Professional Experience

Accenture
January 2018 - February 2025

UKG Pro WFM Assistant Project Manager 

(July 2024 – February 2025)

Drove progress and documented internal projects, processes, and meetings. Helped manage UKG PRO WFM implementations for external clients and drove excellence in day-to-day operations of the PMO.

• Worked directly with clients to ensure successful project execution, monitored project risks and issues in Smartsheet and reported issues to PMO leadership. 

• Drafted and edited Statements of Work (SOWs) and change requests, and aided in their implementation.

• Developed a process to streamline contractor on-boarding, reducing time-to-start from a month to only a few weeks.

Call Center Special Project Team Lead
(July 2023 – July 2024)

Oversaw 24 remote Medicaid call-center agents and day-to-day operations, monitoring queues, and ensuring the team answered and addressed calls. Conducted 1:1 coaching and provided feedback.

• Directed agents to complete side tasks including, short call investigations, uploading legally required call recordings, and investigating transferred calls to find root causes, aiding the overall project.

• Conceived and implemented a data collection process that improved reporting and enhanced backlog management, clearing an 800-task backlog within 4 days. Positively impacted client relationships by ensuring legal compliance and eliminated the need for additional resources and overtime, reducing costs.

• Enhanced agent role to address dynamic client demands, and facilitated side projects involving backlog fulfillment.

• Collaborated with training, quality, and reporting teams to provide exemplary service to the client, meeting and exceeding SLAs.

• Worked with leadership to optimize workflows, improve processes, and implement change.

Trust and Safety Team & Product Lead
(January 2019 – June 2023)

Partnered with a large social media Client, launching multiple workflows to grow market share in eCommerce.

• Directed new workflows, across multiple global sites, and collaborated closely with site Team Leads to ensure expectations and KPIs were met or exceeded.

• Identified and implemented process improvements, working directly with senior project leadership.

• Developed and delivered bi-weekly project status presentations to senior leadership, demonstrating strong written and verbal communication skills and ensuring all stakeholders were informed and aligned.

• Managed 15 to 30 agents, assisting with issues, providing feedback, and serving as primary POC.

• Co-created a process to quantify a task-based workflow, which previously had no way to track production, delivering usable metrics for monitoring agent output. Resolved a year-long active backlog within 3 weeks.

Customer Service Associate
(January 2018 - January 2019) 

Delivered timely responses, exceeded quality expectations, maintained accurate data, resolved inquiries, and adapted to quickly changing needs.

Banana Republic
June 2008 - January 2018

Cashier and Technology Specialist
(March 2013 - January 2018) 

Provided excellent customer service, trained and mentored new cashiers, and continuously maintained data integrity.

Non-Sales Associate, Visual Specialist, & Merchandise Presentation Lead
(June 2008 - March 2013)

Northwestern University
December 2015 - March 2017

Reference Intern

Provided reference assistance and user instruction in person and online, assisted patrons in the use of library resources, served as a computer consultant for the computer lab, and provided front desk library support.

Education

Master of Science (M.S.), Library and Information Science 

University of Illinois at Urbana-Champaign
Focus: special collections and metadata

Bachelor of Arts (B.A.), Art History

Drury University
Minors: Architecture, Fine Arts, and Global Studies

Certifications

Project Management Professional (PMP)® Certification
(March 2025)

Google Project Management: Professional Certification
(January 2025)

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