• Conceptualized Standard Operating Procedures (SOPs) to streamline enrollment and improved close rate by 19%.• Designed and implemented customized training programs aligned with Key Performance Indications (KPIs) resulting in measurable performance improvements.• Conducted needs analysis crafting customized insurance packages based on individual requirements for union presidents and leadership.• Facilitated workshops to engage employees in problem-solving activities and promote a culture of continuous improvement.

• Led the release of multiple new doorbell hardware products, surpassing adoption expectations by 65% over the projected target.• Built and maintained strong relationships with top residential and enterprise home security companies including accounts with over 200,000 customers.• Tracked client satisfaction and retention metrics deploying over 100 software and software enhancements. • Minimized 32% of device-related issues by proactively addressing issues and monitoring customer health metrics.• Overhauled customer onboarding processes, ensuring seamless integration of products and solutions.

• Implemented continuous education and training programs for 100+ senior Tech Support representatives.• Decreased average Technical Support call volume by 28%.• Recorded technical challenges and oversaw the resolution and implementation of related software and hardware improvements.• Facilitated onboarding process for new clients and provided comprehensive product training sessions to increase user proficiency and satisfaction.

• Resolved 35-50 internally escalated issues monthly.• Owned internal communication channels maintaining a monthly post volume of 15,000 messages.• Acted as primary contact for escalated technical issues, formulating detailed troubleshooting procedures, and generating Best Practice documentation.• Analyzed key performance metrics related to escalations, such as resolution time, customer satisfaction, and issue recurrence rates to drive performance improvement.