Experience

 

Oct 2018 - Present - DealerOn, Inc - Jr. Project Manager

• Work with customers, stakeholders, and colleagues to understand and articulate end-user problems that can be solved with improvements.

• Facilitate communication with executive stakeholders and development teams to plan project scopes and identify measurable progress indicators.

• Create and track project plans and deliverables using various software. (JIRA, Excel,Trello) Ensure timelines are adhered to and met through a hbyrid of milestone, kanban, and scrum methodologies. 

• Prepare monthly reports for executives detailing project scope, progress, and roll out plans.

• Build in-depth cross-departmental relationships through the understanding of department business needs, goals and how our customer support team can help exceed them. 

• Interview and onboard new support specialist, tasked with evaluation of technical skill/aptitude, cultural fit. 

 

Aug 2017 - Oct 2018 - DealerOn, Inc - Case Manager

• Website management including maintenance, design, and search engine optimization for over 500 sites.

• Analyze metrics to enhance site layout to drive conversion funnels. (A/B Testing)

• Proficient in HTML/CSS, basic understanding of JavaScript.

• Monitor incoming customer request to assign to appropriate department and discover trends.

• Constant written and oral communication with external parties to retrieve insight on product/software use and increase product understanding.

• Document, research, and design functionality/ process improvements.

• Identify and capitalize on opportunities to increase product capabilities and relevant B2B partnerships.

• Create and facilitate training assessments and courses for new employees and clients.

• Cross-departmental liaison for larger company initiatives, ensure that key goals are being met and communication between departments and teams is open and active.

• Point of contact for clients with large technical projects being handled internally.

Dec 2016 - Aug 2017 - DealerOn, Inc: Client Support Specialist II

• Established and maintained client relationships.

• Main point of contact for 300+ dealer sites.

• Collaborated with various partners (web app and data management providers) to resolve customer issues.

• Assisted with development of company database knowledge resources for internal employees and clients.

• Conducted client on-boarding training through JIRA, Salesforce, PPT decks and join.me software.

• Provided de-escalation and alternative solutions to clients threatening to cancel services.

• Participated in bi-weekly research group tasked with finding ways to improve products and service processes.

Aug 2016 -2017 - DealerOn, Inc: Client Support Associate

• Primary point of customer engagement by phone and service platforms Jira & Salesforce.

• Designed custom web pages, trouble-shot website issues & resolved inventory data errors.

• Utilized Google Analytics to track KPI's, enhance consumer experience & increase site performance.

• Documented and resolved an average of 80 cases per week.

 

2015-2016 - The Precision Group: Project Administrator Digital Marketing & Communications

• Communicated with vendors to expand business opportunities, met with clients to open and close contracts, ensured satisfaction with all parties.

• Managed three sites; updated site content, enhanced user experience, and improved performance.

• Directed social media platforms, updated and tracked performance.

•  Created print ads, brochures, and Powerpoint presentations.

• Human resources officer for Spanish migrant workers, on-boarded new employees, solved complaints.

 

2013-2015 (seasonal) - The Precision Group: Supervisor

• Led and managed 4-15 person crews, handled employee issues and managed budgets, labor, and equipment.

• Identified potential worksite issues and resolved issues before, during, and after projects.

• Translated for Spanish seasonal workers and solved complaints (wrong hours, tax questions, and employment concerns)

• Fostered communication between clients and main office and fixed any issues (contract revisions, time of work changes, and NYS rules and regulations questions) 

 

May 2015-Aug 2015 - National Comedy Center: Content Creator

• Managed and directed social media platforms. Created media content to be shared (videos, pictures), and engaged users. 

• Designed ads for events, videos, and promotional media materials a for incoming celebrity guests. 

• Secured, coordinated, and oversaw vendors, games, and music entertainment for Lucille Ball Comedy Festival. Assisted with festival planning and execution.

• Ran and monitored Google AdWords campaigns, focusing on performance of key metrics such as CTRs; average CPCs; bounce rates; and other campaign health indicators.

• Greeted museum patrons, answered questions, solved issues, and led tours.

• Designated guest ambassador - entertained celebrity guest after events, ensuring guest satisfaction. Tended to any requests and concerns.

 

2014-2015 - Fredonia Admissions: Peer Director ​

• Managed and directed peer recruitment department of Admissions.

• Created presentations for training of peer recruiters. Presented to and trained student recruiters.

• Designed interactive graphics for promotion.

• Created targeted email blast for lead generation and event invitation.

• Coordinated and ran campus tour event for 200+ high school students.  

 

2012-2014 - Fredonia Residence Life: Resident Assistant

•   Oversaw over 200 students.

• Acted as a role model, educator, and administrator for students.

• Solved residents complaints and mediated disputes. Planned and coordinated events for on-campus students.

• Created informative and eye-catching bulletin boards, flyers and posters.

• Directed social media platforms, created awareness and enraged users.

• Interviewed and trained incoming resident assistants.

   

Awards

2015 - Penn State: College Mock Trial Nationals Outstanding Witness Award.