Jodi Haddick
Salt Lake City,UT
Summary
Dedicated professional with over 10 years of experience in the live event and ticketing industry, specializing in technical support, team leadership, incident management and data analytics. Proven expertise in managing technical issue reports, handling major site outages, and driving continuous product improvement through comprehensive quality assurance testing. Adept at creating detailed data analytic summaries and collaborating with engineering teams to resolve bugs and outages. Strong communication and problem-solving skills with a track record of successfully leading teams and managing critical technical operations.
Overview
11
11
years of professional experience
Work History
Product Associate Manager
StubHub Inc
10.2022 - Current
- Lead a team of 5 reviewing technical issue reports and auditing data analytics
- Handle major site outages and global communications
- Collaborate with engineering teams to resolve bugs and outages
- Conduct comprehensive product quality assurance testing, quantifying and prioritizing product issues
- Create data analytics summaries for product teams
- Analyze consumer feedback on existing products to determine areas of improvement
- Review and QA all team members' work
- Conduct weekly team meetings and bi-weekly 1:1s
- Tools Used: Microsoft Office, Kusto, SQL Server, Twilio Flex, Amazon Connect, Outlook, OpenAI, Hex, Power BI, Microsoft Excel
StubWatch Agent
StubHub Inc
04.2017 - 10.2022
- Reviewed and resolved website and agent bug reports
- Investigated issues using Splunk, SQL, and backend tools
- Worked with software engineers and developers during major outages
- Sent out company-wide communications with clear issue explanations and workarounds
- Ran bridge calls to involve all parties in resolving outages
- Tools Used: Freshdesk, Siebel, Splunk, Amazon Connect.
Case Management
StubHub Inc
09.2014 - 04.2017
- Followed up with customers on unresolved issues from first contact
- Conducted deep investigations into issues, contacting customers via phone and email
- Tools Used: Freshdesk, Siebel.
Customer Service Representative
StubHub Inc
09.2013 - 09.2014
- Assisted customers via phone calls, chats, and emails
- Proficiently executed customer solutions while maintaining ACH and ACW stats.
Education
Juan Diego Catholic High School
06.2012
Skills
- Microsoft Excel
- Microsoft Office
- Data Analysis
- Technical problem solving
- Outlook
- Slack/Teams
- Jira Cloud/Jira Service Management
- Power BI
- Kusto
- Splunk
- SQL Server
- OpenAI/ChatGPT
- Hex
- FreshDesk/Siebel/CST
- Twilio Flex
- Amazon Connect
- PDA
- Leadership/Mentoring
Professional Accomplishments
- Designed a ticket intake program within Jira Service Management for a technical support team.
- Designed variable compensation bonus program with quality assurance and number stats combined.
- Created a mobile wiki for all of customer service to follow and stay informed on how to handle mobile transfer ticket contacts.
Additional Information
During the roles above, I have traveled to Guadalajara Mexico to assist in opening an outsource center for StubHub. This included training, supporting and ensuring employees were proficient in tools provided to them., I have traveled to multiple events across the country over the last 10 years to support StubHub's last minute service program, working with customer's face to face to assist in delivering tickets and solving any issues on site.
References
References available upon request.
Timeline
Product Associate Manager
StubHub Inc
10.2022 - Current
StubWatch Agent
StubHub Inc
04.2017 - 10.2022
Case Management
StubHub Inc
09.2014 - 04.2017
Customer Service Representative
StubHub Inc
09.2013 - 09.2014
Juan Diego Catholic High School