Caleena Hall

• Utilized scripting languages such as Blue Prism and Selenium to automate tasks in the environment. • Troubleshot complex problems with automation systems and provided solutions within established SLAs. • Monitored and tested automation systems regularly to identify potential errors or malfunctions. • Provided technical support for automation systems, including troubleshooting and resolving hardware, software, network and system related issues. • Ensured compliance with company policies regarding security, safety, privacy and reliability of automated processes.

• Increased the functionality of a bot from 99.7% to 99.9% by analyzing logs, monitoring, and implementing a solution to one of the most common errors in an application. • Assisted with improving the time to resolve issues by 70% by improving the alerting system and working with the development teams to address the root cause of the issues. • Developed software solutions to keep a high-availability service for customers, ensuring the service remains stable, reliable, and secure. • Implement new software technology and perform shakeout tasks in collaboration with development team. • Maintain existing software to an agreed standard by following the guidelines.

• Executed customer service strategies through the optimization of customer service activities and processes. • Maintained accuracy of data entry for the quality mail logs at 98% or higher by following up with customers as required. • Monitored staff performance by reviewing teams' ticket quality, providing constructive feedback and additional training as needed. • Submitted requests to the proper departments to prevent re-occurring issues and recommended improvements in the process and procedure. • Decreased customer complaints by 30% and improved customer satisfaction ratings by 40% while reducing average resolution time of customer inquiries by 25%. Achieved 99% quality assurance accuracy by Quality Assurance measurement.

• Coordinated the activities and assignments of the team, resolving difficult or complex company procedures and expedited emergency orders. • Provided on-the-job training to new hires and served as subject matter expert to current staff. • Improved productivity by 30%, reduced pick errors by 45%, and accelerated order fulfillment cycle time by 33%.

• Retained accurate records of the materials received and transported out of the warehouse using scanners and barcode readers. • Executed efficient loading of product as directed by bulk and individual paperwork. • Maximized warehouse efficiency through inventory optimization, resulting in a 10% increase in number of shipments processed per hour. • Ensured accuracy of shipments by verifying item numbers, quantity and other components.

Associate Developer Certification

Blue Prism

.Net Full Stack Developer Course

GenSpark

Code Immersion

Tech Talent South