Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Work Availability
Timeline
Generic

Trace Driggers

Richardson,TX

Summary

Detail-oriented Program Manager and Analyst with 8+ years specializing in Social Media, customer care analytics, & business needs analysis. Certified in Six Sigma and Sprinklr. 8+ years of Sprinklr use in various capacities, with 6+ years focused on reporting and configuration.

Overview

8
8
years of professional experience
5
5

Certifications

Work History

Tech Project/Program Manager 2

DIRECTV
02.2022 - Current
  • Create and support various reports using Sprinklr, SQL, PowerBI, Snowflake, and API resources
  • End-to-End responsibility for Sprinklr technical implementation based on business needs (200K annual savings)
  • Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
  • Triage, track, and resolve defects and enhancements using ServiceNow, Jira, Asana, and Smartsheet
  • Managed and supervised administrative and daily program operations, complying with policies and regulations.
  • Utilized data visualization tools (Power BI, Lucid) to communicate business insights and processes effectively
  • Analyzed data to identify root causes of problems and recommend corrective actions

Quality Team Lead

[24]7.ai
04.2019 - 02.2022
  • Led and supported a team of eight Quality Analysts for five programs across finance, entertainment, and telecommunication industries
  • Reassessed quality control measures at the systemic level to proactively identify non-conformances
  • Adapted procedures to mitigate issues and improve deficiencies
  • Provide complex analytics on KPI performance and display root causes in an easily understood format
  • Develop data automation and visualization via PowerBI to improve efficiencies by 20%

Social Media Agent

[24]7.ai
10.2017 - 04.2019
  • Handle approximately 50 - 100 customer issues through Social Media via Sprinklr per day
  • Maintained comprehensive product and service knowledge for accurate, informative customer advice

Education

Associates of Science -

Dallas College
Dallas, TX
12.2025

Skills

  • Sprinklr Platform Customization
  • Data Analysis
  • Data Analysis Visualization
  • Project Management
  • Programming (SQL, Python, HTML, CSS)
  • MS Office (Excel, PowerPoint, Access)
  • Business Process Analysis
  • Project scheduling
  • Scope management
  • Requirements analysis

Certification

  • Programming for Data Science with Python, Udacity, 09/01/24
  • Sprinklr Product Analyst Pro, Sprinklr, 06/01/23
  • Six Sigma Green Belt (CSSGB), The Council for Six Sigma Certification (CSSC), 05/01/23
  • Sprinklr System Admin Pro, Sprinklr, 05/01/23
  • Sprinklr Engagement Analyst Pro, Sprinklr, 05/01/22

Accomplishments

  • Q1 2023 Elite Award
  • 6x Connection Award

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Tech Project/Program Manager 2

DIRECTV
02.2022 - Current

Quality Team Lead

[24]7.ai
04.2019 - 02.2022

Social Media Agent

[24]7.ai
10.2017 - 04.2019

Associates of Science -

Dallas College

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