• Develop systems and strategies for providing ongoing support to customers experiencing problems utilizing LTS products.• Establish and maintain good client relations during engagements while also communicating results to customers via written reports and/or in real time.• Identify expectations of clients and take actions to support client experience from a solutions-based perspective.• Ensure that technical support escalations are addressed efficiently and effectively.• Track key performance indicators to ensure operational and customer satisfaction targets are met.• Identify opportunities for process improvement and participate in their implementation.• Manage incidents, changes, escalations on ITIL principles for the LTS software and hardware running on client’s IT infrastructure or hosted solutions.• Coach and mentor technical support team members to develop their skillset and knowledge of LTS software, hardware, and customer service techniques.

• Inspected all waste deliveries to ensure they were abiding by state and federal regulations, process UHWM (Uniform Hazardous Waste Manifest) into internal systems.• Gathered information on weight and yardage of waste and reviewed all special handling requests to properly direct haulers to correct area of disposal.• Ensured correct generator information was printed on manifest, state waste codes, proper billing information, signatures of original generator, and contracted hauler driver signature.• Generated reports related to total landfill revenue, incoming waste tonnage and voided account ticket transactions for appropriate departments by using internal software.• Responsible for generating reports with Microsoft Excel, Access, and SAP analytics to be updated daily and reported to Landfill Supervisor. • Assisted in the installation of computer hardware and software at different Landfill/Transfer Stations during WM E-Manifest pilot program.• Attended training camps and conferences to assist in the training of employees in accessing and implementing new equipment/software at various sites.• Troubleshot and resolved safety, service, and operational issues.• Communicated with customer, employees, and leadership in English and Spanish surrounding service issues, scheduling, and work assignments.• Utilized a variety of software tools to manage a multitude of tasks including, but not limited to: procurement, safety incidents, and contract labor.• Completed valuable data-driven reports as directed by department manager.• Created, distributed, and closed-out customer tickets on a daily basis.