August 2022 - Present
Business Operations Analyst - Dish
- Performs user acceptance testing and database validation for IT changes that potentially impact enterprise reporting and DISH’s sales and sales support tools.
- Analyzing projects and change requests, creating test scripts, identifying and reporting defects, and quantifying the impact of those defects.
- Responsible for validating the projects that meet the business needs.
- Determine if a project can have a negative impact on the business and to block the project from moving to production, if necessary.
- Work with external partners to confirm they are prepared for upcoming changes.
- Helps maintain the data consumed by the reporting and compensation teams remain accurate.
- Confirm that new projects do not have a downstream impact and opening tickets to correct data issues reported within the production environment through end-to-end testing.
July 2021 - August 2022
Operations Specialist - Dish
Operations Specialist I - July 2021 - January 2022
Operations Specialist II -January 2022 - August 2022
- Assist with the onboarding of newer specialists through side by side and instructor led training.
- Verify businesses validity and overriding business qualifications through manual builds.
- Run reports on multiple platforms and send emails noting the results.
- Conducts meetings to address ideas and suggestions for change in procedures, resources and general betterment, then communicating proposals to management.
- Developed training tools and guides to assist with current training and SOP material.
- Ensure quality of service and positive customer/provider relationships by partnering with local retailers and helping all concerned parties solve a wide variety of problems.
- Conducts incentive payment and charge back research, explains why an account or receiver did/did not pay as intended, why a payment charge back may have occurred, and what needs to happen to ensure proper payment.
- Partners with local retailers, clarifies web site access and content download instructions, consumer and prospect qualification requirements, retailer business rules, retailer agreement terms, new and existing customer promotional programs, and much more.
- Takes a genuine interest in teaching our local retailers how to be successful while utilizing the tools available to them.
- Resolves retailer online Assistance Requests (ARs) when assigned by following departmental guidelines and business rules.
- Qualifies prospects for DISH Network service by building accounts and creating agreements using CSG/DISH Promo, EchoAdmin, and Interconnect credit files when required.
- Supports retailers in their efforts to acquire new subscriber acquisitions and in the maintenance of existing subscriber accounts.
- Responsible for replicating various web site and phone/tablet based application error messages and obtaining relevant screenshots to troubleshoot and partner with our User Acceptance Testing group to identify a resolution.
- Demonstrates follow through on all outage reports to ensure problem resolution by creating and submitting a resolution ticket.
- Perform, organize, and streamline operational tasks to reduce the potential for errors.
- Provide technical assistance to clients and staff.
- Monitor for problems, taking immediate action where possible and escalating when required.
August 2017 – July 2021
Base Camp Global Expert - Dish
- Subject Matter Expert on Dish Network and Sling TV
- Advocate the company and culture through interactions with entering employees and interns
- Coach and mentor corporate employees ranging from entry to senior executives
- Provide action items for improvement, both for Base Camp participants as well as program content and delivery
- Partner with internal teams and departments to ensure consistent and detailed training via projects and communications
- Form strong relationships with employees and build comprehensive action plans for their continued growth
- Support, accommodate and maintain trust with employees as they go through ongoing HR issues and concerns to ensure successful completion of the program
October 2016 - December 2017
On the Job Trainer - Dish
- Piloted training process where I supervised a team of 6-12 new employees, while coordinating development schedules
- Improved an elite team's call repeat metrics by 3.5% via effective creation and facilitation of calibration and training modules
- Managed team projects including communication of training results for project facilitation and completion
- Mentor employees on how to handle difficult situations in a calm manner via de-escalation techniques
- Observe and document new employees development for training evaluation and quality assurance
- Provide answers to benefits and connecting employees with an HR Advisor, during onboarding process
- Began assisting Base Camp program starting in August 2017.
August 2015 - October 2016
Business Support - Dish Business
- Trained new employees on tools to accomplish business and personal goals
- Instructed existing employees on ways to transition and improve handling of commercial accounts
- Provided guidance on billing and process procedures to external customers
