Andi Cook

Experience

• 

  Dean of Students Office, Illinois State University

  Aug 2007 - Apr 2009

  Marketing Graduate Assistant

  Designed and executed marketing plans for the units which included: writing and editing the monthly newsletter, conducting brand awareness research, creating media outreach strategy, and serving as a marketing consultant to individual units.

• 

  Second City Communications

  Mar 2010 - Aug 2010

  Client Services Assistant

  - As the corporate education and entertainment arm of the world-renowned Second City comedy theater, we used the same methods pioneered on our stages to drive individual growth and organizational improvement.

• 

  CareerBuilder

  Nov 2010 - Jan 2017

  - Managed a team of implementation specialists, focused on configuring client accounts.- Decreased average fulfillment time from eight weeks to five business days.- Consulted clients on complex, international deliveries.- Collaborated with technical teams on custom requests. Implemented delivery QA checklists to ensure successful implementation and transition into support/success. - Implemented key financial client account ($5M), on time and within budget.- Oversaw all operational aspects of the project, including project status review, timeline, and product team milestones.- Identified implementation process refinement, saving CareerBuilder $2.5M annually.- Trained and mentored incoming Engagement Management team members. - Gathered data and research trends to understand the clients business, uncover problems, and identify areas to implement strategy.- Managed full cycle recruitment and scheduled initial, secondary, and final interviews in addition to candidate testing.- Tracked and allocated budget for recruitment engagements.- Created and executed plans to recruit talent for client projects.

  • Manager, Client Implementation

    Dec 2014 - Jan 2017

  • Engagement Strategist

    Oct 2012 - Nov 2014

  • Account Manager

    Nov 2010 - Oct 2012
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  Yello.co

  Jan 2017 - Oct 2017

  Manager, Client Implementation

  - Managed the client implementation team, responsible for onboarding customers onto the product platform.- Created hand-off process from sales to implementation to ensure proper information transfer and assistance in creating scope.- Established Salesforce process to track implementation status and duration for improved forecasting and resource allocation projections.

• 

  Groupon

  Oct 2017 - Apr 2020

  IT Implementation Manager

  - Managed contact center SaaS stack strategy, roadmap, and relationships ($6M).- Coordinated with business stakeholders on product roadmap for telephony, chat, and ticketing platform strategies.- Managed technical stack financials (budget and forecasting), conducting monthly and quarterly analyses and identified opportunities for cost savings.- Oversaw existing software relationships and performance including measurements against metrics, KPI's and key organizational goals.- Led RFP's for chatbot and omnichannel solutions. Show less

• 

  Guaranteed Rate

  Aug 2020 - Oct 2022

  - Managed $2.5M implementation of ServiceNow’s ITSM module, spearheading helpdesk technical transformation. - Managed $400K ATS implementation, spearheading recruitment process transformation.- Coordinated with business stakeholders and vendors to document end state vision, project goals, and change management / adoption strategies to realize a successful implementation.- Collaborated with senior level executives to curate strategy while translating into tactical implementation steps. Show less

  • Director, IT Products and Programs

    Apr 2022 - Oct 2022

  • Manager, IT Program Management

    Aug 2021 - Apr 2022

  • Program Manager, IT Systems

    Aug 2020 - Sept 2021
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  Noyo

  Oct 2022 - now

  Onboarding Lead