Effectively communicate goals and prepare our people to deliver exceptional customer service, assisting with daily operations and leadership responsibilities by explaining the “why’s” behind our efforts.Coordinated and drove coaching efforts to increase service attachments to hero product purchases which resulted in a 30% increase over the last 2 quarters.Actively coach and develop team members to hit key priorities and help create individualized short and long terms goalsServe as Managing Leader to empathize and resolve elevated customer service interactions with high success rateKey holder responsible for opening and closing the store and ensuring operational readiness

Supervised teams of 30-40 technicians at several Apple retail locations across the countryManaged daily operations for support team that sees over 3000+ customers weeklyLed focused, collaborative efforts that improved both on-time percentages for appointments (+10%) as well as increased customers satisfaction scores (+20 points). These efforts led to company Ovation awards for significant achievements in both areas for their respective quartersOversaw scheduling, zoning and helped develop and execute training schedules and processes for new team membersResponsible for competency based coaching and development around both individual and team resultsContinuously refined and innovated the customer journey to deliver exceptional service and ensure same day availability

Joined HP as part of HP & Bank of America technology team mergerManaged diverse team of Tier 3 support technicians for network operations centers, bank governance, and incident managersCoordinated and managed vendor activities and projects

Oversaw all telecommunication projects for 9 Bank of America call centers and 27 business units spread out across the countryTraveled extensively to provide on-site team and vendor management for key projectsTeam leader for disaster recovery planning, budgeting, and implementationsLead engineer for all merger/transition telecommunication and call center projects during Fleet Credit Card Services/Bank of America merger