Talia Pate Email & Phone Number

As the Associate Director of Services Retention, I bring strategic leadership, performance measurement expertise, and a commitment to driving customer loyalty. My contributions include:1. Strategic Leadership & Planning:Collaborate with the Director to develop and implement 3-6 month plans supporting retention targets. Identify key performance indicators (KPIs) and lead projects enhancing behaviors tied to KPIs. For example, I engage in scoping projects based on insights from various sources to improve service retention.2. In one quarter, improved retention from 55% to 90%. Although this was atypical, I was able to identify the root cause and work with leadership to shift focus and turn sales around. Performance Measurement and Reporting:Establish performance criteria for individual contributors, enabling effective assessment and support. Develop monitoring systems to track the effectiveness of training initiatives and the impact of projects on performance. 3. Operations and Change Management:Lead planning, implementation, and rollout of department changes and new roles aligned with the company's strategic plan. 4. Training & Curriculum Development:Design and execute effective training programs based on adult learning principles to enhance the performance of individual contributors.

Monitored employer services contractors’ performance, centers and programs’ goals according to their respective contracts and statements of work (SOWs). Provided technical assistance and guidance to the service providers and vendors contracted with the CareerSource NCFL Board of Directors. Reported contractors’ progress, deficits, recommended actions to CareerSource NCFL Board of Directors.Chief liaison for internal and external communications in coordination with the CSNCFL Executive Director, ensuring all communications comply with Florida’s Sunshine Laws. Drafted, reviewed and approved procedural improvements and participated in development of administrative policy for employer services delivery, analyzed impact of new operating procedures and/or laws, rules and regulations.Strategically developed relationships with community partners to provide a lattice of supportive services for job seekers seeking self-sufficiency ensuring the availability of a trained and trainable workforce for the employers of Alachua and Bradford Counties.

Monitored employer services contractors’ performance, centers and programs’ goals according to their respective contracts and statements of work (SOWs). Provided technical assistance and guidance to the service providers and vendors contracted with the CareerSource NCFL Board of Directors. Reported contractors’ progress, deficits, recommended actions to CareerSource NCFL Board of Directors.Chief liaison for internal and external communications in coordination with the CSNCFL Executive Director, ensuring all communications comply with Florida’s Sunshine Laws. Drafted, reviewed and approved procedural improvements and participated in development of administrative policy for employer services delivery, analyzed impact of new operating procedures and/or laws, rules and regulations.Strategically developed relationships with community partners to provide a lattice of supportive services for job seekers seeking self-sufficiency ensuring the availability of a trained and trainable workforce for the employers of Alachua and Bradford Counties.

Gainesville, Florida Area

http://GetAdmiral.comAdmiral is the industry’s most advanced analytics and revenue recovery platform. Our company's proprietary technology is built to help premium digital publishers measure their adblocking problem, engage users to improve ad quality, and automatically recover lost revenue.SpecialtiesAnti-adblock software, Ad Revenue Recovery, Adblock Analytics, and CRMHeadquartersGainesville, Florida Company Size11-50 employees IndustryMarketing and Advertising Founded2015 TypePrivately Held

Gainesville, Florida Area

• Monitored audience analytics for social media channels• Created and scheduled engaging social media content • Created original graphics for social media channels• Performed research into clients’ industries and provide actionable tips and advice for expanding their reach in the digital space • Developed content calendar on a weekly and monthly basis for social media channels • Developed new social media campaign based on analytics

Peoria, Illinois Area

Quality Assurance Analyst• Customer facing global operations analyst for a Fortune 500 material handling customer, $10M+/year, 70K inbound contacts/month• Service profile consisted of 24 x 7 global service desk operations in English (US, EMEA, AP), French, German, Italian, Portuguese, Spanish, and Mandarin; 12 x 5 Account Management, Knowledgebase Management, Voice Services, and Software Procurement and Deployment services• Developed, maintained and presented daily, weekly and monthly performance metrics reports to Contract Manager and Director level contacts• Developed and delivered training global training solutionsTraining and Documentation Team Lead• Managed training and onboarding for a 24 x 7 level 1 & 2 IT service desk. My team served a network of 15,000 users worldwide• Audited and updated Help Desk documentation and standard operating procedures for the Caterpillar Global IT Service Center• Analyzed team metrics and developed customized continual improvement training opportunities• Updated training procedures and documentation for all new Caterpillar Help Desk employees in Level 1(Service) and Level 2 (Incident Response) teams• Lead trainer for all incoming Level 1 and Level 2 Help Desk Representatives• 6 Sigma Yellow Belt• Advanced Technology Services LEAP Leadership and Management Training

Gainesville, Florida Area

Society of Professional Journalists 2004 Awards of Excellence:•SPOT NEWS – Under 60 seconds, WUFT-FM, “The 351st Returns” •SPOT NEWS – Over 60 Seconds, WUFT-FM, “The 351st Returns”•SPOT NEWS – Over 60 Seconds, WUFT-FM, “Wildfire”•TEAM EFFORT – WUFT-FM Staff, “Hurricane Coverage”