Over 5 years experience managing a help desk for a large super market retailer. Managing over 800-1000 inbound phone calls, 400 emails and 200 web browser contacts per day. Responsibilities included training 35+ analysts, Scheduling for 24x7 364 day operation, and hiring to maintain staffing levels. Also performed quarterly performance metrics for coaching analysts for peak performance.

Tech lead for POS and retail back door applications. Authored resolutions for Knowledge database. Reviewed problem tickets for technical resolution. Coached associates on problem determination for faster and more accurate resolutions.

Responsible for trouble shooting POS and back office software and hardware related issues. Received 40-50 inbound calls per shift. Used customer service skills to effectively interact with store associates.

Responsible for maintaining accurate POS pricing in entire store, including shelf label accuracy. AchievementsReduced average hold times from over 5 minutes to just over a minuteReduced call volume by anticipating potential issues that would elevate inbound calls and proactively address issues.Attended Help Desk Institute seminar for the past two yearsCompleted CSG Communication skills trainingTook leadership roll in adding new functional area to the help desk that supports all issues between retail stores and warehouse distribution facilities. Developed process maps for all known issues in project. Also set attainable service levels per issue.