Supported engagements within the firm’s Global Mobility Services practice through the creation of data analytics solutions using Power BI and Alteryx.Created standardized templates for Data Analytics projects and maintained on an ongoing basis to implement time-saving features to streamline D&A group implementation.Developed further enhancements to the firm's existing Business Travel Data Analytics and Exposure Analysis program to continue to drive business into the GMS BT… Show more Supported engagements within the firm’s Global Mobility Services practice through the creation of data analytics solutions using Power BI and Alteryx.Created standardized templates for Data Analytics projects and maintained on an ongoing basis to implement time-saving features to streamline D&A group implementation.Developed further enhancements to the firm's existing Business Travel Data Analytics and Exposure Analysis program to continue to drive business into the GMS BT arena.Designed and facilitated training for the GMS Tax Practice in the area of Data Analytics, Data Visualization Design, and best practices for Power BI Desktop. Show less

Supported engagements within the firm’s Global Mobility Services practice through the creation of data analytics solutions using Alteryx and Power BI. Contributed to multiple projects across the firm, including a rework of the firm’s Section 280G calculator, mass extraction of tax data from PDFs, and reconciliation of data for a client’s employee retention loans.Presented on Alteryx topics to the GMS practice's DigitalNow upskilling pilot program and was named an Alteryx Champion for… Show more Supported engagements within the firm’s Global Mobility Services practice through the creation of data analytics solutions using Alteryx and Power BI. Contributed to multiple projects across the firm, including a rework of the firm’s Section 280G calculator, mass extraction of tax data from PDFs, and reconciliation of data for a client’s employee retention loans.Presented on Alteryx topics to the GMS practice's DigitalNow upskilling pilot program and was named an Alteryx Champion for the Tax practice.Developed enhancements to the firm’s existing Business Travel Data Analytics and Exposure Analysis program to continue to drive business into the GMS BT arena.Served as one of the senior representatives of a service center providing support to executives of a client firm of KPMG in a program designed to enhance compliance with tax regulations affected by business travel. Supported a web-based application and answered general tax and program questions via inbound phone calls and emails.Led several special projects important to improving team operations, including rewrites of all scripted materials and ongoing development of knowledge resources. Designed work processes for the service center based on program management feedback.Developed statistical reports to assist the service center manager in providing feedback and coaching to service center representatives.Developed and analyzed reporting metrics on call center trends, including multichannel contact volumes, call activity patterns, historical data analysis, and agent performance in order to identify areas of improvement and suggest measures that improve service levels and achieve team objectives. Improved reporting processes through the use of Alteryx workflows. Show less

Contractor with GTN Technical Staffing for KPMG.Provided generalist support to executives of a client firm of KPMG in a program designed to enhance compliance with tax regulations affected by business travel. Supported a web-based application and answered general tax and program questions via inbound phone calls and emails.Assisted with the development of group documentation and processes, working with tax and technical process owners.

Contractor with CoreStaff for Ericsson Global Services.Processed requests for replacement hardware. Researched and responded to inquiries of order status from internal and external customers. Resolved part selection and shipping issues to facilitate timely delivery of parts to meet requirements of contracts and service metrics.Maintained group documentation and processes, working with process owners and other external customers to ensure accurate compliance within Order… Show more Contractor with CoreStaff for Ericsson Global Services.Processed requests for replacement hardware. Researched and responded to inquiries of order status from internal and external customers. Resolved part selection and shipping issues to facilitate timely delivery of parts to meet requirements of contracts and service metrics.Maintained group documentation and processes, working with process owners and other external customers to ensure accurate compliance within Order Management.As a special project, developed a tool using InfoPath to guide Customer Service Representatives through customer-specific procedures and ensure consistent execution and documentation for Hardware Services for North and South America. Developed reports to allow management to review data captured by this tool and offered suggestions based on reported trends. Worked with management to develop and deploy this tool globally for use by Ericsson's other Hardware Services offices.Prepared Order Management Group documentation for transition from Ericsson's Plano, TX office to operations in El Salvador. Show less

Placed outbound calls to consumers to conduct surveys on behalf of healthcare industry clients. Recorded responses in accordance to survey requirements, switching between different surveys through the day at the direction of production staff. Handled survey data in compliance with HIPPA requirements.

