Oversaw day to day management of Technical Support and Customer Service Call Center operations such as Service Level objectives, schedule adherence and strategic skilled based call routing. Oversaw response center operational budgets and forecasts including managing the development of implementation of policies and procedures.• Established operational objectives and work plans, and delegated assignments to subordinate supervisors. Reviewed objectives to determine success of operation. • Developed, modified and executed company policies that positively impacted immediate operations.• Focused on quality, best in class service having an immediate impact on the customer experience. Ensured consistency and excitement in team development approach through KPI’s• Worked on complex issues where analysis of situations or data requires an in-depth knowledge of the company. Participated in corporate development of methods, techniques and evaluation criteria for projects, programs and people. Ensured budgets and schedules met corporate requirements. • Had overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods. • Successfully managed a team of 150 with 8 direct reports. (2) Sr Supervisors, (6) supervisors.

Led Technical Support and customer service team that Interacted with customers both pre and post-sales support. company sales and/or service representatives to handle a variety of pre- sales and post-sales service functions. Receive customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges.• Provided strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. Managed all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzed operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.• Developed customer service department procedures. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Reviews warranty claims. Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.• Managed 6 supervisors with 135 FTE’s.

Provided direction to employees according to established policies and management guidance. Organized, hired, fired, coached, trained and developed Advanced Network Support team. Responsible for new hire training, monitoring all call metrics, conducting 1 with 1's with all agents. • Administered company policies that directly affect subordinate employees. Recommended changes to unit or sub-unit policies.• Provided direct supervision to professional and/or skilled employees (i.e., 37 FTE’s with Advanced Network product support skill set). Acted as advisor to unit or sub-units and became actively involved, as required, to meet schedules and resolve problems.