Provided back-office and administrative support to leaders of four regional field sales channels. Coordinated employee access to job-specific tools and applications. Created and managed processes and projects to assist with increasing sales production.•Managed 2020 "Fall Rush" sales initiatives to ensure incoming college students were aware of their service options as they returned to student housing. Analyzed historical sales data to establish benchmarks for sales progress, resulting in performance averaging 10% over goal despite pandemic conditions.•Developed and managed Field Sales Incentive Process to help leaders conduct meaningful incentives while maintaining adherence to budgets ranging from $1k to $15k monthly.•Analyzed regional and divisional sales results for each sales channel to work with leaders to design incentives to increase sales productivity. Used data obtained to compile ad hoc reports for leadership.•Coordinated and acquired necessary resources to quickly pivot team from office work environment to remote work environment as a result of the COVID-19 pandemic.

Provided back-office sales support to internal and external sales staff of four regional field sales channels.•Facilitated integration of regional field sales support into divisional sales operations Center of Excellence (CoE) model which included but was not limited to providing support via phone and assistance via ticketing application.•Regularly pulled and analyzed ticketing system data to coach team areas of improvement as well as provide reporting to leadership on primary contact reasons.

Provided back-office sales support to internal and external sales staff of five regional field sales channels. •Developed a ticketing application for efficient processing of customer billing adjustment requests.--Established guidelines for submission, along with QC procedures.--Use of the tool minimized unnecessary billing adjustments, resulting in a savings of $1.2M YOY (2015-2016).•Developed and maintained a workflow application for effective and efficient issue submission and resolution.•Analyzed and reported team metrics on a regular basis and provided recommendations for improvement in order to ensure adherence to established monthly goals.•Created reports for leadership team showing reliance upon support team, identifying activity patterns and trends for coaching, feedback, and corrective action.

Provided back-office sales support and commission processing for the Direct Sales team.•Aligned sales operations support team to act as a helpdesk with a single-point call solution to ensure efficient handling of requests received from direct sales team.•Reviewed and audited commission discrepancies to ensure accurate payouts.•Analyzed and processed bi-weekly commission payouts for all regional in-house Direct Sales Representatives (DSRs) and DSR supervisors, managers, and senior managers (450 employees), averaging ~$1M per pay period.

Managed agents who provided phone support to video, voice, and high-speed internet customers.•Supervised teams consisting of senior agents and general technical support agents.•Created an internal helpdesk phone number for agents having complex customer concerns to receive additional support in resolving those concerns, eliminating hold times incurred by locating a senior agent.•Developed web-based resources to minimize the need for an agent to contact a senior agent by phone.•Analyzed and reported team productivity data and sales results daily, weekly, and monthly to identify trends.•Communicated relevant product updates to agents as well as pertinent methods and procedures received from various channels to ensure accurate work performance and training compliance.•Demonstrated ability to resolve or drive resolution of escalated customer concerns received.

Provided internal peer support to technical support specialists; provided tier 2 technical support to high-speed internet customers.•Performed advanced diagnostics and troubleshooting techniques to assist technical support specialists with resolving complex customer issues.•Regularly interacted and communicated with technical operations supervisors, dispatchers, and field technicians for schedule updates, service appointment status, and escalated customer concerns.•Communicated customer-impacting outages and planned maintenance to employees to ensure proper customer awareness.

Held various positions within the City offices - Meter Reader, Sidewalk Inspector, and Clerk/Typist for the Building & Engineering department.Involved with the analysis of office systems (computers, phones, applications, etc.) to ensure they were prepared for the Y2K cutover.