Heather Dabney
Roundup,MT
Summary
Dependable professional with several years of helpdesk experience. Successfully assists end-users with complex technical issues. Strong work ethic, adaptability, and exceptional interpersonal skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Product Specialist/Design Lead
DripWorks, Inc
Willits, California
03.2020 - 08.2024
- Empowered customer service representatives with the necessary skills and expertise by providing comprehensive product training.
- Participated in trade shows and sales trips to showcase products, build relationships with vendors.
- Worked closely with marketing teams, ensuring seamless coordination of advertising campaigns for specific products.
- Analyzed customer feedback to improve product design and performance.
- Delivered prompt and effective technical support to clients facing challenges with their purchases.
- Researched industry trends and technology advancements to inform product development efforts.
- Continued performing all duties outlined from the previous position held at DripWorks.
- Collaborated with customers as Lead Designer to create efficient, high-quality irrigation systems for home gardens, landscapes, and farming operations
Call Center Lead
DripWorks, Inc
Willits, California
02.2019 - 03.2021
- Identified areas where additional training was needed among staff members in order to better equip them for success.
- Actively sought out new ways to increase efficiency within the call center environment through technology updates or process changes.
- Participated in special projects assigned by upper management as needed.
- Analyzed trends in customer feedback data to identify areas of improvement within the call center environment.
- Organized daily work schedules for a team of 10-15 call center agents.
- Resolved escalated customer complaints and disputes over the phone or via email.
- Provided training to new call center agents on the phone system, customer service protocols and procedures.
- Provided coaching and mentoring sessions to help employees improve their skillsets and reach their professional goals.
- Worked closely with senior management to develop strategies for improving customer satisfaction ratings.
Education
Associate of Science - Business Accounting
Mendocino College
Ukiah, CA05-2022
Skills
- Product Demonstrations
- Product Documentation
- Customer Engagement
- Product Training
- SmartDraw
- Adobe Illustrator
- Microsoft Office
- Excel
- CRM
Certification
- Certified Irrigation Technician with the Irrigation Association
References
References available upon request.
Timeline
Product Specialist/Design Lead
DripWorks, Inc
03.2020 - 08.2024
Call Center Lead
DripWorks, Inc
02.2019 - 03.2021
Associate of Science - Business Accounting
Mendocino College
Similar Profiles
Amos LondonAmos London
Program Analyst at Farm Service Agency, USDAProgram Analyst at Farm Service Agency, USDA
Amos LondonAmos London
Program Analyst at USDA Farm Service AgencyProgram Analyst at USDA Farm Service Agency
Calvert JohnsCalvert Johns
Surface Equipment Operator at Signal Peak EnergySurface Equipment Operator at Signal Peak Energy
Amy AndersonAmy Anderson
CFO at Angel, Inc.CFO at Angel, Inc.
Prashant KumarPrashant Kumar
<ul><li>Roles and Responsibilities</li><li>Hiring and team building</li><li>Managing team’s career progression and performance reviews</li><li>Managing Performance improvement plan and firing</li><li>Mentoring</li><li>Product roadmap planning and execution</li><li>Accountability of the entire delivery execution including the risk mitigation planning.</li><li>Stakeholder management</li><li>Adhering to Apple Privacy and Security Guidelines for platform</li><li>Design and implementation of new architectures and solutions to manage all online services for AdXchange in Apple Ads.</li><li>Design and implementation of new architectures and solutions deliver Budget experimentation in Apple Ads</li><li>Design and implementation of new architectures and solutions to manage data for Ad Platform.</li><li>Creating and maintaining all the data and analytics and revenue pipelines for Ad Platforms</li><li>Driving the solution for data ingestions and data processing across Ad platform</li><li>Defining the Strategy for data governance and data access</li><li>Collaboration with business to deliver relevant data and insight for our strategy and decisions.</li><li>Managing storage, processing, copy/synchronization etc. appropriate to scale</li><li>Enabling machine learning and algorithm groups by proving them right frameworks and data</li><li>Advancing team’s design methodology and quality programming practices and evangelize those techniques across Ad platform.</li><li>Deliveries</li><li>Setup 8+ member team to design and deliver Budget Allocation and Budget experimentation.