Tiffany Driver

Experience

• 

  BeDynamic

  Aug 2007 - Oct 2010

  • Managed company-wide team of content analysts.• Administered custom content management software.• Ensured timely delivery of customer content on a weekly basis.• Responded to customer requests in an efficient and professional manner. • Managed a team of content analysts.• Edited and maintained all company database records for the team before production.• Facilitated communication between content analysts and upper management.• Participated in development of future tourism markets. • Contacted member organizations by phone in order to verify and update their business listings.• Organized member information in Excel to present clean and comprehensive information to the publishers.• Researched upcoming events throughout the country and update company database accordingly.• Built-out new tourism markets on company database.

  • Customer Fulfillment Representative - Team Lead

    Aug 2009 - Oct 2010

  • Quality Assurance/Quality Control – Alaska Airlines Group

    Apr 2008 - Jul 2009

  • Content Analyst

    Aug 2007 - Apr 2008
• 

  Microsoft

  Oct 2010 - Aug 2016

  IT Project Manager - Vendor Infrastructure Operations

  As Project Manager for Vendor Operations, I managed a team of 6-10 members in support of 100+ global outsourced contact centers, providing customer service and support for all Microsoft lines of business.- Promoted to team lead in 2011, with responsibility for managing day-to-day activities, monitoring the team’s performance, and conducting training sessions. This included the ramp-up of four offshore team members, bringing our operational output to a 24/7 model.- Developed and managed training content for 300+ global site administrators located in contact centers in nearly 30 countries.- Designed and launched a ticketing system to streamline the intake of hundreds of daily and provide accurate reporting of the team’s workload and efforts.- Managed requests and escalations related to access control for 50+ applications within the Microsoft Customer Service toolset for 50+ globally outsourced vendors. This included configuring and decommissioning tools and tracking metrics for all changes.- Managed multiple projects related to tool migrations, access control audits, and vendor consolidation. These activities expanded business functionality, reduced expenses and scope of access, and ensured vendor compliance with Microsoft’s contractual standards and policies. Show less

• 

  Symetra

  Aug 2016 - now

  Third Party Risk Management

  I oversee the support of uninterrupted end-to-end business processing with scalable and cost-effective solutions for all three divisions of Symetra, a private life insurance company with a national footprint,- Identify and mitigate risks associated with 500+ external suppliers of operational services and technology systems with an annual price point of $100+ million.- Lead operational outage recovery related to external services. When a cybersecurity hack occurred at a major financial printer, halting operational output for more than a week, I facilitated communications with various leaders for interim alternative solutions, while managing regulatory deliverables.- Managed the contract extension of a strategic supplier that provides front-end processing for Symetra's largest division by identifying business needs, conducting market research, and facilitating negotiations. Final value of the new contract was negotiated down from a 30% increase to 14% with a capped annual escalator of 3%.- Project managed the initial supplier selection for a Digital Asset Management solution with a $100k+ annual contract. This system houses all customer-facing materials, feeds external platforms, enhances workflows, and results in efficiency gains across the enterprise.- Manage daily operations for suppliers providing input and output services of business communications. I manage the annual budgets (of more than $1 million) and facilitate contract changes with stakeholders. I managed the transition of work to a non-U.S. location for one of these suppliers, marking the first time in company history that processing work was completed offshore, resulting in enhanced scalability with a larger team and expanded hours at a lower cost (annual savings of ~$200k).- Worked cross-functionally to bring work back in house for a block of regulatory business that was formerly managed by two suppliers. This transition of operational processing resulted in an annual cost savings of ~$500k. Show less