Digital Experience Management and Endpoint Management

Digital Experience Management, Endpoint Management & Device Lifecycle

Performance and continuous improvement manager working with cross-functional business partners to deliver measurable and sustainable processes that elevate the customer and Partner experience. Responsible for developing and maintaining organizational key performance indicators.

Translated operational business goals into actionable projects to be digested by finance, technology, and Shared Services teams. Developed and maintained relationships with cross-functional business partners. Built and managed the program for the Shared Services technology project intake portfolio supporting contact center agent readiness.

Cross functionally designed, implemented, and improved new/existing processes for the Starbucks Contact Centers, Starbucks Business Operations, and external business partners. Utilized Lean, Six Sigma, and continuous improvement strategies as a consultant on projects and processes. Provided technical documents to communicate processes effectively.

Worked with a team of 8 analysts to identify major technical problems and help develop solutions for future troubleshooting. Provided Tier 1 analysts with a support line to give guidance on more complex technical issues. Applied analytical skills to troubleshoot a variety of matters escalated from multiple different technology teams.

Tier 1 analyst at the Starbucks Technology Service Desk responsible for diagnosing, documenting, and leading partners to resolution regarding technical issues.

Managed volunteers and was responsible for leading music for the congregation weekly. Responsible for the instruction and the growth of the church’s musical abilities. Attended staff meetings and helped guide the musical direction of the church.

Managed volunteers and was responsible for leading music for the congregation weekly. Responsible for the instruction and the growth of the church’s musical abilities. Attended staff meetings and helped guide the musical direction of the church.

Led a team of 4 to develop sales strategies, achieve sales goals, and complete clothing retail tasks. Gained responsibility for the stock team and used LEAN methodologies to increase efficiencies.

Part of the team that opened a store for an emerging brand in a new market that eventually sold to a competing retailer. Managed and developed a staff of 6 employees to engage the community and helped build a brand that was desirable to the customer base.

Worked in fast-paced retail environment providing customers with entertainment that met their specific interests.