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.

CEVA Logistics

CEVA Logistics a global third-party logistics (3PL) company that provides supply chain solutions, including freight management (air, ocean, road, rail) and contract logistics (warehousing, distribution). CEVA serves various industries, including automotive, healthcare, and e-commerce. I supported the warehousing, distribution vertical within this project initiative assisting with their MSP-HR hiring efforts. A majority of the communications have taken place via email utilizing our CEVACLP@allegisglobalsolutions.com alias. This alias serves as an area that CEVA full time employees, staffing agencies (suppliers) and various stakeholders alike can reach out to in order to get answers to their questions and/or inquiries and action items that need to be submitted on their behalf. Below you will see terminology and metrics that relates to my to my usage within the CEVA inbox while assisting the CEVA Logistics account (as they are the client). The inbox is not a ticketing system, however, it acts as a quasi ticketing system which is why some of the below terminology states 'informal tickets'.

Terminology Explained

Responded to Informal Tickets

This is referring to how many messages within the CEVA inbox that I responded to, thus becoming the point of contact.

Reach Outs (informal tickets)

This is referring to how many messages I initiated within the CEVA inbox.

CC'd Informal Tickets

This is referring to how many messages within the CEVA inbox that I was cc'd on. Not the CEVA alias being cc'd, but my company email address in addition to the CEVA alias.

Average Response Time (days)

This is referring to on average after receiving a message in the CEVA inbox and myself responding, the amount of days it took me to initially respond.

Average Same Day Response

This is referring to the rate (percentage) that I respond to messages within the inbox where that message was sent to us by the stakeholder on the same day that I responded to it.

Average Resolve Time (days)

This is referring to on average how long it takes me to resolve the inquiry.

Metrics

Responded to Informal Tickets

CC'd Informal Tickets

Reach Outs (informal tickets)

123

Average Response Time

Approximately 0.53 (days)

Average Same Day Response (percentage)

59%

Average Resolved Time (days)

Approximately 0.73

Average Same Day Resolved (Percentage)

54.50%