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Work Background
Self-employedConsultant
May. 2024Hudson, Ohio, United StatesI’m a self-employed consultant offering website updates, along with social media strategies, to boost your online presence.
AML RightSourceAssociate Analyst
Feb. 2024 - Apr. 2024Cleveland, Ohio, United States
YellowProcess Analyst | Customer Experience Analyst
Nov. 2020 - Jul. 2023Kansas City, Missouri, United States•Proven track record of success in coordinating and implementing projects to align and streamline processes across multiple sites. Leverages skills in project management, collaboration, and technical integration to enhance operational efficiency and consistency. •Successfully upgraded sites to the YRC operating platform for greater operational cohesion and unified experience. •Prioritized and coordinated web and e-business initiatives, and orchestrated updates and issue resolutions. •Delivered exceptional customer experience and satisfaction through informative, functional, and user-friendly web properties.
YellowE Business Coordinator
Jan. 2019 - Nov. 2020Cleveland/Akron, Ohio AreaOversaw and executed e-business communication projects with precision, including: • Developing and executing strategies for the creation, design, and development of public, private, and mobile web platforms and applications. • Collaborating closely with IT departments and partners to achieve project objectives. • Managing the planning, strategies, and overall user experience for customer-facing web properties. • Leading the prioritization of web and e-commerce initiatives, coordinating closely with IT to implement customer-requested enhancements. • Evaluating and revamping user interfaces to optimize customer experience and streamline shipment functions. • Orchestrating updates and issue resolutions in collaboration with IT, ensuring seamless functionality. • Conducting rigorous testing and deployment of web enhancements while maintaining strong partnerships with IT and vendor counterparts, ensuring project alignment with business requirements and timelines. • Managing content publishing responsibilities across digital platforms, ensuring consistent and accurate information dissemination. • Providing comprehensive analytics to executive teams, directors of marketing, and IT, offering insights into the performance and impact of web properties. • Acting as a pivotal liaison between IT, project management, and marketing, facilitating updates to applications based on customer needs. • Navigating relationships with multiple partners, ensuring effective communication and collaboration across teams.
Knotice, an IgnitionOne companyPlatform Quality Specialist
Oct. 2013 - Jan. 2019Akron•Successfully implemented and administered the Zendesk support ticketing system for over 200 employees. • Provided onsite training to all levels of the corporation on how to use the system. • Authored online product documentation for end users and support team. • Created user accounts and assigned permissions. • Resolved customer inquiries and complaints to establish trust and increase satisfaction.
IgnitionOneSupport Specialist
Oct. 2013 - Jan. 2019Cleveland/Akron, Ohio AreaIgnitionOne purchased Knotice in March of 2014
Custom Products CorporationClient Service Specialist
Feb. 2012 - Jul. 2013Solon, Ohio• Built relationships with clients by coordinating orders and order processing. Compiled detailed component information and assembly, packaging, and inspection instructions based on client requirements. • Coordinated production schedules to ensure on-time delivery of client orders. Monitored and coordinated production orders, inspected and approved new production orders, scheduled and coordinated outbound shipments as required, and analyzed sales orders and inventory levels to determine when orders needed to be placed.
OHIO COMMUNITY THEATRE ASSOCIATIONConference Chair
Sep. 2011 - Sep. 2016In 2011 and 2016, I had the pleasure of leading two highly successful state conferences for the Ohio Community Theatre Association (OCTA). These conferences were widely attended and had a lasting impact on the theatre community. The conferences were meticulously planned and executed to showcase all aspects of theatre. Attendees enjoyed a variety of workshops, activities, and presentations that promoted growth, learning, and engagement in the theatre arts. From acting techniques and stage design to directing insights and technical know-how, every aspect of the theatrical experience was covered. The success of these conferences is a testament to my leadership, organizational skills, and passion for theatre. I am proud to have played a role in bringing these events to life and helping to strengthen the OCTA community.
AmrescoInternational Customer Service
Apr. 2007 - Jun. 2011Solon, OhioImproved corporate communications and documentation procedures by: • Conducting a needs assessment to identify areas for improvement. • Developing and implementing new procedures. • Training staff on the new procedures. Enhanced customer service experience by: • Collaborating with staff members to identify customer pain points. • Developing and implementing solutions to address the pain points. • Measuring and tracking customer satisfaction. Developed highly empathetic client relationships by: • Listening to and understanding client needs. • Responding to client inquiries promptly and respectfully. • Going the extra mile to resolve client issues.
SwagelokShipping Logistics Specialist
Jan. 1995 - Feb. 2007Solon•Provided high-quality service and shipping expertise to over 200 authorized sales and service centers located in 54 countries on six continents. • Oversaw capital projects orders for over 30 multi-million-dollar customers. •Managed restricted commodity orders, government-licensed shipments, and hazardous materials (hazmat) shipments while complying with IATA regulations and maintaining IATA certification. •Processed complex paperwork and government licenses requiring precise and accurate completion. •Maintained a knowledgebase of shipping expertise, including export regulations (EAR), export commodity classification (ECCN), and harmonized tariff schedule classification (HTS). • Worked with internal IT as the primary tester of new applications. •Troubleshot system errors with distributors and supported the proprietary internal order entry system. • Provided training and assistance with order entry issues.
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