</li><li>Leading Ad Delivery services team, responsible for delivering various capabilities like query understanding, targeting, fraud etc.</li><li>Delivered and Lead Design for observability for budget, and data platform in Ad platform.</li><li>Setup 11+ members high performing team to handle various business needs such as analytics and micro services for Display Advertising as well as Data Platform</li><li>Instrumental in driving Data Platform throughout the SDLC from inception, design, development, testing and deployment.</li><li>Instilled a strong team culture of high-quality delivery by constructive feedback, cross collaboration, focus and motivation.</li><li>Delivered Realtime and Batch Platform with various integrations</li><li>Delivered new DIP design for Data Platform</li><li>Delivered design of all the components of Data processing platform</li><li>Transitioned Display data work to India seamlessly and delivered many critical business impacting features and organizational security initiatives.</li><li>Closely worked with various stakeholders to understand the requirements which resulted into efficient remote work culture.</li><li>Seamless Display execution and set up best practices for 24X7 production on-call.</li><li>Tools and Technologies</li><li>AWS, S3, Kafka, Spark, Hadoop, EMR, Hive, Scoop, Flume, Cassandra, Airflow, Oozie, Gobblin, Schema Store, Icloud, Grafana, Kubernetes, Vertica, Alation, snowflake, druid, Iceberg, Java, Scala, IntelliJ, Oracle, MySql, Git, RIO, Spinnaker, Elastic cache, Grpc, Agile.</li></ul> at Apple - Adplatform<ul><li>Roles and Responsibilities</li><li>Hiring and team building</li><li>Managing team’s career progression and performance reviews</li><li>Managing Performance improvement plan and firing</li><li>Mentoring</li><li>Product roadmap planning and execution</li><li>Accountability of the entire delivery execution including the risk mitigation planning.</li><li>Stakeholder management</li><li>Adhering to Apple Privacy and Security Guidelines for platform</li><li>Design and implementation of new architectures and solutions to manage all online services for AdXchange in Apple Ads.</li><li>Design and implementation of new architectures and solutions deliver Budget experimentation in Apple Ads</li><li>Design and implementation of new architectures and solutions to manage data for Ad Platform.</li><li>Creating and maintaining all the data and analytics and revenue pipelines for Ad Platforms</li><li>Driving the solution for data ingestions and data processing across Ad platform</li><li>Defining the Strategy for data governance and data access</li><li>Collaboration with business to deliver relevant data and insight for our strategy and decisions.</li><li>Managing storage, processing, copy/synchronization etc. appropriate to scale</li><li>Enabling machine learning and algorithm groups by proving them right frameworks and data</li><li>Advancing team’s design methodology and quality programming practices and evangelize those techniques across Ad platform.</li><li>Deliveries</li><li>Setup 8+ member team to design and deliver Budget Allocation and Budget experimentation.</li><li>Leading Ad Delivery services team, responsible for delivering various capabilities like query understanding, targeting, fraud etc.</li><li>Delivered and Lead Design for observability for budget, and data platform in Ad platform.</li><li>Setup 11+ members high performing team to handle various business needs such as analytics and micro services for Display Advertising as well as Data Platform</li><li>Instrumental in driving Data Platform throughout the SDLC from inception, design, development, testing and deployment.</li><li>Instilled a strong team culture of high-quality delivery by constructive feedback, cross collaboration, focus and motivation.</li><li>Delivered Realtime and Batch Platform with various integrations</li><li>Delivered new DIP design for Data Platform</li><li>Delivered design of all the components of Data processing platform</li><li>Transitioned Display data work to India seamlessly and delivered many critical business impacting features and organizational security initiatives.</li><li>Closely worked with various stakeholders to understand the requirements which resulted into efficient remote work culture.</li><li>Seamless Display execution and set up best practices for 24X7 production on-call.</li><li>Tools and Technologies</li><li>AWS, S3, Kafka, Spark, Hadoop, EMR, Hive, Scoop, Flume, Cassandra, Airflow, Oozie, Gobblin, Schema Store, Icloud, Grafana, Kubernetes, Vertica, Alation, snowflake, druid, Iceberg, Java, Scala, IntelliJ, Oracle, MySql, Git, RIO, Spinnaker, Elastic cache, Grpc, Agile.</li></ul> at Apple - Adplatform