As Director of Customer Services, I am instrumental in propelling customer success through leading customer engagement and seamless cross-functional collaboration. As the company escalation manager, I have established protocols for cross-functional collaboration, ensuring swift resolution of escalated cases.Driving Customer Success:- Over a decade of cultivating a wealth of experience in constructing and optimizing customer interactions, consistently exceeding customer expectations.- Focused on delivering results that ensure customer satisfaction, adept in leading teams and contributing to overall company and customer success.Technical Expertise:- Proficient in leveraging technology to streamline service processes, resulting in improved efficiency and reduced resolution times.- Hands-on experience with various CRM systems, ticketing platforms, and service tools.Leadership and Team Development:- Proven success in leading high-performing service teams, fostering a culture of continuous improvement and collaboration.- Recognized for driving employee engagement, resulting in improved team morale and productivity.

The Principal Solutions Architect Team collaborates with Sales Executives in a consultant role to review and approve proposed solutions, ensure accuracy of cost estimates, manage customers’ needs and requirements as well as to provide pre-sales technical assistance and technical presence and expertise during sales presentations. The unique rolls of the high level engineers that make up the Solution Arichtect Team requires dual responsibilities which keeps them engaged as Tier3 level of support response to include product and resolution consultation with the greater support team.

Added support escalations to daily roll.

Technical Writer - NASA (National Aeronautics and Space Administration)Served as a Technical Writer at NASA where I specialized in meticulously documenting and communicating intricate details of payloads on the Endeavour Space Shuttle.Collaborated closely with multidisciplinary teams, ensuring precision and clarity in conveying complex technical information to Congress for budget approval purposes.Played a pivotal role in fostering knowledge transfer within the organization, significantly contributing to the success of various stakeholders.

Veteran – United States Air ForceServed in the United States Air Force, demonstrating dedication, discipline, and leadership skills. Honed problem-solving abilities in high-pressure environments.Serving in the United States Air Force, I worked extensively with AFDW Protocol, engaging with dignitaries and high-ranking Chief of Staff offices. Collaborated seamlessly with the AFDW Honor Guard, ensuring coordinated efforts and impeccable execution of protocol activities, representing the organization with the utmost professionalism.