Training / EducationInstall, train, and support various software applications to all levels of staffProvide detailed orientation to all new employees on systems related itemsDevelop materials (training plans, workbooks, hands-on exercises, agendas) and conducted training seminars for staff, distribution force and end usersCreated automated, multimedia motivational, training presentations using Adobe Illustrator, Photoshop, Action, Flash, MS PowerPointDesigned and authored quarterly newsletters and Tech Notes/Tips for staff and clients (paper and digital)Created curriculum and instructed CPE accredited courses for accountantsPlanned, developed and implemented certified installers programCreated Tech Guide for sales force to use during installations / trainingsTechnical Support / Customer ServiceManaged various technical support and customer service teamsMotivated teams with incentive programs to improve quality of customer servicePerformed managerial duties, including: monitored incoming call volume, average hold time, average response time, PIE (phone in ear) time and first call resolution statistics; reported on team’s performance; produced budgetary reports; interviewed job applicants; trained new hires; scheduled work hours; monitored calls to critique reps’ solution skills, bridging techniques and quality of service (attitude); conducted annual reviews and made recommendations for salary increases/promotionsProvided telephone technical support for staff, end-users and sales forceDeveloped “work arounds” to adapt the software to customer needsReceived award for top customer service for 2 consecutive yearsHandled approximately 80 calls per day while generating an average of $1000 in new and upgrade salesWebDesigned, created and published various commercial web sites including: cgrsoft.com, solvairetech.com, midstateclosing.com, babstcalland.com