-Manage domestic and global client queries and requests for service and product-Manage software/hardware implementation schedule for clients using ERP system-Manage domestic and global client software/hardware fulfillment projects-Train clients on operation of MTS system -Coordinate with Director of Sales (Americas) on multiple high-level projects to transition clients to new Learning Management System

Founded in Seattle WA in 1994, Maritime Training Services, Inc. produces and distributes maritime-specific safety training videos with assessments (Digital Licenses & DVD) and Computer-Based Training (CBTs), as well as printed material covering key safety and regulatory issues facing the maritime industry. MTS also provides a marine-specific On Demand/Learning Management System in two versions (NUC PC & online), allowing access to videos & CBTs with the ability to track attendance, produce reports, and manage crew training plans.

- Managed day-to-day operations of customer-facing teams to meet the needs of over 18,000 warranty/repair claims and 50,000 customer queries annually- Addressed escalated customer issues and resolved conflicts in a diplomatic and professional manner- Worked closely with QA and Safety teams to ensure compliance and alignment with company business goals and objectives- Analyzed inventory requirements to ensure purchase orders are placed in a timely manner for parts, tools and supplies; worked closely with supply chain team for timely delivery- Worked with product managers and designers to conceptualize, test and initiate product design modifications to mitigate warranty repair claims- Communicated company business goals, objectives, and expectations to teams and drove to deliver results- Determined and measured expectations of staff; mentored, coached, trained and developed leadership skills and technical competencies- Analyzed performance metrics and identified improvements; developed, designed, and implemented processes and systems changes to increase team efficiency, product improvement and service levels - Created, administered and delivered annual employee performance reviews- Managed yearly operating budget to include staffing, bonuses and promotions