Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Kaylan Ellis

Cedar Hill,TX

Summary

Over 10 year’s experience in leadership and customer service. Over 8 years experience in the Information Technology field Highly talented and accomplished professional with exceptional management and analytical skills. Proven ability to effectively foster a team atmosphere while exceeding business goals. Multi-tasker with a diverse and well-rounded skillset encompassing technology, communications and business operations. Outstanding communication with extensive experience in the training, development, and management of employees.

Overview

17
17
years of professional experience

Work History

Digital Product Specialist

Richemont - Cartier Brand
08.2022 - 03.2024
  • Researched product's technical specifications and accurately communicated information.
  • Continually expanded knowledge product line.
  • Assisted with demonstrations for to showcase functionality of new tools.
  • Provide support to ambassadors.
  • Conducted audits on Vonage phone systems and internet speed test on all Cartier US ambassadors.
  • Create incident tickets for reporting purposes.
  • Project Management
  • Tested new software tools and programs prior to release.

Operations Monitoring Specialist/SQL Database Administrator

IBM, Global Business Services
11.2015 - 06.2021
  • Produced high-standard database solutions to meet stability, reliability and performance metrics.
  • Administered, supported and monitored databases by proactively resolving database issues and maintaining servers.
  • Created optimal technical solutions to user needs through research and in-depth system analysis.
  • Managed workload independently but collaborated with colleagues to complete larger scale tasks in distributed team environment.
  • Set up and controlled user profiles and access levels for each database segment to protect important data.
  • Monitored phone, emails and text messages for clients and patients
  • Ran our daily MDI management meeting to discuss the business needs
  • Managed the quality analysts team in Bangladesh
  • Work with management and a third party vendor to create and develop a new dialing platform.
  • Collaborated with developers to improve client products.

Quality Assurance Analyst

AAA Texas
05.2014 - 10.2015
  • Ensure employee performance is in compliance with the Auto Club policy and procedure handbook through monitoring and coaching. Coordinate workshop calibrations with various agents and supervisors.
  • Conduct weekly meetings with site managers to discuss trending.
  • Facilitate monthly staff meetings with the Quality Assurance teams cross site.
  • Project manager for the Texas site.
  • Wrote, edited and updated project manuals and technical documentation used by quality assurance team.
  • Researched new tools and technologies for potential use by quality assurance team.

RTA Coordinator/Workforce Management Analyst

AAA Texas
08.2012 - 05.2014
  • Managed production of employees to maximize staffing efficiency.
  • Develop reports on daily workload.
  • Process day-off requests and update systems Managed schedule adherence and forecast service levels for operations.
  • Facilitated new hire training for Kronos, ERP and process and procedure implementation.
  • Conducted operation checkpoint conference calls twice a day for business staffing.
  • Single point of contact for Workforce (WFM) and Operations Management.
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Created training materials for new employees to provide information about attendance guidelines.

Business Administrator

AAA Texas
04.2011 - 08.2012
  • Responsible for clearing, disputing, and approving credit transactions for PNC Bank.
  • Partnered with management in the planning, staffing and development of cross functioning departments. Utilized organizational resources to optimize efficiency in business projects.
  • Single point of contact for manager reporting inquiries.
  • Championed employee appreciation programs and other company events.
  • Prepared reporting and documentation for termination of employees.
  • Conducted New Hire Orientation.
  • Informed new applicants of passed backgrounds checks and offered job position to the applicants.
  • Developed monthly reports.

Emergency Roadside Assistance

AAA Texas
04.2010 - 04.2011
  • Professional liaison for members in need of emergency roadside assistance.
  • Identified and diffuse escalated member situations in a serene, proficient and courteous manner.
  • Provided effective and timely resolution on a broad array of member inquiries, placing appropriate levels of urgency with each contact.
  • Worked meticulously for the safety of members and contracted partners of the company.
  • Dispatch calls to the regional offices and vendors for escalated resolution.

AT&T U-Verse Tier 2 Tech

AT&T
05.2007 - 01.2009
  • Assisted technicians with at home installation and problem solving of the AT&T U-Verse Services. Handled escalated calls and diffused problematic situations based off product knowledge Exceeded departmental goals monthly and received formal and informal recognition on a consistent basis. Stored, retrieved and integrated information for distribution among clients and employees.
  • Provided support to operations team in business initiatives.

Education

Education

Grand Canyon University
Phoenix, AZ

Information Technology

Northlake College
Irving, TX
2015

2003

Northlake College
Irving, TX
2004

Skills

  • Microsoft Access, Excel and PowerPoint
  • Training and Coaching
  • Detail Oriented
  • Performance Management
  • Project Management
  • Operations Management
  • Quality Assurance,
  • Reporting, & Staffing
  • Leadership
  • Data management
  • Detail-oriented
  • Compiling data
  • Database development
  • Excellent work ethic
  • Multitasking abilities
  • Teamwork
  • Planning and Coordination
  • Flexible & Adaptable
  • Systems administration
  • Salesforce

Accomplishments

  • Promoted to Business Administrator in 2011.
  • Promoted to RTA Coordinator in 2012 Promoted to Quality Assurance Analyst in 2014 Promoted to a Project Management role in 2015.

Timeline

Digital Product Specialist

Richemont - Cartier Brand
08.2022 - 03.2024

Operations Monitoring Specialist/SQL Database Administrator

IBM, Global Business Services
11.2015 - 06.2021

Quality Assurance Analyst

AAA Texas
05.2014 - 10.2015

RTA Coordinator/Workforce Management Analyst

AAA Texas
08.2012 - 05.2014

Business Administrator

AAA Texas
04.2011 - 08.2012

Emergency Roadside Assistance

AAA Texas
04.2010 - 04.2011

AT&T U-Verse Tier 2 Tech

AT&T
05.2007 - 01.2009

Education

Grand Canyon University

Information Technology

Northlake College

2003

Northlake College

Similar Profiles

CREATE PROFILE
Kaylan Ellis