle process in Customer Care and ensure teams adhere to and adapt their ways of working to a consistent process across the organization. Make recommendations on case management processes and Service improvement to functions. Own and develop Service Level Management process to ensure Customer Care meet set targets. Develop and deliver an appropriate performance reporting suite.• Contact Centre and Sales Reporting• Responsible for building, creating, and maintaining all needed reports based on business requirements. Support the Operations with Support ad hoc data needs and reporting requests/analyses. Produce knowledge material as required and explore new self-service techniques to continually improve customer and user experience.

CRM Data analyst and Administrator. I’m Partnering with Sales and Sales Operations teams to provide insights and analytics that help to streamline and improve sales targeting, market-level analysis, product trending, strategic targeting, data management and overall performance.Responsibilities:•Demonstrates high standards by adhering to company policies and procedures relevant to role•Execution of Sales Framework – Canada, US and Latin America - Collaborate with Sales & Sales Operations teams to understand the Sales Framework (i.e. Salesforce Process); ensure reports and analyses are in alignment with overall processes - Own System Admin responsibilities for ensuring CRM system aligns to our business strategy and goals - Act as liaison with CRM IT team to articulate business needs and requirements. - Partner with Marketing team, when applicable, to design, build and implement product-specific Campaigns in CRM - Develop reporting that tracks effectiveness of sales programs and initiatives•Sales Operations & Market Analysis - Design, implement and maintain Segmentation strategy for Canada, US and Latin America accounts - Support market-level analysis, leveraging external data as needed - Collaborate with Marketing team to support specific Marketing programs and initiatives across franchises, e.g., new product launches, contests, campaigns - Support ad hoc data needs and reporting requests/analyses

As Operations Manager I was responsible for the overall performance and budget of multiple client groups. I set objectives, analyzed metrics, ensured that the company and staff met the goals and provided reliable, efficient support for our clients. I was also responsible for hiring, Managing training content, preparing and motivating my teams to provide excellent service to customers and clients. Manage groups of +200 people.Some tasks were:- Work with the President and senior management to ensure the Company vision and core values are integrated into our operational strategies.- Ensure the productivity of departments or multiple P-and-L groups so that Company and client goals/ SLAs are met or exceeded.- Understand Client SLAs and contractual requirements to ensure we met objectives.- Manage all inventory in line with company requirements- Ensure that all necessary facilities and/or tools are available for use by employees.- Approve recommendations for hiring, transfer, promotion, or dismissal of staff, as is appropriate.- Monitor staffing levels in accordance with the Resource Balancing QAP to ensure that Company resources are being efficiently and effectively allocated.- Develop strong client relationships in a professional and appropriate manner, in accordance with the Company's Mission Statement, Promise of Performance, and Company Policy.- Manage all client reporting and internal reporting and billing requirements in a timely manner. - Performance manage direct reports and overall team to ensure we grow and develop our talent.- Develop strategies to enhance productivity or improve processes and procedures.- Prepare monthly forecasts, revenue and expenses for managed portfolios.- Motivate staff through established incentive programs or ad hoc contests.- Establish work schedules to meet Company and client requirements.- Champion company core values and other company programs to engage and motivate our employees.

Job-Specific Duties & Responsibilities• Ensure the productivity of department or P-and-L group so that Company goals are met or exceeded• Ensure that all necessary facilities and/or tools are available for use by employees• Recommend hiring, transfer, promotion, or dismissal of staff, as is appropriate• Monitor staffing levels in accordance with the Resource Balancing QAP to ensure that Company resources are being efficiently and effectively allocated• Deal with clients in a professional and appropriate manner, in accordance with the Company's Mission Statement, Promise of Performance, and Company Policy• Maintain accurate records of employee performance, including quality audits, attendance records, and disciplinary documentation• Analyze all relevant statistical, performance, and/or billing reports• Develop strategies to enhance productivity or improve processes and procedures so that Company performance goals are met or exceeded• Motivate staff through established incentive programs or ad hoc contests• Establish work schedules to meet Company and client requirementsContact with Others• Have contact with clients and potential clients, customers, licensing bodies, vendors, other third parties, and other Company employees

Operate with a heavy focus on Collection tactics by understanding trends and runing analisys while leading teams of 16 - 22 people. Continuous process improvement, advocating passionately on behalf of our community to influence the overall customer experience setting right expectations.Some tasks are:- Coach and motivate team members to achieve targets and service level agreements by providing immediate feedbacfor improvement and will be a focal point with the Client for implementing broad process changes- Support growth through mentorship for agents and other leaders- Performance Management of the team - Call observing/ quality monitoring and escalations - Client interactions and reporting - Assist team members to ensure service level agreements are adhered to and performance metrics met - Ensure all relevant performance reviews are completed by the required timelines - Conduct disciplinary meetings as required - Ensure regular team huddles and updates are conducted - Monitor and ensure completion of all required CBT training items, internal and external - Responsible for time and attendance tasks including, but not limited to completing all required payroll - information, monitor attendance and ensure time keeping system is updated - Support the Manager and team by participating in client meetings and call calibrations - Support any contests and other initiatives - QA Call reviews (where applicable) - Assist with the recruitment and selection process for new Agents - Other duties as assigned

Area: Risk Management / FraudBuild, operate, scale and improve Community Operations with a heavy focus on solving problems through data analytics and leading teams to deliver stellar outcomes. Continuous process improvement, advocating passionately on behalf of our community to influence the overall customer experience, and managing stakeholder relationships across the larger business to set the right expectations and deliver on them.- Operations Management: Manage a team of 5 team leads and 60 CSRs. Responsible for all the operational kPIs of assigned LOBs- Process improvement: Identify operational and structural weaknesses and help improve existing or develop new processes and driving high compliance- Program/project management: Multi-task, supporting projects across the LOB and be the go to person for many key initiatives within the COE- Problem Solving: Have a knack for solving problems and dealing with with issues in a structured and calm way- Stakeholder management: Engage strategically with stakeholders, city function leads and vendors to influence business goals and priorities, central global teams to improve internal tools and the overall user experience.- People Management: People manager, coaching the team leads and CSRs while building a solid team culture.

front line manager of 20 - 30 associates, I provided coaching, guidance, and mentor-ship to drive achievement of individual and team performance goals. Some other responsibilities include interviewing, training, performance management and employee engagement.Read boards to present data weekly, monthly, quarterly and yearly. Based on data obtained analyze actions plans, trends, behaviors and create new actions to achieve targets

Area: Fraud Department / HandmadeFront line manager of 10 - 22 associates, I provided coaching, guidance, and mentor-ship to drive achievement of individual and team performance goals. Some other responsibilities include interviewing, training, performance management and employee engagement.Read boards to present data weekly, monthly, quarterly and yearly. Based on data obtained analyze actions plans, trends, behaviors and create new actions to achieve targets

front line manager of 10 - 15 associates, I provided coaching, guidance, and mentor-ship to drive achievement of individual and team performance goals. Some other responsibilities include interviewing, training, performance management and employee engagement.Other responsibilities include people development and Stake holder planning reviews to launch products and Monthly business reviews.