Maintaining the Franchise Resource Center - Monitoring and updating different department articles that are franchisee facing, providing the franchisees information about how to run their business and also posting webinars from our vendors and Brand Presidents to the event calendar to provide them information on new features available to them. Creating and maintaining franchise profiles to ensure an accurate list of franchisees and their teams for communications and access the Franchise Resource Center. Maintaining the google email addresses for Franchisees and Salon Support - Creating new franchisee profiles, maintaining those profiles, and removing them when a franchisee leaves the system Providing support to the Franchise Consultants by working cross-functionally to answer questions about how to best set up the franchisees for success. Organizing New Franchise Orientation - After tailoring the schedule, I send updates to all the presenters with the finalized schedule, attendee list, and zoom information. I gather the presentations and handouts that will be used and I post the information for the franchisees on the Franchise Resource Center. Next I sent out invites out to the presenters and finalized schedules to the attendees with instructions on how to login and Zoom expectations. When the days come, I host the entire three day event, splitting the group into breakout rooms when needed, bringing the group back together, sending out handouts to the group, introducing and dismissing different presenters throughout the 3-5 day orientation. Communications - Creating biweekly and custom communications to send out to franchisees with information from different types of departments. Updating and maintaining franchise recipient lists along with internal recipient lists. Onboard new Franchise Consultants by submitting a new hire order and providing a "how to" tour of the Franchise Resource Center

Followed up with doctors and different practices to confirm eligibility for disability. Followed up with patients to confirm condition, confirm appointments, and request documentation to confirm they still require long term disability benefit.

Responsible for mentoring and maintaining a culture of engagement for 60 analysts. Monitored phone calls and the tickets submitted to ensure quality assurance, ensuring all tickets were being followed up on. Assisted with escalations of customer complaints if the customer requested to speak to a manager and escalations from salons that required a high type of access to resolve the issue at hand. Managed the IT ticketing system by reviewing all tickets that have not yet been resolved within 3 days, helping resolve those escalated tickets by removing any type of roadblocks or providing direction to the analyst. Created, ran, and analyzed reports upon my supervisor's request.

Assisting in projects from other departments to ensure they would land well in the field, I played a part in this by assisting in the project of closing unprofitable salons. Processed cash reimbursements by gathering documentation sent by the field like receipts and matching them to the list emailed to me. Managed the Operations tickets by documenting calls and emails in our ticketing system in a program called ServiceNow. The tickets would be entered, the answer would be researched, and then resolved with an email or a phone call to the person who sent in the request. Supported the field team by answering their questions by working with other department such as IT, Accounting, Payroll, Merchandising, Franchise, Marketing, and Recruiting.

Analyzing the cost of internet and phone bills for different salon locations saving the company thousands of dollars in unused phone lines and unreturned internet equipment. Ensuring the telecom bills are paid on time while finding and solving any discrepancies, while also contacting vendors for payment inquires. Managing incoming emails from the telecom expense management inbox.

Responsible for mentoring and maintaining a culture of engagement for 60 analysts. Monitored phone calls and the tickets submitted to ensure quality assurance, ensuring all tickets were being followed up on. Assisted with escalations of customer complaints if the customer requested to speak to a manager and escalations from salons that required a high type of access to resolve the issue at hand. Managed the IT ticketing system by reviewing all tickets that have not yet been resolved within 3 days, helping resolve those escalated tickets by removing any type of roadblocks or providing direction to the analyst. Created, ran, and analyzed reports upon my supervisor's request.

Responsible for providing first level technical support to stylist over the phone. Logged, tracked, and resolved calls & issues from stylist in the US, Canada, and Puerto Rico. Assisted with escalated tickets and phone calls from salons that had more serious IT issues.

Quanitrix was renamed to Corelogic, I continued the same responsibilities listed below from before I was officially hired from AreoTek

As a Staff Apraiser Coordinator for Quanitrx Valuation, I was responsible for helping a group of Quanitrix Staff Appraisers with updating their orders and submitting their completed appraisals. Also answered calls from other appraisers that might have had questions.

As an Interational Inside Sales Rep, I supported the international customers. I placed orders for the vendors, provided support to our vendors and installers who called in requesting assistance by helping with the installation or confirming which mounts were best for their devices through calls and emails.