Develop and leverage user stories, beta testing, user research, and user interviews to identify and experiment with new formats and measurement methods to improve performance

Served on a remote team of 20, collaboratively converting generated leads into partnership clients, on average of 10 conversions per week, generating a total of $215,000 in revenue during my 10-month contract.

Lead a small team of 15 to ensure that supply chain functions remained fluently scheduled, to maintain customer satisfaction, by ensuring that all orders were fulfilled accurately, (95% rate), shipped, in addition to arriving on time, with minimal damages. This allowed the Technology Solutions segment to routinely operate at full capacity.• Accurately managed team’s time to ensure that daily orders were pulled, packaged, and shipped before deadline by scheduling and delegating appropriate tasks to team members. This resulted in a 95% success rate of order delivery, barring any weather disasters or emergencies.• Trained team members to use warehouse equipment, such as handheld devices, inventory management software, and manual equipment, as well as, cross-trained in multiple departments such as Accounting, heavy machinery, etc. this allowed the opportunity for cross functionality to improve the effectiveness of the organization when team members were occupied on other tasks.

Promoted to Team Lead within 2nd year. Improved efficiency of customer support department by identifying customer needs, researching issues, then providing solutions through email.• Improved customer service through optimization, troubleshooting, as well as, speed of handling inquiries. Decreased Active Call Handling time from 11 to 8 minutes, and email response time from 8 hours to 3 hours by becoming a subject matter expert of products.• Prioritized customer happiness by maintaining 95% Quality Assurance grade on all customer points of contact, phone, email, thus reinforcing the firm’s brand of quality customer service.