Peggy Mcclanahan Email & Phone Number

San Francisco Bay Area

San Francisco, California, United States

Oakland, Ca

- Signature voice of a national brand- Read testing prompts for educational products- National and regional ads- Female, 20s to mid-30s- Recording and editing experience- Demos available upon requesthttp://voice123.com/peggymcclanahan

Oakland, Ca

- Creating a detailed business analysis, outlining problems, opportunities and solutions for the Customer Success business unit- Improving systems by studying current practices; designing modifications- Performing daily, weekly and monthly reviews and analyses of current processes using operational metrics and reports based on analyzing and summarizing information and trends- Constructing workflow charts and diagrams; studying system capabilities; writing specifications- Defining project requirements by identifying project milestones, phases and elements; forming project team; establishing project budget- Understand and communicate the financial and operational impact of any changes- Recommending controls by identifying problems; writing improved procedures and actively participate in the implementation of approved changes- Monitoring project progress by tracking activity; resolving problems; publishing progress reports; recommending actions- Conduct insightful, ad hoc analyses to investigate ongoing or one-time operational issues

Oakland, Ca

- First point of contact for a variety of clients, addressing their support needs, recommending workflows, migrating content, and resolving issues.- Lead regularly-scheduled training webinars for new users to the software suite.- Act as the voice of the client, promoting feature requests and providing context to contribute to priorization for development.- Help lead projects to increase efficiency and effectiveness in processes and procedures.

San Francisco Bay Area

Assess complex, undefined problems facing Client Services, suggest analytical approaches, and independently create reporting, systems infrastructure, and operational process to implement change.Guide and mentor junior team membersIdentify department-specific business needs and proactively develop reports that address those needs. Create reports requested by Client Services and other cross-functional partnersShare findings with cross-departmental leaders.Understand Sephora Client Services core business processes, including all system integrations with Oracle Service Cloud, to implement the optimal CRM workflow configurations for call center operations.Understand and utilize Oracle Service Cloud functions to provide the best options for multi-channel client assistance including real-time updates to auto-responses, standard-text responses, chat responses, templates, and knowledge base articles.Design and implement strategic and tactical projects to support Sephora Client Services strategy by defining, documenting, and aligning user profiles with business functions, creating workspaces, and developing automated workflows, custom fields, and business rule enhancements to business process and requirements.Analyze and offer recommendations for application enhancementsProvide first-line technical support for issues, incident requests, and upgrades related to the Oracle Service Cloud platform. Interpret technical documentation and author or update training documentation.Implement telephony strategyAnalyze agent, department, and telephony reports to identify business insights and summarize findings to Client Service team.Respond to ad hoc inquiries from business partners about contact drivers.Provide data to leadership to deliver key insights into client behavior and recommendations centered around the company's major strategic initiatives.

San Francisco, Ca

· Provide data to leadership to deliver key insights into client behavior and recommendations centered around the company's major strategic initiatives.· Design and produce recurring and ad hoc reports and dashboards to highlight department and individual performance, contact drivers, and opportunities for innovation and greater efficiency· Design and implement strategic and tactical projects to support Sephora Client Services strategy by defining, documenting, and aligning user profiles with business functions, creating workspaces, and developing automated workflows, custom fields, and business rule enhancements to business process and requirements.· Analyze agent, department, and telephony reports to identify business insights and summarize findings to Client Service team.· Understand and utilize Oracle Service Cloud functions to provide the best options for multi-channel client assistance including real-time updates to auto-responses, standard-text responses, chat responses, templates, and knowledge base articles.· Serve as first-line support for incident requests related to the Oracle Service Cloud Platform.· Partner with Sephora IT and Oracle technical support as needed, and provide technical assistance to Sephora Client Services team when required.· Partner with call center vendor and Sephora Client service team to develop telephony reports.· Implement telephony strategy including call routing, call flow, skill assignment, and IVR (Interactive Voice Response) phone tree maintenance.· Lead relationships with Sephora and contact center vendor IT and telecom teams to support all call center technology needs.· Record and edit telephony audio

