Raphaela Silverio Email & Phone Number

Orlando, Fl, Us

Orlando, Fl, Us

Orlando, Florida, United States

United States

Greater Orlando

Greater New York City Area

• Developed Optimization Framework for Self Service and App Store Support Channels, Defined metrics for KPI, measured and tracked success through Jira tickets and dashboards to optimize the digital self-help support channel and improve content of KB articles • Lead weekly App & Self-Service Calibration Success meetings, prepare weekly metrics, top themes/tends reports for weekly read out track the updates and new KB/ST workflow in Jira• Manage the Daily News Intradium program to keep the Call Center/Agents and SME’s notified of releases, bugs and trending topics• Participate in quarterly planning using a lean scaled agile methodology. Creating Epic, Features, user stories, setting priority level, story pointing and coordinating sprints/retros • Coordinate, track and advance key CES projects, including maintaining effective communications with cross-departmental teams using slack, preparing supporting documentation/presentations and facilitating pre-/post-meeting action items• Facilitate timely and thoughtful communication, escalation and resolution of sensitive support issues, on behalf of the CES team • Establish framework and program process docs using Google suite and confluence • Maintaining Release & Programming Calendar and gathering requirements for key Partner, programming and product releases• Help monitor, track, compile and communicate performance of key CES operational metrics, incident reports, KPIs, goals and other relevant benchmarks to drive ongoing improvement• Participate in crafting and implementing a plan for indoctrinating the support teams on HBO’s tone of voice and standards of excellence• Zoom-out’ from individual support issues to recognize patterns and share opportunities for improvement with the CES Team and larger Digital Products organization• Continue to develop subject matter expertise in streaming products and support best practices• Help develop business cases and contribute to the roadmap

Greater New York City Area

Home Box Office, New York, NY February 2017 - PresentExecutive Assistant to the VP, Digital Products Operations• Provide administrative support to VP as requested. Specific responsibilities include answering phones, making travel arrangements, calendar management, processing monthly expense reports• Serve as liaison between VP and her team, internal HBO clients, and partner affiliates, as well as our sister office in Seattle• Assist in planning and execution of department events such as PI Planning, Town Hall, Workshops and Morale Events• Coordinate seating for the floor, moves, conference rooms, constructions and change requests• Process new hire tenant forms, assist with onboarding and traveling tenants• Assist with interviewing and hiring process• Responsible for creating and updating HBO NOW/GO VIP accounts• Develop and maintain key relationships within the department and cross functional teams • Regular interaction with HBO executives• Understanding and navigating HBO’s corporate culture to accomplish objectivesHome Box Office, New York, NY Nov. 2016 – February 2017Administrative Support (Contract Employment)