Responsible for overseeing and managing all daily operations for a mobile device repair shop; including, inventory, scheduling, interviewing, hiring, revenue tracking and reporting, marketing, networking, employee management, coaching, and training. Mobile device troubleshooting, issue isolation, software help and hardware repair; including, battery, screen, charging port, and other internal components. Customer service, sales, developing rapport and maintaining strong professional relationships.

Routing, Mapping, Providing coaching for DOT violations, drivecam events, and issuing corrective action write ups. Great understanding of appian, peoplenet, driverpro, drivecam and other relevant softwares in the grocery and food service industry. Tracking equipment in fleet, Communicating with External vendor about mechanical issues and repairs, and ensuring all DOT requirements are met before sending tractors and trailers out on the road. Monitor routes, logs, and delivery times. Speaking directly with customers about incidents and issues concerning transportation staff or equipment. Scheduling, making sure routes are covered. Making real time judgment calls and business critical decisions for all aspects of transportation. Understanding of p&l sheets, budgets, forecasting, and other important financial related processes. Reviewing and manageIng Metrics and KPI.

Provide immediate assistance and support to customer service representatives concerning escalated customer inquiries and problems.Identify customer needs and determine appropriate solutions to resolve all issues and concerns.Identify and present customer service solutions and/or additional products and features that may be beneficial to the customer.Work with appropriate internal departments and contacts to resolve issuesComplete system documentation and tasks to assure follow through of appropriate actions.Leverage tools and processes (including prepared responses) appropriately.Strive to meet defined metrics for productivity, quality, and customer experience.Maintain thorough systems, network and product knowledge.Collect escalation data to identify opportunities for service improvement (e.g., reduce escalations).

Employee management – running the call floor, authority for all concerns, entrusted by operations manager to make real-time business critical decisions Owning quality related metrics of a team of advisors and coaching to themReviewing customer satisfaction surveys and providing feedback Leading team meetings, round tables, and one-on-one coaching sessions Transaction monitoring (remotes & incubes)Submitting tickets to IT, Help Desk, and Engineering personal Attendance tracking (issuing warnings & clerical processes) Conducting over the phone interviewsPayroll duties – handling paid time off requests (tracking and submissions)Extensive Microsoft Excel usage (reporting, filtering, data entry, formulas, etc.) Selected as a standout leader to assist with the opening of a new site, and was relocated to Rochester, NY.Performed sit down interviews with potential candidates, and had final discretion for offering employment.Influenced all aspects of performance management including staffing decisions (including hiring and terminations as appropriate), goal setting, development planning, performance evaluations, performance improvement, motivation and recognition.Managed a team of front line employees with a primary focus on providing effective coaching and team building, timely and accurate monitoring and reporting of performance measures.Provided ongoing feedback and discussion with employees regarding what’s important, how are they’re doing, and priorities to improve.Evaluated team and department level data and trends to drive improvements. Provided suggestions that impacted business processes and helped balance the needs of all stakeholdersProvided clearly defined process, process mapping, and workflow documentation implemented process improvements and/or recommendations, Key metrics analytics and recommendations to address challenges. Improvements in key metrics

Final path of escalation for all technical matters (Apple iOS mobile devices & iTunes program); which means, in some cases correspondingwith engineering personal, and continuously following up with customers until their issues are 100% resolved.Empowered by Apple as a supervisor with the discretion to issue refunds, customer satisfaction codes,and appeasements to customers when deemed necessary, also the final decision maker for all situations tough or indifferent.Providing consulting agents from lower tiers of support with helpful advice and assisting them with their cases, but also having the discretion to take over the contact when determined necessary. March 2014 Employee of the Month (Adecco IBM Boulder).Managers Excellence Award recipient (100% customer satisfaction on 16+ surveys) July 2013, October 2013, and January 2014.

Completed 3 weeks of Apple NAT trainingfor new hires. First line of support for technical support (Apple mobile devices & iTunes program). Troubleshooting and isolating issues to be software,hardware,network, or user error – then providing a solution accordingly.Handling account security issues for Apple customers (resetting passwords and security questions).Received promotion to Tier 2 after 2 1⁄2 months of service on the account.