• Developed SAAS strategies that resulted in an 80% increase in customer retention over a six-month period.• Promoted a customer-centric culture to ensure consistent customer experiences across all organizational touchpoints.• Optimized Zendesk analytics to understand customer behavior and improve service solutions.• Managed Customer Support staff, overseeing training, scheduling, and resolution of escalated concerns;implemented AI and machine learning tools to enhance efficiency by 45%.

• Established and documented customer service policies, resulting in a 52% increase in operational efficiency.• Trained team in Knowledge Base utilization, improving first-call resolution rates by 36%.• Led the development of a data-driven Customer Success Model, which enhanced customer retention by 20% in the initial quarter.• Utilized technical skills in Zendesk to streamline data reporting processes, enhancing efficiency and productivity in the customer operations department. • Act as the voice of the customer internally; as the steward of the customer relationship, work cross-functionally with Marketing, Product, and Engineering teams to ensure a consistent and strong customer message was embedded in processes.

• Developed and implemented a customized training module that resulted in a 30% improvement in employee performance • Worked with team members with problem resolution and information gathering, determining needs, and conducting research to find a correct solution. • Developed and implemented stress management strategies for team members, enhancing their ability to handle pressure and emergency situations effectively. • Implemented agile methodologies to adapt to changing team dynamics and demands, resulting in improved efficiency and collaboration • Facilitated team collaboration and communication through regular meetings and training sessions, enhancing overall performance by integrating software quality assurance principles.

• Conducted complete Active Directory restructuring, leading to a 20% reduction in unused accounts and a 15% improvement in system performance. • Generated and presented monthly key reports analyzing availability, coverage, trends, outage times, and budget effectiveness for director meetings, resulting in a 20% increase in operational efficiency. • Recruited and onboarded skilled IT professionals, boosting team communication by 40% and enhancing employee satisfaction. • Managed end-to-end procurement process for IT department, leveraging full access to IT Financials to ensure cost-effective purchasing decisions. • Established a comprehensive organizational chart for ABI by consolidating data from various departments, resulting in a 20% increase in team efficiency. • Utilized technical skills in IT project management to streamline activities and enhance support for new products.

• Achieved top 2 ranking for support tasks, enhancing responsiveness by 20% and accelerating resolution time by 15%.• Streamlined processes with IT management software to enhance Support Center effectiveness.• Coordinated with IT professionals to ensure seamless functionality of the organization's IT infrastructure.

• Coached and taught basketball techniques to the Girls Varsity team at Beachwood High School.• Organized practice schedules and coordinated home and away games for the team.• Fostered a supportive environment by encouraging players and parents to create a motivating support system.

• Managed a team of IT Support Specialists to provide service desk and desktop support at Cleveland Clinic in Euclid, Ohio.• Led incident and problem management, ensuring timely resolution of issues related to Microsoft applications, Citrix Virtual Desktop Interface, and Cisco VPN clients.• Implemented Epic\MyPractice\Mychart configuration, Active Directory maintenance, and documentation of problem resolutions.

• Provided first and second-level contact for hardware, software, and application issues for Forest City Enterprises.• Resolved user-reported problems using advanced troubleshooting skills and following support procedures.• Managed and troubleshooted networks, Microsoft applications, and Citrix Virtual Desktop Interface.

Teach and coach techniques and skills needed for the Basketball program, coordinate practice schedules, and Coordinate Home and away games.• Reinforced encouragement of players to parents in able to create a motivating and energy driven support system

Determine desired images and picture composition, selecting and adjusting subjects, equipment, and lighting to achieve desired effects. Provide excellent customer service oversee all studio functions and sell portrait photograph packages.• Assisted with the control and temperament of customers when technical problems arose.• Dedicated own time and resources to complete packaged orders and ensure timely response to customer to end any further delay.