● Performed UA, UI/UX, functionality, interoperability, unit, system, integration, and regressiontesting on all user videophones: iOS, Android, Mac, and Windows● Served as the lead tester for the VATRP/ACE contract under the Federal CommunicationsCommission (FCC) to develop four standards-based, video relay service (VRS) industryinteroperable voice, video and real-time text endpoints to provide benefit to the Deaf and Hard ofHearing (DHoH) community within an extremely short timeline, all of which were successfullydelivered on time and on budget● Worked with JIRA project workflows to efficiently test company products and coordinate withdevelopment team● Customized and maintained test suites, plans and cases for all company products● Acted as Lead Tester relating to in-depth testing and analysis of SIP call cases involvingsignaling and media encryption (TLS/SRTP) and other scenarios● Documented test results and new tickets within various systems such as TestRail and JIRA● Represented the company at a biannual VRS SIP Interop event to test the VRS RUE spec draft

● Supervised fifteen inside sales representatives and created an environment that successfullymotivate sales representatives to deliver top performances● Developed and presented weekly commission reports designed to identify department strengthsand weaknesses to the company’s vice president● Established and expanded rapport with customers/key stakeholders by serving as an ambassador for the company with an objective to drive customers to CSDVRS and identified loyal users of the products and services● Ensured that customer concerns were addressed to resolution within a timely manner● Responsible for sales/distribution of 4000+ Z-videophones

● Responsible for overseeing the company's national videophone installation program● Managed over three hundred videophone installers nationwide● Developed instructions and implemented the use of checklists for the installers to use tominimize installation errors.● Ensured that the program maintained excellent ratings: a 95% customer satisfaction rate and a98% success rate for initial installations● Created an online resource library for the videophone installers

● Supervised twelve customer care representatives● Created and implemented training manuals for call center● Developed rubrics and guidelines to measure and track employee performance● Took call transfers from challenging customers and discussed outcomes as well as potentialsolutions to help empower representatives to problem solve on their own● Identified possible problem areas and presented potential solutions to upper management whilealso working with closely with company engineers

● Resolved customer technical issues in adherence with company response times and resolutionrequirements● Utilized remote desktop software such as Bomgar and TeamViewer to assist with advancedcustomer technical issues● Manage customer profiles and tickets utilizing in-house developed CRM● Selected for customer email outreach program to contact and resolve outstanding issues● Provides the instruction for customers how to use the videophone product via remote● Employee of the month multiple times

● Coordinated Deaf Community events and oversaw activities● Assisted the American Red Cross in efforts to increase national disaster awareness andpreparedness in the Deaf Community● Collaborated with the Red Cross to identify potential barriers faced by the Deaf Communityduring national disasters by coordinating a focus group meeting● Performed counseling and referral services with deaf consumers● Supervised four employees and worked in consultation with local interpreting agencies

● Taught American Sign Language I● Developed, administered and graded student exams and coursework● Maintained routine offices hours to meet with students to provide guidance and counseling tohelp them reach their academic goals

● Identified existing community resources and helped to establish outreach programs to makeresources more accessible to Deaf South Africans● Participated in the development of an AIDS/HIV awareness workshop for the Deaf● Submitted required weekly reports to help the organizations maintain grant funding