Received and processed incoming evidence, generating laboratory work orders for client analytical requests. Handled Chain of Custody and Evidence Transmittal documents in accordance with ASCLD/LAB, local laboratory, and other industry standards. Ensured the proper handling and storage of evidence received at the laboratory.Monitored front reception and controlled access to secure laboratory areas. Answered telephone calls from clients and vendors, handling customer service issues and… Show more Received and processed incoming evidence, generating laboratory work orders for client analytical requests. Handled Chain of Custody and Evidence Transmittal documents in accordance with ASCLD/LAB, local laboratory, and other industry standards. Ensured the proper handling and storage of evidence received at the laboratory.Monitored front reception and controlled access to secure laboratory areas. Answered telephone calls from clients and vendors, handling customer service issues and routing to administrative departments and consultants as needed.Improved case initiation processes, reducing certain "routine" errors by 96%. Optimized processes in Laboratory Information Management System resulting in a time savings of 4 hours per year.From September 2011, served as the lead for Evidence Receiving, supervising and training other lab personnel. Became full supervisor for Evidence Receiving in September 2012. Show less

Supported the operations of a centralized scheduling department and a Director-level position. Duties included maintaining a SharePoint site & central repository of physician data for assisting scheduling operations, generation of monthly data for reporting to University leadership, and routine ordering of equipment and supplies for department use.Major accomplishment was the implementation of a SharePoint site to coordinate communication between scheduling staff as they guided… Show more Supported the operations of a centralized scheduling department and a Director-level position. Duties included maintaining a SharePoint site & central repository of physician data for assisting scheduling operations, generation of monthly data for reporting to University leadership, and routine ordering of equipment and supplies for department use.Major accomplishment was the implementation of a SharePoint site to coordinate communication between scheduling staff as they guided patients through the process of establishing new patient care at University clinics. This SharePoint site also powered a knowledge-base of complaints seen by physicians used by non-medical staff to determine appropriate physicians for individual patient requests.Handled general office duties, including ordering equipment and supplies for department use. Performed troubleshooting steps on office equipment and computers before escalating to help desk and/or vendors. Show less

Served as RadioShack’s subject-matter expert for HP’s System Insight Manager product (HP SIM).Developed and implemented a process for keeping HP Management software and firmware installed on NT servers up-to-date with releases from HP.Triaged server health events for action by appropriate teams.

Supported Corporate Telecommunications objectives, administration of Avaya telecommunications systems, and installation/maintenance of phones located at RadioShack’s corporate campus.Developed Interactive Voice Response applications for internal company use.Key project was the creation of an application to handle certain overflow calls from stores on behalf of the RadioShack Operations Center/NOC.Secondary project was the troubleshooting of failed remote stations used by… Show more Supported Corporate Telecommunications objectives, administration of Avaya telecommunications systems, and installation/maintenance of phones located at RadioShack’s corporate campus.Developed Interactive Voice Response applications for internal company use.Key project was the creation of an application to handle certain overflow calls from stores on behalf of the RadioShack Operations Center/NOC.Secondary project was the troubleshooting of failed remote stations used by District Administrators to receive customer service calls. Show less

Support of District Office (serving 44 stores) and Stores' operations, including compilation of reports & processing of paperwork for District Manager.Handled customer service issues directed to the District Office by stores and corporate teams.Supported District and Area operations by improving spreadsheet templates to reduce workload for District Managers and District Administrators.Frequently served as a supervisory point-of-contact over the district's stores while… Show more Support of District Office (serving 44 stores) and Stores' operations, including compilation of reports & processing of paperwork for District Manager.Handled customer service issues directed to the District Office by stores and corporate teams.Supported District and Area operations by improving spreadsheet templates to reduce workload for District Managers and District Administrators.Frequently served as a supervisory point-of-contact over the district's stores while District Manager was out-of-office performing individual store visits. Show less

Produced and directed technical aspects of worship services and special events. Produced media to reinforce service elements with minor supervision from Senior Minister.Performed reception duties on days when part-time church secretary was not in the office.

Produced and directed technical aspects of worship services and special events.Responsible for developing a yearly budget for operating department. Recruited, trained, and scheduled volunteers to run equipment during worship services.In 2002, designed, proposed, and executed $32,000 system upgrade, including the addition of projected media to worship services, coming in under budget.Volunteered as needed to assist church secretary with mailings and phones as needs of… Show more Produced and directed technical aspects of worship services and special events.Responsible for developing a yearly budget for operating department. Recruited, trained, and scheduled volunteers to run equipment during worship services.In 2002, designed, proposed, and executed $32,000 system upgrade, including the addition of projected media to worship services, coming in under budget.Volunteered as needed to assist church secretary with mailings and phones as needs of the church demanded. Show less