KATIE MCGUINN
Dallas,TX
Summary
Tier 3 Support Professional with a positive and friendly demeanor. Strong attention to detail, effective communication skills, and a solid history of tackling diverse and challenging requirements, quickly resolving customer inquiries and meeting performance goals. Well-versed in customer support and working in a fast-paced SAAS startup environment.
Overview
8
8
years of professional experience
Work History
Development Support Specialist (Tier 3)
Restaurant365
03.2024 - Current
- Receive 50-60 tickets per week from front-line support teams for multiple products
- Perform testing on bug reports to replicate and confirm issues in test instances before submitting them to engineering
- Utilized problem-solving techniques to identify root causes of Development and engineering-related problems.
- Submit confirmed bug reports and assign to the appropriate engineering teams through Jira
- Facilitate any communication needed between engineering and customers
- Alert all customers of code fixes as they are deployed, for CAN1, CAN2, GA, and PostProd
- Handle account cancellation tickets for all customers
- Receive SQL requests from front-line support, submit SQLs to Jira for engineering, facilitate any communication needed between engineering and customer
HIRE Support Specialist (Tier 1)
Restaurant365
10.2022 - 03.2024
- Success specialist for all clients using ATS and onboarding system via tickets and chat
- Resolving 40-50 tickets per week
- Work as a liaison with the Deal Desk team and clients to get Additional Services Requests sent and tracked for requests like pro-service training and account additions
- Documented technical information such as system configurations, troubleshooting steps and resolutions for future reference.
- Manage the process of assisting restaurant managers/admin with applicant and user visibility issues, export to payroll errors, update onboarding documents and processes and ensure careers page and job postings and templates are to the client's preference
- Maintain 98% positive CSAT during tenure
Healthcare Recruiter
Gigworx Healthcare staffing
02.2022 - 10.2022
- Utilized Applicant Tracking System software for managing all phases of talent acquisition process from sourcing through onboarding
- Created reports related to recruitment activity, cost per hire, time-to-fill metrics, for management review.
- Increased each successive month by a minimum of 30%
- Manage full-cycle recruiting process for applicants to promote a smooth and positive onboarding experience
- I-9 verification
- Manage applicant tracking system database by entering, updating, and maintaining candidate contact details, resumes, and supporting documentation and certifications
- Develop and facilitate new-hire orientations
- Manage scheduling and staffing for over 200 employees
- Prepared and maintained employment records related to events, such as hiring, termination, leaves, transfers, and promotions, used human resources management system software.
Application Consultant
Bright Horizons
01.2021 - 12.2021
- Manage setup of new client accounts and review existing accounts for accuracy and visibility
- Configure liaison set up in SalesForce to assist marketing in campaign communications
- Resolve support tickets in Jira to provide responsive customer support
- Update eligibility and employee-facing documentation for client knowledge base
Operations Manager
College Nannies + Sitters
06.2020 - 01.2021
- Manage payroll and benefits for the organization of 200 employees across 5 franchise locations
- Collaborate with Human Resources to accurately track leave time
- Develop reporting to quantify the success of company initiatives and highlight suggested changes to the corporate strategy committee
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
Hiring Manager
College Nannies + Sitters
10.2019 - 06.2020
- Oriented newly hired employees by providing company information, facilitating onboarding processes and establishing position-related requirements.
- Create and implement employee engagement strategies and programs
- Customized wording of job profiles, social media techniques, and website subscriptions.
- Assess and align compensation to market levels to attract high-quality candidates
- Oversee development of onboarding program to ensure successful new employee launch
- Verify references and employment details
- Ensure onboarding documentation was completed accurately and completely to ensure speed to the first assignment
- Support scheduling team for on-call services, managing schedules for 75 employees
HR Recruiter Coordinator
College Nannies + Sitters
01.2017 - 10.2019
- Partner with the HR team to create meaningful job descriptions and target candidates for open positions
- Conduct initial screenings, in-person interviews, and onboarding meetings for new employees
- Extend offer letters to new employees
- Perform reference checks, oversee background screening process, and I-9 verification
- Motivated employees through special events, incentive programs, and constructive feedback.
- Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
Skills
- Troubleshooting and diagnostics
- Technical solution analysis
- Customer relationship management
- SLA compliance
- CRM, ATS, and Jira proficient
- Escalation handling
- Documentation and reporting
Timeline
Development Support Specialist (Tier 3)
Restaurant365
03.2024 - Current
HIRE Support Specialist (Tier 1)
Restaurant365
10.2022 - 03.2024
Healthcare Recruiter
Gigworx Healthcare staffing
02.2022 - 10.2022
Application Consultant
Bright Horizons
01.2021 - 12.2021
Operations Manager
College Nannies + Sitters
06.2020 - 01.2021
Hiring Manager
College Nannies + Sitters
10.2019 - 06.2020
HR Recruiter Coordinator
College Nannies + Sitters
01.2017 - 10.2019
Similar Profiles
Lucas LovelaceLucas Lovelace
Account Executive at Restaurant365Account Executive at Restaurant365
Megan E. JanesMegan E. Janes
Lead, Customer Success Manager, SMB at Restaurant365Lead, Customer Success Manager, SMB at Restaurant365
Pinar AlptunaerPinar Alptunaer
Partner Marketing Manager at Restaurant365Partner Marketing Manager at Restaurant365
Isaac MartinezIsaac Martinez
Medical Assistant at Expedian Urgent CareMedical Assistant at Expedian Urgent Care
Tierrini EvansTierrini Evans
Certified Nursing Assistant at Madison on MarshCertified Nursing Assistant at Madison on Marsh