Currently leading the performance of our technical support team, focusing on efficiency and quality to increase software utilization, customer retention and overall customer satisfaction survey scores. Work cross departmentally to provide/create unique solutions and workflows to provide a quality experience amongst high value customers. Direct the daily operations of the teams in order to continuously improve the customer support experience. I establish and maintain standard operating procedures to maximize our reps efficiency and measure key performance indicators during their day to day tasks. Ensure the hiring of high quality candidates, who can handle a rapid change environment and thrive in a company that adapts the Agile methodology. I create employee career pathing and professional development programs that strengthen consultative and other customer service competencies.Day to Day Responsibilities:- Expediting resolutions to customers/clients - Interviewing and hiring of high quality candidates - Mentoring and on-boarding new employees- Identify and report trends in case volume (using Salesforce) to streamline efficiencies in handling/escalating by Reps- Work with Research and Development Team to resolve issues or create acceptable workarounds while investigation is ongoing- Speak daily with customers to alleviate concerns and improve support processes proactively- Currently manage 8-9 direct reports and hold weekly/bi-weekly 1:1's- Subject Matter Expert for our Sales Cloud products and Client Cloud product offerings.

• Managed 3 bar personnel and 10 kitchen operations personnel• Trained and supervised new and existing employees on bar and kitchen operations• Resolved customer complaints• Received recognition for reaching record sales day• Closed out operations at the end of the day; opened operations each morning