• Collaborate with HCM and IT leaders in organizations across North America to identify areas of improvement in HCM processes• Understand the latest innovations in HCM technology and help customers leverage that technology in order to streamline and transform their business processes to better align with modern best practices• Offer Oracle HCM SaaS solutions for every step of the employee lifecycle from pre-hire to retire, including talent acquisition, talent management, career development, succession planning, goal management, compensation, learning, and more• Work as a dedicated trusted adviser to the customer, understanding true business needs to deliver solutions that provide value

• Managed team of about 12 Customer Service Specialists• Prioritized workflow queues and assigned daily roles to each Specialist• Monitored Specialists’ interactions with customers; administered weekly performance reviews• Investigated technical issues, solved and escalated red alert issues• Increased customer retention and resolved customer complaints• Presented monthly department meetings

• Made outbound calls to restaurant clients and customers to ensure customer data entry accuracy and to correct order discrepancies• Answered inbound customer calls and inbound restaurant calls, resolved complaints and errors• Actively maintained restaurant menu accuracy and corresponding website menu abilities• Identified and reported recurring technical and operational issues to department supervisors

• Worked for world-renowned neuroscientist Dr. Richard Davidson in the Waisman Center's Laboratory for Affective Neuroscience• State-of-the-art facility using advanced brain-imaging technologies to tackle complex neurological disorders and diseases• Assisted in designing, writing, organizing, and conducting an innovative research study on complex brain mechanisms involved in regulating emotion