Shane Monaco Email & Phone Number

Philadelphia, Pennsylvania, United States

• Manage configuration and provide expert technical advice and counsel in the design of the HR Service Delivery Zendesk system which improves the employee experience by 20% for agents and employees.
• Project managed and implemented over 30 support workflows to HR functional teams that included Bot automations, Chat Widget, and SMS functionalities. Including a successful migration of the CRM tool to a new HRIS.
• Developed over 50 enhancements such as website modals, banners, and content deflection to improve on the self-service aspects of the CRM system by 30%.
• Responsible for aspects of office automation and system administration support including systems software, system performance, security, and system network integration.
• Nurtured ongoing relationships with system vendors and worked to minimize outages and issues.
• Lead the technical change management and governance process for the HR Service Delivery team. Prioritize change requirements and ensure rollout of changes with teams is in accordance with SDLC practices.

Greater Philadelphia Area

• Provide expert technical advice and counsel in the design of a CRM (Zendesk) system, a platform that supports various entities of the HR Organization.
• Gather and prioritize change requirements for the CRM system.
• Manage the internal testing and rollout of changes with internal teams.
• Utilize analytics to improve ticket deflection and agent productivity.
• Perform hands-on implementation of day-to-day changes in the areas of customizing fields, knowledge base content and use of macros.
• Access, create and edit business rules (automations, SLA service targets, triggers and views).

Philadelphia, Pennsylvania

• Administered sale compensation and commissions program for Comcast Business Sales executives, based on revenue from clients including Dollar General, KFC, McDonalds, Taco Bell, and Dunkin Donuts.
• Performed system configuration of commissions system which generated commissions from data of several source systems, including Salesforce. Commissions incentivized sales of about $40 million in monthly revenue to.
• Supported data analysis, planning, automation, and design of new and existing business processes that span multiple areas of the organization.
• Provided Headquarters and regional customer support for a compensation system that pays out $6 million in sales compensation to 3,500 sales representatives monthly.

Philadelphia, Pennsylvania

Philadelphia

Greater Philadelphia Area

• AppStart Learning was an Early Learning start-up company started by a group of entrepreneurs who wanted to bring a new and fun way to learn to children between the ages if 1 and 3. We utilized both Toy and Application.
• Aided in the development of the iLearn N’ Play brand and product launch through product promotion, financial forecasting, and data analysis
• Oversaw packaging and managed product descriptions with the product developers
• Coordinated a tariff schedule for products to be exported domestically and internationally
• Structured and controlled the iLearn N’ Play Social Media tools and website

Greater Philadelphia Area

• Analyzed and reconciled data from ~20,000 improperly processed meters through data valuation and customer support.
• Researched and fulfilled compliance criteria established by the Public Utility Commission (PUC).
• Created standardized job aids to provide process improvement to the Revenue Protection Back Office Process, improving cycle time by 20 hours a week.

New Town, PA

• Provided customer and employee technical support for the following channels: LSAC website, E-Mail, phone, and hands-on mediums.
• Conducted quality assurance of the LSAT Test tool which is distributed to 150,000 potential law school students annually.
• Created a Microsoft Certification Process application program which allowed for employees to become certified.

M.S. In Information Science, Computer And Information Sciences, General

Bachelor Of Science (Bs), Finance & Marketing