· Extensive background in Customer Support Center Management Operations, Business Analyst and Program Management · Colaborated with sales and marketing to streamline employee benefit enrollment programs which resulted in reducing program costs by 15% · Worked with account management teams and customer advocates to expedite customer issues and corrective actions· Sucessfully managed high priority customer inssues, reducing the time to fix by 22%· Sucessfully developed/implemented several training plans for new Customer Service Reps· Excellent business, communication, interpersonal and decision-making skills· Continued commitment to improving the customer experience while researching new ways to streamline support center processes and proceduresSpecialties: •MS Windows XP/2000, Office, Visio, Project •Mars and Coinco coin changers•WANS, LANS, WIFI, TCP/IP•CAT 5 installation •PCs and Disk Drives• 6110 Contact Center Manager•Lotus Notes •Mitel 3300 Switch Speed Queen Washer/Dryer maintenance/repair•Various Snack and Drink Machines;Lance, Dixie Narco AP and Crane