• Managed 7 queues for Level 2 production support incoming tickets. Analyzed tickets and fixed over 60%, the rest were recommended for an upcoming release.• Participated or led cross functional teams during crisis situations (P1s and fire drills).• Responsible for ownership of operational issues and performed both short-term resolution, and development of preventive measures for the longer term.• Monitored performance metrics of web applications and communicated deviation from SLA to stakeholders.• Led prioritization of production release tickets for 7 queues and distributed tickets to the appropriate Level 3 support queues.• Managed stakeholder expectations for releases, and ensured frequent communication to stakeholders throughout the Sprint. Had business validate all resolutions completed were satisfactory before ticket closure.• Coached/mentored technical and non-technical staff in the business use of applications.• Managed tickets throughout the release lifecycle process in Service Now and Jira and coordinated ticket management process across multiple applications and/or queues.• Trusted to complete credit card key encryption for entire company in EVS1 system each year. Helped company achieve PCI & Sox Compliance.• Trained new employees on the Level 2 Production Support Administrator role and all relevant systems used for Production Support.• Created, developed, and tracked solutions to application errors reported.

• Updated and maintained all schedules and information for call center agents in core groups in IEX system. • Kept schedules up to date and current so all reports, such as adherence and coverage, were as accurate as possible. • Scheduled and communicated training, and all other off phone activities for all sites. Supplied ad hoc reporting as needed. • Ensured that all exceptions were entered properly and timely. Researched and reported on discrepancies submitted by Operations. • Assisted in bids for new schedules, holidays, and PTO. Responsible for the creation of bid packets, as well as documentation and entry of new schedules in IEX system. • Acted as Reporting Analyst Back-up.

• Ran reports in workforce management software system (IEX) to be passed out to management, determining percentage of how well counselors adhered to schedules. • Maintained and modified a database that tracked attrition over two sites and status of all employees on a weekly basis. • Scheduled bi-weekly training and bi-weekly team meetings for 200 employees throughout various sites. • Determined agent coverage for multiple sites using forecast of absenteeism, calls expected, agent handle time, and calls handled.

• Monitored call volume of inbound traffic and distributed calls based on staff availability. • Setup and monitored out-calling programs for agents to contact members using Davox programs. • Input reference data and populate reports to be used for capacity planning. Trained new employees on all aspects of operations. • Monitored sites in Indianapolis, IN; Ft. Lauderdale, FL; St. John, New Brunswick, Canada; Cork, Ireland; and Manila, Philippines simultaneously.