Directly managed six Operations Team Leads and oversaw offshore transition from US to Manila and subsequent ramp down of stateside employees.Responsible for all SLA/KPIs for Rider Support, including root cause analysis, trend analysis, and developing mitigation strategies and solutions when under target.Prepared and delivered weekly, monthly, quarterly, and annual business reviews to client executives, product managers, and various stakeholders.

Managed communications between Cognizant and client stakeholders, including formal reporting of Service Level Agreements and Key Performance Indicators, cascading relevant information to supporting teams.Maintained a SME level of understanding of the client’s product and support workflows.Monitored all SLA/KPIs, provided analysis into shortfalls, trends, and root cause analysis while escalating focuses to appropriate teams and leading process improvements.Coordinated between all teams including extended shared teams, such as HR, recruiting, training, and other backend supporting teams.Performed internal audits of QA data, such as calculation formulas, rubric scoring methods, and data outputs for confidence and data integrity.Implemented a feedback management system for immediate agent quality assurance feedback.Acted as a hiring manager for the Rider Support department, including reviewing potential hires resumes and performing virtual and on-site interviews.

Tech support and customer service for the E-Learning Department using the Moodle LMS Platform. Handled escalations and accounts requiring a higher level of customer service for customer retention. Directly contacted customers and internal employees regarding changes to account statuses, updates on employee training, and answered questions in regards to OSHA regulation changes and training requirements. Compiled reports and delegated work for a team of 3 LMS Administrators utiliing SalesForce CRM. Trained new employees and developed Standard Operating Procedures for all departmental functions.

Responsible for assisting Catalog Distributor accounts in North and South America at the Corporate level. Authorized return of materials for stock rotations, failure analysis, obsolete products, and scrapped goods. Determined prioritization for urgent issues with quick analytical and problem solving skills. Directly assisted clients and acted as liaison between the client and Microchip Technology Inc. Reviewed sales orders for improvement and expedited delinquent orders with planning.

Corporate Sales Support for Japan, ASEAN, India, South Pacific, and Korea. Global sales support for Schneider Electric.Compile Global Reports for Regional and Corporate Status-To-Target, Corporate Backlog, and Holds for corporate use.Enabled document control for Global Sales Support training material, including developing new material and reformatting documentation for continuity throughout the company on a worldwide scale.Created a 300 page software user guide for Microchip Technology, which is now currently being used globally.Acted as a liaison between Field Sales and all other divisions of the organization, determining prioritization of issues and driving urgency to resolve escalations quickly and effectively.

Directly supervise, train, and coach production staff in ensuring tasks and deadlines are met.Review production files to ensure all manual sales are completed.Determine prioritization for departmental goals.Consult with upper management on the state of the department and manual production.Produce documents upon request to assist with sales and customer service.Investigate lapses in production quality and direct corrective action.

Research, Development and Implementation of compliant Health, Safety and Environmental policies for a diverse field of organizations and businesses, with focus on Gas, Oil, Petroleum and Energy industries, for North America, the United Kingdom, and Australia.Act as a liaison between Safety Services Company and high-profile clients in developing highly customized safety material for the ever-changing needs of both large and growing companies.Assist clients with self-audits of safety programs and policies, and creating mitigation strategies with quantifiable target dates and goals for completion.Assist clients reach the maximum score possible with a multitude of third-party auditors and regulatory agencies.Train internal employees on OSHA regulations and product knowledge.Strategic consulting in multiple departments within the organization for better flow of production and customer service.100% customer retention rate and client paid rate on all sales.

Time divided 50% between Team Lead duties and Technical Writing duties.Assisted in supervising a rapidly expanding department with focus on providing exceptional customer service, research and development, and third party qualification assistance.Personally worked with clients to reach maximum compliance with a multitude of third-party auditors and regulatory agencies to ensure their ability to win contracts and job bids.Reviewed and revised current safety policies, customer safety materials, and developed new safety training material and policies.Communicated with clients worker’s compensation and insurance companies, and assisted clients with occupational health and safety statistical data entry and recording.Identified new opportunities for safety in the workplace, and developed multi-million dollar selling products.Reviewed clients OSHA 300/300A logs for inconsistencies and verification that all incidents listed were recordable accidents and revised as necessary.

Cross-trained in all departments.Assisted in the remodel of the Flagstaff, AZ Hastings in July of 2008.Assisted in building a temporary location for the Flagstaff, AZ Hastings in January, 2009 after a snowstorm caused the building to collapse. Temporary location move and set up was completed before the expected completion date, and under budget. Received a personal letter of recommendation from the District Manager.

Seasonal PositionPromoted to "Product Advisor" in the electronics department within two weeks of employment.Assisting potential customers with product information.Assisting with Point-of-Sale and cashier duties.Ensuring the aisles and product shelves were neat, clean and organized.Acted as a Team Lead during the largest sale day of the year (Black Friday)Unloading and restocking new product.