Primary advocate for our support vendors within Dropbox, and the primary Dropbox advocate for our vendors.Work directly with remote vendors to ensure SLAs and KPIs are all met, and kept customers in focus to ensure they had a positive support interaction.Manage large scale projects with significant impact to the company and customer experience, and optimized processes and tools to streamline knowledge transfer and agent support capabilities.

Directly managed a department of over 70 agents. Developed and implemented operations and quality processes for department. Managed and improved client relationship for the department. Decreased response times from 72 hours to under 8 hours. Increased quality from 83% to 95% across the team. Covered Program manager tasks such as client management, implementing and managing new client projects, and reporting program health to executive teams.

Directly managed upwards of 23 agents, meeting and exceeding all monthly delivery expectations of the Service Delivery Manager. Created and delivered training to new contact center in Ireland. Optimized processes for efficiency and quality.

Working directly with management to ensure that support specialist meet daily standards for support for a third party cloud software company. Sorts tickets to the it proper channels to expedite support. Also working as Support Specialist working directly with large clients with over 1,000 user teams. Provide specialty support and also assist with training other specialist on the program and processes.

Worked directly with clients to ensure they have the best job fit all stages of employment, from hiring to succession planning.

Work directly with customers to ensure they happy and expedient repair experience. I organized vehicles through the repair process, assisted technicians in making sure all repair needs were met, and helped write small estimates.

In this position I assisted customers throughout the repair process, worked directly with insurance companies as a direct repair representative. I was also in charge of setting up the workflow of the vehicles through the shop and making sure that all repairs were top quality and passed rigorous inspection.