Caitlin Amoros Email & Phone Number

Castle Rock, Co, Us

Responsible for building out and managing deployments, technical support processes anddocumentation.Utilize my exemplary technical aptitude to provide advanced problem assessment and resolution (both pre- and post-sale) to senior-level stakeholders.Created ticketing processes & procedures from scratch, becoming a SME in the configuration and maintenance of the entire Zendesk Suite.Own the portfolio of MDM (mobile device management) applications including version control and release management, ensuring entire product lines are fully onboarded to their respective MDM platforms.Consistent cross-functional collaboration with internal teams to provide customer feedback and deliverables, while communicating timelines and expectations back to the customer.Standardize deployment process for each product while creating documentation to be used company-wide.Define KPIs for internal team members, as well as build and present reporting mechanisms to C- Suite professionals, both internal and external.

Denver Metropolitan Area

Responsible for maintaining and solution-selling different technologies through partnerships withnetwork, colocation, cloud, voice, software, security and similar providers. Proactively identify new opportunities within existing customer base.Collaborate with internal teams including commercials, operations, customer experience and marketing to help scale client’s business.Account planning, technology futureproofing and solution management.

Centennial, Co

Developed, from the ground up, training program for the service desk, as well as facilitate the new hire sessions using the created material.Monitor individual performance and development re-training programs that are specific to each individual’s areas of improvement.Identify opportunities in our software and submit enhancement requests to update current software versions. When enhancements were made, it was then my responsibility to teach out the changes made.Contribute to improving client experience by actively researching and responding to queries and handling escalations.Administer effective frontline desk assistance to customers where inquiries were beyond the knowledge of service desk representatives.

Centennial, Co

Provided the first line of support to both end-users and IT administrators, as well as problem resolution for mobile devices and applications.Completed customer submitted tickets in a timely manner, as defined by service level agreements, in cloud-based web portal.Acted with consultative approach towards end-users and telecommunication network carriers.

Partner with high-performing sales staff to provide quality customer service, and consistently exceed all monthly sales quotas.Use expertise in product knowledge to troubleshoot mobile devices, and explain technical problems using language that is understood by the non-technical consumer.Develop, implement, and supervise operational initiatives including inventory management, risk management, and compliance.Created new and employee-engaging performance management tools and trackers on a monthly basis to manage the performance of 15-20 sales representatives.

Colorado Springs, Colorado Area

Trained and coached mobile (wireless) staff to achieve business goals through execution of Best Buy sales philosophy.Introduced and implemented new customer facing sales tool that led to increase in revenue. Same sales tool was then implemented throughout entire district.Responsible for ongoing performance management and career development for team of 10-15 representatives.Created and led project to address the issue of high store shrink. Resulted in 12% decrease in monthly shrink.