*Led business side of critical global migration project from Oracle Service Cloud to Salesforce Service under very tight time and budget constraints.*Championed design and development of unified agent desktop to bring the right information to the right agent at the right time, facilitating faster, more efficient call resolutions.*Product owner for Care Tech stack, including Salesforce, Oracle, and 1st party tools

*Took ownership of global Oracle Service Cloud CRM instance on second week.

• Managed the administration and maintenance of Zendesk CRM including automations, triggers, reporting, and user management• Managed the review, analysis, and selection of a multi-channel chat technology in support of real time customer engagement and communication

• Responsible for delivery of CS Platform work on-time and of quality• Responsible for providing communication to other managers and leadership team as to CS Platform Roadmap, Status, and Goals• Responsible for growing CS Platform team to include Ruby and PHP Developers to better support internal development

Additional responsibilities included:• Mentoring and training junior administrators• Advising management on best practices/policies for CRM use• Optimizing and guiding work distribution

• Responsible for day to day management of the Oracle/RightNow CRM system• Managed integration of telecom vendor (NXP) and Oracle/RightNow to route incoming tickets via NXP's routing engine• Provided real-time reporting during high visibility Beta tests• Assisted Analytics department with training and advice on Oracle/RightNow database structure and reporting• Administrator for corporate JIRA and Confluence

• Responsible for day-to-day management of the Oracle/RightNow CRM system, including configuration, user assistance, and analytics.• Responsible for leading long-term planning and development of CRM system use in Customer Service• Implemented Customer Portal Redesign project, partnering with in-house web development to provide a more on-brand and effective customer experience.

Led implementation of RightNow CRM platform, including user interfaces, business processes, reports and analytics and data structures.Managed the application on both a daily basis and for long term projects. On-boarded other business units to the platform, training site administrators, managers and users.

Started as a data entry temporary employee, before graduating to Phone Customer Service, then Email Customer Service, then Email Team Lead.