Andrew Krieger Email & Phone Number

Gilbert

High level Microsoft Office support. Working directly with client admins to resolve issues withing the Microsoft office suite.

Gilbert, Az

Provide end-to-end leadership and support within a call center environment delivering technical solutions to mid-sized businesses for this Internet domain registrar and web hosting company that generates $2.2B+ in annual revenue. Manage the migration from various email platform to Office 365. Serve as Administrator for Office 365 productivity as well as ECP and o365 assisting clients with device management. Manage the process from the initial sale through the entire migration process to ensure an optimal customer experience. Handle technical support functions, staff training and development, and serving as floor Supervisor in the absence of the Supervisor. Conduct detailed training presentations after the development and implementation of new processes. Proven ability to resolve complex issue and problems, manage the solution framework process, and interact diplomatically with all organizational levels, including management.Map strategic processes that generate 410K+ in annual revenue. Improve sale strategies, structure team morale through department incentives, and create a culture based on friendly competition.Provide detailed and comprehensive training/development initiatives, including shadowing the staff and providing feedback to improve performance. Successfully develop, motivate, and coach employees to exceed department goals.Provide a variety of HR support functions, including scheduling and time sheet/card approval.Manage and cultivate a robust client pipeline by creating leads in the pipeline drive and assessing lead validity.Leveraged Skykick to effectively run a pilot for o365 migration content.Completed a Leader Development program designed to cultivate and shape future leaders.

Chandler, Az

Advanced to a position of increased scope and authority. Received several promotions including Customer Service Agent, Senior Agent/Lead/Coach, and then to Limitations Supervisor. Provided leadership, supervision, and direction to a multifaceted staff in risk mitigation. Met and exceeded customer expectations by serving as escalation stop for customer concerns, identifying needs through probing questions, and responding to their concerns with an appropriate product or service solution. Conducted quality checks and audits on compliance and fraud casework.Conceptualized, created, and improved creative training processes to stimulate growth and development among a staff of 20 customer service representatives. Provided end-to-end staff leadership, including hiring, onboarding, training, terminations, and recommendations for promotions.Oversaw and monitored team performance metrics to exceed operational objectives. Closely monitored achievements, including customer service surveys, cases/calls per day, average handle time, resolve rate, and attendance for the achievement of targets and goals.Researched, wrote, edited, implemented, and trained on various processes/policies, including Know Your Customer (KYC), and Customer Identification Program (CIP).Earned the distinction of “Most Efficient” agent in the company for completing the most cases and at the highest rate of accuracy.Minimized risk and improved competencies by spearheading training on new policies to Limitation/Fraud teams.

Tempe, Az

Provided valued assistance and reinforcement to the General Manager in overseeing, leading, and directing daily store operations. Managed all aspects of store performance, including store-to-store relations, P&L, labor, inventory/product costs, vendor relations, and store maintenance. Participated in the annual business plan development process and assisted in rolling out new products. Contributed to sales and profitability by offering complementary products/services through upselling.Met and exceeded all metrics and goals; held the #1 position in a group of seven stores.Delivered full-cycle staff leadership; managed schedules, hiring, training, development, terminations, employee relations, and performance appraisals.Received top-rated scores on customer surveys by motivating and empowering staff to go above-and-beyond in managing the customer’s experience.