Ruby Sherman Savino (She/Her) Email & Phone Number

San Diego, California, United States

Leading Service Delivery for Intuit's Expert Network team, focusing on TurboTax Live services. Dedicated to creating an environment where tax professionals can deliver exceptional customer experiences.

San Diego County, California, United States

San Diego County, California, United States

Workforce Technology People Leader• Focus on talent development for frontline technicians to develop career plans for growth• Serve as a mentor for developing leadersWorkforce Technology Care Leader• Manage operations & develop process improvement for corporate global hybrid multi-channel support. • Oversee operations for Live Expert support.• ServiceNow superuser/product manager for workforce technology care team.• Amazon Connect Contact Center Portal Administrator• Develop & maintain a complex schedule for the global support workforce based on contact volume trend data.• Certified Knowledge-Centered Support (KCS) Program Manager• Care Launch Program ManagerWorkforce Technology Care Strategic Leader• Develop & execute multi-year care self-help and education transformation• Drive virtual agent & community support experimentation & service delivery• Drive program reviews for self-help, contact driver deflection & elimination, proactive support, & high touch live support.• Collaborate with engineering partners to deliver data-driven insights to eliminate contact drivers via self-help/education and tool development

San Diego, California, United States

Workforce Technology People Leader• Focus on talent development for frontline technicians to develop career plans for growth• Serve as a mentor for developing leadersWorkforce Technology Care Leader• Manage & oversee operations for corporate Global Service Desk via multi-channel support • Built out new team, operations model for Live Expert support and oversee Expert Service Desk.• Manage team to metrics (ServiceNow, AmazonConnnect)• ServiceNow superuser/product manager for workforce technology care team.• Amazon Connect Contact Center Portal Administrator: Build and monitor dashboards, manage routing profiles, and user administration.• Maintain complex schedule for all 3 Service Desk channels based on contact volume trend data.• Perform contact quality coaching sessions for employee growth and to maintain high service quality standards across the team. • Certified Knowledge-Centered Support (KCS) coach and author.• Manage Service Desk service/tool on-boarding and roll-out.• Hire & train incoming Service Desk Analysts.• Build front-line support training modules via Workramp to support universal care modelWorkforce Technology Care Self-Help & Education Strategic Leader• Developed multi-year care self-help and education strategy• Drive virtual agent & community support experimentation & service delivery• Collaborate with engineering partners to deliver data-driven insights to eliminate contact drivers via self-help/education and tool development

San Francisco Bay Area

• Manage 3 channels of Service Desk: phone, web, and chat. Daily Volume averaged 200(non-peak) 350 (peak) contacts per day.• Manage team to metrics (Business Objects, Service Now, & Interactive Intelligence (ININ) Suite, Numerify).• Service Now super user/product manager for Service Desk team.• ININ Administrator (call center software): Monitor call levels, and coach team during calls as needed.• Maintain complex schedule for all 3 Service Desk channels based on contact volume trend data.• Perform contact quality coaching sessions for employee growth and to maintain high service quality standards across the team. The Net Promoter Score for the Service Desk is 97+.• Certified Knowledge Centered Support (KCS) coach and author.• Manage Service Desk service on-boarding and roll-out.• Hire and train incoming Service Desk Analysts.• Develop strategy to shift from siloed support to universal care model• Build front-line support training module to support universal care model

San Francisco Bay Area

• Manage 3 channels of Service Desk: phone, web, and chat. Daily Volume averaged 500-600 contacts per day.• Manage team to metrics (Business Objects, Service Now, & Interactive Intelligence (ININ) Suite).• Service Now super user/product manager for Service Desk team.• ININ Administrator (call center software): Monitor call levels, and coach team during calls as needed.• Maintain complex schedule for all 3 Service Desk channels based on contact volume trend data.• Perform contact quality coaching sessions for employee growth and to maintain high service quality standards across the team. The Net Promoter Score for the Service Desk is 97+.• Certified Knowledge Centered Support (KCS) coach and author.• Manage Service Desk service on-boarding and roll-out.• Hire and train incoming Service Desk Analysts.

San Francisco, Ca

• Manage 3 channels of Service Desk: phone, web, and chat. Daily Volume averaged 500-600 contacts per day.• Manage team to metrics (Business Objects, Service Now, & Interactive Intelligence (ININ) Suite).• Service Now super user/product manager for Service Desk team.• ININ Administrator (call center software): Monitor call levels, and coach team during calls as needed.• Maintain complex schedule for all 3 Service Desk channels based on contact volume trend data.• Perform contact quality coaching sessions for employee growth and to maintain high service quality standards across the team. The Net Promoter Score for the Service Desk is 97+.• Certified Knowledge Centered Support (KCS) coach and author.• Manage Service Desk service on-boarding and roll-out.• Hire and train incoming Service Desk Analysts.

San Francisco Bay Area

4Th St Corp Club

Second ranking officer of Club. Plans and directs club programs that meet the educational needs of the Club members. Plans and publishes regular schedules of meeting assignments. Keeps track of member's progress towards goals. Serves as one of the Club’s representatives on Area and District Councils.

4Th St Corp Club

I founded a corp club that is based in District 4 - San Francisco and includes partnered sites in San Diego, Mountain View, Tucson, & Remote

4Th St Corp Club

The President presides at meetings of the Club, has general supervision of the operations of the Club. Serves as one of the Club’s representatives on Area and District Councils.

4Th St Corp Club

The Secretary is responsible for Club records and correspondence. Maintains the club roster. Has custody of the Club’s charter, Constitution, Bylaws, and all other records and documents of the club. Keeps an accurate record of the meetings and activities of the Club.

4Th St Corp Club

The Treasurer is responsible for Club financial policies, procedures and controls. Collects dues and pays dues to Toastmasters International, and maintains records. Makes financial reports to the Club at least quarterly. Receives and disburses, with approval of the Club, all Club funds.

San Francisco Bay Area

• Maintain all customer service levels and quality assurance standards.• Work side-by-side with the Executive Director of Admissions OperationsSupport in attending to and covering departmental needs.• Monitor and document quality assurance for all Academy vendors that Admissions and Customer Service works with.• Assist the Customer Service Supervisor and Executive director in regularly evaluating departmental processes and procedures and implementing immediate adjustments with the goal of optimization.• Assist in training newly hired individuals on PeopleSoft, Salesforce, Cisco, Five9, phone call handling guidelines and expectations, and all other departmental resources.• Document and maintain ‘how-to’ documents for departmental functions.• Invoice and purchase order processing.• University email inbox management.

San Francisco Bay Area

• Provided frontline customer technical support at the Genius Bar, consisting of hardware/software troubleshooting, diagnosis, and repair.• Juggled customer and product issues with a genuine sense of urgency.• Provided personal training to clients and utilized skills to adjust teaching style to best meet the needs of the individual.• Trained employees on the process of data migration and software installations.

Hempstead, Ny

• Provided support through a variety of channels to University faculty, which consisted of hardware troubleshooting and diagnosis.• Provided dispatch service for on-site technical support.

B.A., Psychology

Fine/Studio Arts, General

Study Abroad