• Led client meetings to drive business growth, managing client relationships and overseeing project delivery.• Introduced and trained team on AI tools, increasing developer output by 50%.• Helped account managers leverage AI tools for more efficient sales, communications, issue analysis, and resolution.• Managed multiple concurrent projects by leveraging AI tools as my assistant PM, leading to increased team and customer satisfaction.

• Provided front-line production support and systems analysis• Assisted with project work, client meetings, and QA for product releases.• Analyzed, updated, and documented processes to ensure efficiency and effectiveness.

As the production support Team Lead, I assisted in hiring and training a team of 9. Reviewed, refined, documented, and enforced processes and procedures; liaised with the Tier 1 technical support desk to resolve escalated and sensitive issues. Reviewed, developed, and tested SQL scripts.Resolved complex support tickets by writing, testing, executing SQL queries, and coordinating team workflows and processes.● Reduced the number of support tickets that fell outside service level agreements (SLAs) by 30% by fostering increased collaboration and communication between tier I and tier II support to leverage accumulated knowledge.● Successfully resolved complex support tickets by writing, testing, executing SQL queries, and coordinating team workflows and processes.

Established and coordinated a diverse team of technicians to support local community events, political rallies, and marches.● Scheduled multiple crews of volunteer sound technicians and equipment while maintaining a shared calendar of rallies and community events, providing transparency across multiple organizations.● Procured thousands in funding for sound equipment and overhead expenses like fuel by setting up payment portals for and collaborating with organizations.

A passion for art and giving people joy with it was the driving factor for starting this business.● Company Setup, wholesale contracts with international vendors, importing and customs process, logistics, booked events, established product distribution outlets. ● Successfully developed a regional fashion and entertainment distribution network by building a logistics and distribution plan that connected three international vendors, US customs, and dozens of distribution locations.● Managed hundreds of music and art events, ranging from small retail shows to large-scale music festivals, by coordinating logistics, including writing, negotiating, and approving contracts with artists, venues, and vendors.

Production support for Wealth Investment Management line of business troubleshooting data imports and applications.● Designed an Excel database to track all automated process inputs and outputs by analyzing SSIS packages and Fiserv systems and documenting the results, leading to mentoring coworkers on its usage and reducing the time to complete support tickets by 20%.● Achieved a 97% completion rate within SLA by ensuring issue documentation and follow-up to redundant research on the application support desk.

Met with clients to intake requirements, configured software to specifications, and debugged software issues.● Built an intuitive, web-based reporting application empowering customers to create reports without SQL knowledge.● Worked on production support tickets, ensuring SLAs were met 95% of the time.

Ran ad-hoc reports for the management team, analyzed daily call center data, produced call lists, KPIs, and metric reports, and trouble-shot data errors in systems and reports.● Addressed inaccuracies in call center KPIs, ensuring fairer bonuses and awards by analyzing call center metrics.● Analyzed call center data to ensure 98% reporting accuracy, reducing redundant calls and increasing customer satisfaction by 9% year over year.

● Used empathetic telecommunication skills to become one of the top collectors in the department. Eventually, moved into the role of Relationship Manager and received numerous customer compliments regards to service.● Analyzed metrics around call center functions to determine when and where users were circumventing process and protocol to ensure fairness in user rankings, bonuses, and awards.

● Supervised 20-40 associates in the course of a day to ensure efficient frontend operations and employee satisfaction.● Facilitate customer and associate interactions, providing customer service/assistance to ensure high customer satisfaction and efficient issue resolution.● Entrusted to ensure the training growth/development of associates as well interview potential new associates.