Account Management: Conduct annual reviews for all assigned dealerships and performed in-depth business reviews for top accounts.Sales Growth: Build robust sales pipelines exceeding monthly/annual gross profit goals and foster increased Annual Recurring Revenue for assigned accounts.CRM & Technology Expertise: Ensure efficient use of CRM and quoting tools, maintaining accurate customer data and activity logs within Salesforce.Software Demonstrations: Deliver high-level presentations showcasing Ideal solutions to existing customers.

Using ITSM to formalize and improve all aspects of IT Service Management across all ATI business units, including incident, problem, change/release, and asset management.Leveraged IT service management (ITSM) principles and best practices, utilizing ServiceNow to streamline work activity and prioritize tasks effectively. Played a key role in developing and deploying ITSM policies and procedures, ensuring consistent standards and monitoring adherence across the corporation.Championed a data-driven approach to service management. Delivered presentations and reports that provided clear insights into service status and trending, enabling proactive decision-making. Advocated for the implementation of core ITSM processes, including incident, problem, change, and configuration management, demonstrating their value and positive impact.Led the change approval board, fostering a collaborative environment for evaluating change requests and ensuring alignment with business objectives. Provided direct oversight and guidance to the help desk team, fostering their development and ensuring consistent delivery of high-quality support.Maintained strong relationships with external stakeholders, collaborating effectively to achieve shared goals. Continuously stayed abreast of the latest IT industry trends and best practices, ensuring the adoption of innovative solutions to optimize service delivery.

Led a high-performing Help Desk team by providing daily coaching, regular feedback, and overseeing the hiring and annual review processes. This ensured all team members possessed the necessary skills and knowledge to deliver exceptional technical support.Developed and implemented work schedules across three shifts, enabling 24/7/365 support for POS systems, peripherals, back-office computers, and corporate employees across all locations.Demonstrated a deep understanding of Yesway's retail systems infrastructure, including point of sale, back office, credit and fuel networks. This expertise allowed for hands-on troubleshooting, including software/hardware installations and system configurations according to defined procedures.Further contributed by coordinating software deployments, participating in regional store migrations for on-site support, conducting post-resolution follow-ups with end-users, and analyzing trends to identify and prevent future technical issues. Additionally, reinforced Service Level Agreements (SLAs) to manage end-user expectations and ensure consistent delivery of high-quality service.

As Device Support Manager, I played a pivotal role in driving customer retention for a new subscription-based product at Brink's Inc. I led a team of agents, analysts, and supervisors, ensuring timely and effective resolution of issues on customer devices like smart safes and recyclers. This involved comprehensive problem assessment, dispatching third-party vendors when needed, clear communication with customers, and effective escalation management. Additionally, I provided on-call and email support, managed team escalations, and developed business requirements for software enhancements. I collaborated closely with technical developers to guarantee functionality in a lower environment before production launch.Furthermore, I fostered a seamless customer experience by actively liaising with other Global Support Team groups. This collaboration ensured efficient information exchange and joint resolution of customer issues. I also maintained strong cross-functional relationships with Sales, Support, Operations, and Product teams, addressing customer feedback, escalations, and project needs.Continuously improving service levels was a key focus. I worked collaboratively with the team to establish documented procedures and implement a formal training program across all roles. My commitment to staff development included setting objectives, providing training and coaching, mentoring team members, and recruiting and integrating new additions to the team.

Focused and results-oriented leader, I provided a differentiated experience for Signet's internal customers. I achieved this through motivating, leading, and developing my Store Technology & Services team members. My commitment ensured the highest quality operations, hardware, and software support for a variety of Signet Jewelers locations.I fostered a high-performing team environment by establishing performance goals for quality and efficiency. Additionally, I actively monitored ticket queues and took corrective actions as needed to ensure timely processing. Furthermore, I ensured phone calls and ticket quality evaluations were completed promptly.Attracting and retaining top talent was another key focus. I achieved this through team member development, promoting engagement, and providing regular feedback.My proactive approach included monitoring exceptions and adhering to the departmental payroll plan while ensuring appropriate staffing levels to meet peak call volumes. Additionally, I established a clear communication process with Technical Support staff, fostering consistency and operational stability.