- Led numerous troubleshooting calls to solve technical issues with company IT departments to maximize the company's productivity - Collaborated with IT departments across a variety of cultures, levels of competency, and department sizes ranging from dozens of contact points to one person businesses- Created various documentation to assist in newcomer training resulting in a streamlined and effective onboarding process- Consistently exceeded KPI targets such as case closures and customer satisfaction metrics- Earned the PDM Administrator Professional CPAP Certification

- Demonstrated strong interpersonal skills during calls by reviewing customer profiles, building a strong rapport, diffusing tense situations, engaging in needs-based conversations, identifying customer-centric solutions and escalating when necessary decreasing call resolution times by 13%- Reviewed customer profiles and questions in a needs-based conversation to identify permanent solutions & escalate when necessary resulting in faster call resolutions and customer satisfaction- Upheld customer trust and Kroll’s integrity, by adhering to ethical, legal, and company regulations

- Effectively managed inventory weighing up to 75lbs reducing associate physical strain and searching time by applying operations management principles- Fostered a safe employee environment by conscientiously performing daily machinery inspections, adhered to safety protocols, and delegating all labour equitably - Reduced idle time and maximized productivity by innovating on tasks to streamline monotonous processes, utilized time management strategies, and co-ordinating approaches to novel situations with colleagues

- Led teams of Apprentice Installers by teaching, active listening, and delegating tasks based on strengths resulting in efficient installs and satisfied customers- Marketed and sold products through presentation demos, engaging in needs-based conversations, and closed sales using studied sales tactics- Streamlined installations reducing installation time by 20% and costs by 16% by optimizing tasks for cost-effectiveness, labour productivity, and prioritizing communication with colleagues- Innovated on repair processes by reducing troubleshooting times by 20% by creating troubleshooting manual with principles, flow charts and rules with specific exceptions

- Utilized time-management techniques to increase worker productivity in a fast-paced environment- Effectively communicated with customers in needs-based conversations to sell suitable products and resolve conflicts heightening customer satisfaction, retention, and sales- Organized, loaded, and quality-checked merchandise to maintain inventory management and uphold product quality

- Cooked food in high quantities in high-pressure environments in accordance with health and safety standards- Complied with workplace health and safety standards to prevent contamination and illness upholding a higher standard of care- Collaborated and communicated with other volunteers to streamline tasks to maximize workplace efficiency