• Manage daily support of the field in the areas of hardware and software applications via the Restaurant Support Center. • Coach and progress Team Leads to effectively manage and guide their employees while providing excellent customer service. • Maintain and develop relationships with all Service Desk employees to ensure the motivation and direction of the department is always clear. • Continually strive for a positive end-to-end customer experience. • Analyze and report statistical trends to satisfy the needs of the business. • Heavily involved in multiple IT and company initiatives including: e*Restaurant, BLIMP, Social Media, Remedy Updates/Modifications, Career Development and Training.• Work with cross-functional RSC departments to educate the business on IT initiatives.

Manage a group of 7 employees in a fast paced call center environment for a dental claim clearinghouse. Track all calls and tickets to ensure that the customer’s needs are being met to the satisfaction of the user and business. 60% of my time is spent on managerial duties while 40% is spent on hands on customer relations and technical assistance. Work extensively with engineering and development management to implement bug fixes as well as enhancements to the end user application. Develop and maintain an online WIKI knowledge base used by the entire Client Services, Sales, Retention and Production Support Teams. QA new software and provide feedback to ownership based on customer surveys and queries. Identify and resolve high priority client issues and requests from beginning to implementation. Delegate tickets to the appropriate staff for timely resolution of all issues.