Technical support for Planar Desktop and Large format displays

Merchant Development Account Manager: 2014 – PresentSenior Client Advocate: 2012 – 2014Account Manager Level III: 2010 - 2012 Promoted to positions of increasing authority and responsibility because of strong leadership skills, teamwork, customer service and overall performance.  Effectively maintain quarterly outreach of entire client book of more than 200 merchants, including minimum contact requirements for outbound consultation. Provide clients with tailored… Show more Merchant Development Account Manager: 2014 – PresentSenior Client Advocate: 2012 – 2014Account Manager Level III: 2010 - 2012 Promoted to positions of increasing authority and responsibility because of strong leadership skills, teamwork, customer service and overall performance.  Effectively maintain quarterly outreach of entire client book of more than 200 merchants, including minimum contact requirements for outbound consultation. Provide clients with tailored consultative advice based upon individual needs and current best practice for marketing, design and search engine optimization.  Deliver technical assistance for qualified merchants with a merchant value of $100,000 and above.  Serve as Google Analytics report analyst to offer optimization expertise to clients. Provide exceptional customer service while delivering efficient troubleshooting support over the phone. Consistently write weekly document to inform small business team of updates, new releases and changes to policy. Played a key role on pilot billing team training new hires to use billing system to reduce inbound calls for standard frontline agents.  Served as floor support and liaison between billing team and management after employees transitioned to frontline. Show less

Watch Instant Specialist: 2009 – 2010Technical Support Coordinator: 2008 - 2009Technical Support Representative: 2006 – 2008Customer Service Representative: 2006 Promoted to positions of increasing authority and responsibility because of strong leadership skills, teamwork, customer service and overall performance.  Played a key role in restructuring technical department to tiered system to increase departmental efficiency. Performed a major role in the creation of… Show more Watch Instant Specialist: 2009 – 2010Technical Support Coordinator: 2008 - 2009Technical Support Representative: 2006 – 2008Customer Service Representative: 2006 Promoted to positions of increasing authority and responsibility because of strong leadership skills, teamwork, customer service and overall performance.  Played a key role in restructuring technical department to tiered system to increase departmental efficiency. Performed a major role in the creation of the customer service representative technical knowledge base. Provided extensive troubleshooting of Mac operating system and networking. Served as point of contact between the technical department and various departments within the company. Provided exceptional support to customer service representatives and to escalated external customers. Supported migration of knowledge base to Microsoft SharePoint to increase departmental efficiency. Played a key role in the creation of the Watch Instant technical database. Assisted in creation and implementation of new hire training for Watch Instant. Conducted extensive research in streaming technologies to enhance customer offerings. Created several time-saving tools to effectively streamline tasks and provide uniform results. Show less

Facilitator: 2005 – 2006Co-Facilitator: 2004 – 2005Peer Mentor (Pilot Program): 2003 – 2003Customer Service Representative: 2003 – 2003  Promoted to positions of increasing authority and responsibility because of strong leadership skills, teamwork, customer service and overall performance.  Played a major role in restructuring training material and methodology of adult learning to enhance employee training efficiency. Created training materials for greater… Show more Facilitator: 2005 – 2006Co-Facilitator: 2004 – 2005Peer Mentor (Pilot Program): 2003 – 2003Customer Service Representative: 2003 – 2003  Promoted to positions of increasing authority and responsibility because of strong leadership skills, teamwork, customer service and overall performance.  Played a major role in restructuring training material and methodology of adult learning to enhance employee training efficiency. Created training materials for greater understanding of supported product to increase staff skill levels. Generated extensive database for consistent and uniform ranking of graduating learners. Effectively provided new hire screening and termination as required. Proactively continued phone work to stay abreast of current trends and usability of tools to further refine training. Meticulously performed bookkeeping of new hire classes, including attendance, disciplinary action and assessment scoring.  Determined final ranking based on performance of new hired for schedule and team assignments. Conducted continuing education classes for customer service representatives to ensure enhanced proficiency. Provided new hire orientation to effectively aid in employee retention. Show less