Non-Profit Data Experts - Apricot and ETO solutions

Maintained internal inventory system; liable for the control of product throughput. Invoiced client product and labor. Onboarded and established new clients in CRM system for proper communication and billing. Facilitated hardware and software renewal tickets for quoting and client compliance. Registered deals through approved vendor portals and negotiated pricing for best value and profitability. Collaborated with Advisors daily to ensure effective account management.

Organized client projects and client launch origination. Updated project statuses and change control daily. Supervised vendors, budgets, and client project closure by utilizing key performance indicators. Consistently communicated with stakeholders in all facets of ongoing projects. Managed four Sr. Level engineers for project task administration using CRM application. Collaborated with all colleagues to drive success of business practices. Guided 10-15 projects at one time, ranging from 20 to 200 billable hours. Project+ training course completion.

Directed consistent communication regarding network environment needs. Worked directly with project engineers to manage projects for successful outcomes. Managed twenty assigned client accounts. Conducted quarterly strategic meetings and assisted with budget planning. Recommended and implemented client technology upgrades based on company best practices. Supervised two senior engineers as direct reports and performed quarterly and yearly performance reviews.

2015-2018 Client Services Coordinator, Trivalent Group, Grandville MIEngage all departments to facilitate risk-managed business success with optimal efficiency.Effectively solve problems and complaints involving customer’s usage of company products.Act as entry and escalation point for clients and Virtual Chief Information Officer’s concerns and questions.Assist in improving customer service, perception and satisfaction through creation of analytical reports.Serve as primary customer interface for service requests and relationship management.Compile effective customer data base files to assist communication amongst management and territory sales representatives.Assure that all required company reports are done completely, accurately, and timely.Consistently show the ability to recognize priorities; and regularly meet deadlines for critical matters.

2011-2015 Service Operations Manager, Trivalent Group, Grandville MIFrontline manager 15 help desk agents. Ensured clients consistently received excellent service in all aspects within the company.Drove performance to stated measurements and worked toward SLA compliance.Acted as a liaison between the Service Desk and upper executive management.Conducted the Midweek Update meeting to confirm proper value was provided to the company and clients.Reviewed invoices weekly for format, presentation, accuracy, and spelling/grammar. Educated customers about features and benefits of products in order to improve product related sales and customer satisfaction.Assessed resumes, performed annual reviews, disciplined, and assisted with employee termination.

2006-2011 Service Desk Team Leader, Trivalent Group, Grandville MICollaborated with territory sales representatives, Service Desk, and engineers for up-to-date communication on scheduling requests for clients.Maintained yearly on-call schedule and participated in manager on-call rotation. Managed subcontractor relationships, assigned ticketing requests, as needed and approved subcontractor invoices. Coordinated daily update meetings.Facilitated yearly professional development day.Participated in required company training.

Other Positions Held within Remex Corporation/Trivalent Group (Merger: 2003)2001-2006 Dispatch/Resource Manager1999-2001 Project Manager1998-1999 Inside Sales