Eddy Smith Email & Phone Number

New Jersey, United States

•Advanced technical support/root cause analysis to drive complex hardware and software issues for ELD (electronic logging devices) to resolution.•Developed and administered training to industry-leading logistics companies for product usage.•Facilitating train-the-trainer sessions onsite with end users to increase engagement and product integration •Leading interdepartmental communication and calibration initiatives to ensure timely resolution of customer issues.•Collaborate with Fortune 500 clients to record desired product features and concerns and manage corresponding/resulting projects to completion.•Monitor cutting edge IoT products used by international transportation and logistics corporations to ensure device performance meets contractual standards and exceeds customer expectations.•Maintain consistently high visibility to promote fast and efficient communication of thoughts, concerns, and ideas.

Smyrna, Ga.

• Responsible for the administration, funding, collections and servicing of a $110M consumer loan portfolio.• Managing 180 support specialists,20 team leads and 10 supervisors.• Developed and implemented departmental policy and training programs that increased KPI compliance by over 300% year over year. • Responsible for liaising with CFPB, BBB, state and federal authorities, and businesses owners to resolve escalations and drive compliance to all applicable standards and laws.• Interviewing, hiring, terminating and managing performance. • Managed car-connected IoT devices to ensure timely payments, asset location, and contract compliance.• Administered employee performance improvement plans.• Communicating vital information to key stakeholders and executives.• Resolved escalated customer complaints and disputes.• Created, executed, and monitored inter-departmental projects and plans to implement company-wide improvements and changes.• Exceeded company goals for profitability and customer satisfaction with a 92% success rate.