Aubrey Jenkins
Austin,United States
Overview
6
6
years of professional experience
Work History
Fulfillment Specialist II
LegalZoom
Austin, Texas
02.2024 - Current
- Ensured accurate and timely production and fulfillment of document orders for customers and government agencies.
- Served as primary contact during fulfillment, resolving customer issues through phone and email.
- Identified and resolved order processing issues, tracking time metrics to enhance production activities.
- Reviewed and reassigned cases to appropriate processors (e.g., SF cases, downloaded materials) for efficient completion.
- Audited customer document orders for completeness and ensured compliance with legal requirements.
- Achieved Top Performer of the Month multiple times
- Supplemented instructor-led training with self-directed learning to enhance client support on products.
Scheduling Team Lead (YouTube TV)
TATA Consultancy Services
Austin, United States
01.2022 - 02.2024
- Developed and implemented effective communication strategies to ensure all operators were aware of any changes to the schedule.
- Monitored and assessed operator performance, providing feedback and guidance as needed.
- Analyzed data and made recommendations for scheduling changes as needed.
- Facilitate schedule management and coordination for over 50 operators using Google Sheets.
- Create a checklist for major live events, and assign operators as needed for coverage.
- Maintain a heat map to determine the volumes and number of operators needed for each event.
- Train new team members in scheduling procedures.
- Assisted in the creation of an automated scheduling system using Python.
- Creating and maintaining applications that assist in the scheduling process using Google Apps Script.
- Perform daily staffing reports, and report data to managers.
Workflow Specialist (YouTube TV)
Tata Consultancy Services
Austin, United States
05.2020 - 01.2022
- Provide work planning and scheduling for multi-functional work teams in accordance with established processes and procedures.
- Adjusting the boundaries of events as the content schedule shifts (events run long or short).
- Address and manage incoming email escalations.
- Monitor blackout accuracy to ensure 24/7 operations, and resolve service impacts as they occur within SLA.
- Maintain active awareness of multiple simultaneous video feeds, with meticulous attention to detail.
- Create checklists for marquee events, and send Google Calendar invites to the respective leads and operators.
- Streamlined workflow processes to enhance operational efficiency across teams.
Education
Bachelor of Science - Computer Science
Winthrop University
Rock Hill, SC05.2020
Skills
- Database management
- Data analysis and auditing
- Python programming
- Microsoft Office proficiency
- Google Workspace proficiency
- Troubleshooting and problem-solving
- Technical documentation
Timeline
Fulfillment Specialist II
LegalZoom
02.2024 - Current
Scheduling Team Lead (YouTube TV)
TATA Consultancy Services
01.2022 - 02.2024
Workflow Specialist (YouTube TV)
Tata Consultancy Services
05.2020 - 01.2022
Bachelor of Science - Computer Science
Winthrop University