Highlighted Technical Skills

This page will serve to spotlight some of the many technical competencies that I possess.

Google GUTS (Google Unified Ticketing System) Ticket Information

Google GUTS is Google's Unified Ticketing System that serves as an area that full time employees, temporary staff, vendors, contractors, managed service providers and staffing agencies (suppliers) alike can access to get answers to the questions that they may have submitted or inquiries and action items submitted on their behalf. Below you will see terminology and metrics that relates to my access to GUTS while assisting the Google account (as they are the client). This exemplifies additional ways in which I have worked to ensure high client, stakeholder and customer satisfaction. It should be noted that my scope of work has been with assisting with temporary staff concerns/inquiries throughout my two plus years working with the account.

Terminology Explained

Tickets Requested

This is referring to how many tickets that I submitted as the "requestor"

CC'd Tickets

This is referring to how many tickets that I have been cc'd on in total.

Assignee Tickets

This is referring to how many tickets that I was the designated "assignee" for and will be listing my average resolve time (in days).

Metrics

Tickets Requested (total)

530

CC'd Tickets (total)

661

Assignee Tickets (average resolved time)

1.8 (average resolve time in days)

Key Insights

I was CC’d on 661 tickets, which is greater than the 530 tickets requested. This suggests that I am frequently looped into additional issues beyond my direct requests, indicating strong cross-team collaboration or dependency.

Being CC’d on 661 tickets (vs. 530 requested) means I am involved in 25% more tickets than I initiate, suggesting a strong role in cross-functional communication and oversight.

An average resolution time of 1.8 days is very efficient compared to typical SLA targets (often 3–5 days). This positions me as a high-performing assignee.

Grayscale

Grayscale is a specialized texting and automation platform for talent acquisition and HR professionals. It automates communications with job candidates helping with tasks like scheduling interviews, sending onboarding instructions, and managing communications. The platform also integrates with applicant tracking systems (ATS). I utilized Grayscale during my time working with Centria Autism Services as a Recruiting and Outreach Specialist. Below you will see terminology and metrics that relates to my access with Grayscale. This exemplifies additional ways in which I have gone above and beyond to ensure high candidate engagement, that lead to increased anticipated outcomes.

Terminology Explained

Total Messages Sent (team)

This is referring to how many messages the entire team sent collectively.

Messages Sent Per Recruiter

This is referring to how many messages were sent per recruiter on average.

Candidates Engaged

This is referring to how many candidates were engaged/reached out to via the platform

Metrics

Total Messages Sent (team total)

64,864

Total Messages Sent (My total)

6,043

Messages Sent Per Recruiter (team total)

1,068

Candidates Engaged (me)

1,590

Key Insights

I sent 6,043 messages, which is 5.66 times the average recruiter (1,068 messages).This shows a high sense of urgency and activity overall as compared to peers.

My share of total messages represents approximately 9.32% of the total.