IO

Professional Summary:

A process improvement enthusiast accomplished in enforcing efficacious strategies and discovering innovative concepts that invigorate workflow. Tenacious interpersonal skills that preserve long-term relationships with stakeholders and clients. Analytic expertise with KPOs, MSPs, and IT Systems. A driven, results-oriented professional working toward a PMP certification to expand career path to oversee cross-functional teams.

Qualifications:

Project Management

Program Management

Business Analyst

HR Analyst

Onboarding Coordination

Account Management

Information Technology

Quality Assurance

Program Management

Customer Success Manager

KPI Oriented

Stakeholder Engagement

Systems Knowledge: Gateway, Workday, CRM, SharePoint, ECAF, Outlook, Zendesk

SaaS troubleshooting

Regulatory Compliance

Professional Experience:

HR Analyst-Auditor

Resource Solutions – Client: Deutsche Bank 06/2022 - Present

Remote

Coordinated new-hire audit portfolio within weekly deadline and increased productivity deliverables by 13% throughout 90-day period

Administered new workflow policy alongside Deutsch Bank Project Managers to train overseas team on various company systems such as: Workday, SharePoint, Outlook [Each program was utilized daily and updated every hour]

Regulatory IRS Compliance via processing required new-hire documents such as: W-4s, I-9’s, etc.

Created Audit Excel sheets for Onboarding Coordinators to support candidate profiles

Managed personal and shared Outlook inboxes to ensure correspondence

Updated Onboarding tracker to reflect current candidate status

Corporate Escalations Analyst-Auditor

Spectrum/Charter Communications 06/2020- 12/2021

St. Petersburg, FL

Top Performer of both Corporate Escalation centers (St. Pete, FL and Greenville, SC) for 12 months, exceeding position metrics by 20%

Supported Project Managers in implementing new IT systems for the team such as: Gateway, Zendesk, CRM, and ECAF [Each program was utilized daily between each assigned ticket]

Inspect risk factors regarding any site malfunctions, toggle glitches, KPI results, etc.

Managed Government Agency investigations with FCC, BBB, Attorney General, etc. via CRM and ECAF

Identified company process breaks by analyzing recorded calls, tracking nationwide outages, and reporting employee errors

Collaborated with VPs to communicate areas of opportunity

Consulting with subscribers to initiate executive correspondence.

Internet & Voice Repair Technician 11/2018-06/2020

Top Performer in Internet and Voice department for six months, exceeding position metrics by 20%

Consulting with subscribers to repair their SaaS services via IT troubleshooting, account management, and resolving billing discrepancies

Sold and troubleshot cybersecurity software such as McAfee protection and Spectrum Malware Protection

Client Services Representative

The Home Depot 06/2016 - 07/2018

Clearwater, FL

Managed client accounts via company’s ESVS system.

Sold company products to contractors, installers, and consumers

Trained new hires for the following positions: Cashier, Client Services Representative

Education:

BS Business Communications & Organizational Leadership (12/2021)

Shana Mittchell

727-***-**** adua48@r.postjobfree.com LinkedIn

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