Oakland, Ca

Partner cross-functionally with Product, Engineering, Quality Assurance and Enterprise Systems teams to build solutions and measure their impact.* Lead projects to add functionality and infrastructure to the software * Scope feature requests for development * Thoroughly document use cases from business stakeholders * Communicate with stakeholders from various departments to assess and address their needs, communicate and provide visibility into solution options, and drive teams to consensus * Articulate the impact of process inefficiencies in order to design holistic, end-to-end solutions leveraging technology * Design and administer UAT sessions; report results to Product Manager and cross-functional teams* Troubleshoot through testing and observation, and analyze needs accurately and logically* Investigate reported bugs and communicate necessary fixes to the developers* Organize data and connect information from a variety of sources for analysis * Partner with Business Process Improvement team to research and develop comprehensive understanding of various Revenue Operation workflows * Identify and measure baseline metrics that will be used to inform prioritization decisions* Support Pandora’s Product Management team on strategic initiatives related to native ads, yield management, and ad delivery* Create and maintain templates in the system utilizing: HTML, JavaScript, Python, JSON, and XML* Assist the Quality Assurance team with the development of feature and regression tests; perform testing activities as needed* Assist in training new team members on systems and procedures* Collaborate with Training and Enablement organizations to plan and deploy effective end-user training and ensure successful change management* Communicate status across departments and to upper management * Maintain and communicate status of internal backlog of feature requests to end users; track and analyze issues for prioritization

* Independently traffic, test, and maintain online, consumer device, and mobile advertising campaigns using DoubleClick’s DFP adserver* Edit custom ads in HTML to include website functionality as well as tracking* Troubleshoot any ad creative issues that affect tracking, implementation, or reporting.* Clearly communicate creative or technical issues to a variety of non-technical and technical audiences* Create reports to monitor campaign delivery and to communicate relevant metrics to account management and ad operations teams* Provide proof of implementation to the account and campaign management teams* Regularly monitor and reconcile campaign delivery across third party ad serving systems via Adjuster, or directly from vendors* Ensure campaigns deliver on pace and in full* Work collaboratively with account managers and ad operations to recommend campaign modifications, leveraging understanding of advertiser and product performance.* Assisting in hiring and training of new traffickers* Ownership of an average of 80 campaigns at any time* Overseeing relationship with outsource vendor* Led 30% increase in business from entertainment vertical clients by providing white glove support.

* Use advertising delivery applications to strategically manage and administer all creative and tracking assets * Ensure that online advertising campaigns are implemented in a accurate and timely manner * Work closely with all relevant parties on campaign creation and delivery across TACODA's Audience Network * work with animated graphics, 3rd party advertising tags, and HTML ad creative * Troubleshoot any ad creative issues that affect tracking, implementation, or reporting * Maintain ongoing liaison with clients, advertisers, 3rd party vendors, and internal departments, to ensure campaign goals and objectives are satisfied * Designated as the primary point of contact for all online advertising technical issues and questions * Provide strategic analysis and insight on campaign delivery and management * Provide customer service support for advertisers, agencies, publishers, and associated internal teams

Work as a member of a team with two regional sales managers to ensure proper implementation and delivery of advertising campaigns Communicate daily with clients and ad agencies regarding campaign Assure that all ad materials are in by deadline while coordinating with all depts, e.g., traffic, production, credit Manage territory forecasting process via CRM database Perform advertising research and reporting on competitor websites Assist sales reps with proposals Maintain/evaluate performance/delivery of ad campaigns and proactively communication with advertisers

Worked as a liaison between the Media Team and partner sites to secure invoice approval and payment Created Reconciliation reports on all campaigns, matching final delivery reports to invoices, and working out discrepancies with partner websites, ensured that all client deliverables accuracy and timeliness Entered Accounts Payable and Expense reports

A/P, A/R, invoicing, collections. coordinated employee benefits, payroll Licensed production music from stock libraries, created quotes for clients. Assisted studio manager in bookings, uploading, and trafficking of radio spots Worked closely with the CEO Receptionist duties including answering phones, greeting visitors

Ongoing Education, Writing, Graphic Design, Computer Programming

Applied Business Process and Systems Analysis Python Programming course Post-Baccalaureate Certificate Program in Writing

Bachelor Of Arts, Radio And Television

Communication

Activities and Societies: University of Miami Band of the Hour Marching Band. Honor Program Completed Freshman Year, and then transferred.