Traci Roubal
Ceresco,NE
Summary
Accomplished Sr. Site Reliability Manager skilled in decision-making and complex problem-solving. Demonstrated success in enhancing customer satisfaction through effective incident management and team engagement strategies.
Overview
30
30
years of professional experience
Work History
Sr Site Reliability Manager
PayPal
Omaha, NE
02.2025 - Current
- Assisted in maintaining compliance with regulatory requirements and internal policies.
- Supported the execution of strategic initiatives aimed at enhancing product offerings and market reach.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Monitored incident response processes to ensure timely resolution of issues
- Managed daily operations to ensure efficient payment processing and customer transactions.
- Collaborated with cross-functional teams to enhance user experience and streamline processes.
- Developed training materials to onboard new team members effectively.
- Implemented feedback mechanisms to improve service delivery and customer satisfaction.
- Analyzed operational metrics to identify areas for process improvement and efficiency gains.
- Coordinated project timelines and deliverables, ensuring alignment with organizational goals.
- Collaborated with cross-functional teams to enhance communication during incidents
- Analyzed incident trends to identify areas for improvement in response strategies
- Documented incident reports and maintained accurate records for compliance purposes
- Assisted in developing incident management protocols and best practices
- Conducted root cause analyses to prevent future incidents and improve service reliability
- Provided support during major incidents, facilitating effective coordination among stakeholders
- Participated in training sessions to expand knowledge of incident management tools and techniques
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
- Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
- Implemented preventative measures by analyzing incident trends and working closely with the IT team to address vulnerabilities.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
- Developed and maintained detailed documentation for incident management processes, ensuring consistency in response strategies.
Lead Technical Support Engineer
PayPal
Omaha, NE
10.2011 - 02.2025
- Led technical support team in resolving complex tool issues efficiently.
- Developed and implemented troubleshooting protocols to enhance service quality.
- Mentored junior engineers, fostering skill development and knowledge sharing.
- Analyzed support metrics to identify trends and improve response times.
- Collaborated with cross-functional teams to address product-related challenges effectively.
- Conducted training sessions on new technologies and support tools for staff members.
- Streamlined ticketing processes, resulting in improved case resolution rates.
- Streamlined support processes for increased efficiency and faster response times.
- Established strong relationships with key stakeholders by consistently exceeding expectations in service delivery quality.
- Provided remote assistance to global teammates, ensuring timely resolutions regardless of location or time zone differences.
- Optimized ticketing system workflows for better tracking and prioritization of support requests.
- Managed escalation procedures, ensuring timely resolution of critical incidents and minimizing business impact.
- Implemented effective training programs for new hires, leading to reduced ramp-up time and increased productivity.
- Created detailed documentation for internal use, enhancing the ability of team members to resolve future teammate issues efficiently.
- Enhanced teammate satisfaction by resolving complex technical issues in a timely manner.
- Improved communication between support teams by establishing clear protocols and fostering a collaborative environment.
- Reduced downtime by proactively identifying potential system issues and implementing preventive measures.
- Served as a subject matter expert on key technologies, providing guidance to colleagues and teammates.
- Created team dashboards for monitoring daily work, productivity and quality.
- Year-over-year top performer in metrics and quality.
Education
Bachelor of Science - Business Administration And Management
Bellevue University
Bellevue, NE05-2016
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Staff management
- Goal setting
- Documentation and reporting
- Shift scheduling
- Policy implementation
- Regulatory compliance
- Process improvement
Accomplishments
- Awarded of the Year 2004 for development of time and money saving macros that were used across all business units.
- Achieved money saving macros by introducing Macro Express for automation of tasks.
- Resolved product issue through consumer testing.
- Used Service Now to develop monitoring dashboards for quality, issue, and incident tracking.
Timeline
Sr Site Reliability Manager
PayPal
02.2025 - Current
Lead Technical Support Engineer
PayPal
10.2011 - 02.2025
Bachelor of Science - Business Administration And Management
Bellevue University