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Work Background
EYSenior Consultant
Nov. 2024Upstate NY
JubilantTalent Consultant
Jul. 2023 - Nov. 2024Virtual
Sh!t That Goes On In Our HeadsPodcast Co-host
Mar. 2023VirtualWelcome to Sh!t That Goes On In Our Heads, the podcast where two best friends keep each other sane through humor, engaging conversation, and yes, even the occasional curse word. Join G-Rex and her partner in crime Dirty Skittles as they dive into light-hearted discussions about life's ups and downs. We talk about everything from relationships and parenting to pop culture and mental health. But this podcast isn't just about making you laugh (though we promise to do plenty of that). It's also about providing helpful tips and strategies for dealing with tough times. You'll walk away from every episode feeling uplifted, inspired, and armed with new tools to take on whatever life throws at you. Sh!t That Goes On In Our Heads, is more than just a podcast - it's a reflection of two friends who know firsthand how important it is to have someone in your corner during life's challenges. Our conversations are real, authentic, and designed to help you feel like your part of the group too. So if you're looking for a break from the chaos of everyday life or just need a little pick-me-up, tune in to Sh!t That Goes On In Our Heads, We promise you'll leave feeling better than when you came in. Please remember that it is okay to not be okay, just make sure you are talking to someone!
UKG (Ultimate Kronos Group)Lead Solution Support Specialist
Dec. 2021 - Apr. 2023RemotePartner with new and at-risk customers to review systems and talent products, such as UKG Recruiting, Onboarding, and Performance Management. Develop programs to mentor and coach frontline support and solutions teams, assist team members with customer issues and alert internal and external partners. Communicate frontline support tools and processes, achieving high customer satisfaction and account retention. Provided tactical product assistance, partnering with development alliances to resolve application issues. Conducted knowledge transfer, creating, and running reports and deploying new Salesforce tools. Created training programs for Jira, Kibana, and SQL. Identified areas where customers were impacted by product features, creating successful business relationships with clients and development.
● Reduced cases sent to development by 30% by conducting individual troubleshooting.
UKG (Ultimate Kronos Group)Senior Support Solutions
Jul. 2020 - Dec. 2021RemoteCollaborated with Alliance Team to develop internal and customer-facing documentation, identify and resolve gaps in third-party projects, streamline support cases, and resolve complex customer issues. Built partnerships with development teams, analyzing customer support portals and case processes to ensure knowledge transfer was completed efficiently. Served as subject matter expert for all UKG talent products, organizing multiple projects and communicating client action plans. Coached and mentored staff on support tools and application issues, sharing plans with internal stakeholders and attending internal product training sessions.
UKG (Ultimate Kronos Group)Support Solutions - Talent
Mar. 2016 - Jul. 2020Weston, FloridaCollaborated with KCS program leads to determine policies, procedures, and issues in creating internal articles within the company-wide knowledge base. Built a new program to alert team members of significant issues, created training for products and internal support tools. Supported internal and external customers, including executive-level relationships, communicating UKG database structures, and SQL scripts. Drove continuous improvement within procedures, providing clear direction on how to meet goals. Analyzed data to identify, foresee, and correct problems to ensure goals were achieved. Attended Connections Customer Conference to further personal knowledge. Liaised with strategic and alliances teams to communicate product updates and provide training.
● Named UltiPeep by Alliances Team of the Year for 2019.
● Attended Connections User Conference as a Talent SME in 2016, 2018 and 2019
● Presented to customers at Company Connections Conference.
UKG (Ultimate Kronos Group)Talent Management Support Specialist
Jun. 2011 - Mar. 2016Weston, FloridaMentored Tier I staff on elevation procedures, guiding employees and clients through the launch of new tools and knowledge base documentation. Recorded known issues, diagnosed, and fixed new database issues, and handled all incoming cases through SalesForce. Ran SQL traces via server profiler, delivering timely and quality system configuration deliverables.
● Won over 50 Passion for Perfection awards through maintaining relationships with internal stakeholders and customers.
UKG (Ultimate Kronos Group)BI Consultant
Oct. 2009 - Jun. 2011Managed UKG and Cognos 8 programs simultaneously, providing system implementation services to clients. Communicated with customers to design, build, test, and deploy tools based on individual needs and requirements. Built and delivered design documentation.
UKG (Ultimate Kronos Group)Business Analyst - Cognos Services
Apr. 2008 - Oct. 2009Defined software customization requirements based on user needs, consulting with clients to create frameworks for designs and processes. Documented specifications and user-tested software to ensure high-quality deliverables. Negotiated priorities and identify solutions with project stakeholders in a timely manner.
CapgeminiConsultant
May. 2005 - Apr. 2008Miami, Florida, United StatesInstructed contracted clients on integrating Siebel CRM and business intelligence solutions, meeting client requests for inclusion on specific engagement teams. Partnered with cross-functional teams of varying organizational levels to execute test planning, analysis, and procedural improvement analysis throughout project life cycle. Operated at a high rate of delivery, developing new tools to ensure integrity of data capture. Worked as training coordinator leading junior consultants on testing documentation.
DHLSenior Business Systems Analyst
May. 2003 - Apr. 2005Plantation, Florida, United StatesDeveloped sales force automation strategies, leading sales teams to analyze processes and create systems policies. Served as organizational bridge between IT and functional business units, managing conflicting project priorities and maintaining professional ethical standards. Created customized Siebel systems tailored to individual customer needs. Developed KPIs and performance metrics reports. Identified areas for product improvement and delivered recommendations to senior executives.
MercatorTechnical Support Analyst
Sep. 2000 - May. 2003Boca Raton, Florida, United StatesIntegrated proprietary technology products and services within processes of Fortune 500 companies, developing custom databases according to client requirements. Served as subject matter expert during development process, liaising with vendors and consultants to ensure compliance with agreements and milestones. Implemented database transaction, Onyx, and Siebel tools, streamlining call center operating processes to boost quality of data outputs.
Interealty/GeacTeam Lead/Systems Analyst
Jan. 1996 - Aug. 2000Fort Lauderdale, Florida, United StatesTested software in preparation for Y2K, leading system remediation to transfer and enhance technologies. Managed seven-member team overseeing remote client support for business-critical web applications. Troubleshot complex issues and reported performance to senior management. ● Oversaw 20 call center agents.
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