Became a Certified Glass Technician within 60 days. This included comprehensive learning with a written and practical exams. Quickly became aleader in sales and NPS (Net Promoter Score) with a consistent score of 98-100%.In charge of a fleet vehicle that serves as a mobile glass shop. Safely and professionally operate a company vehicle to and from customer sitesthroughout the workday. Certified in the recalibration of ADAS (Advanced Driver Assistance Systems). The IT of vehicles. This includes making sure all driver assistancesystems are back to OEM standards. Making sure the technical ADAS components of the vehicle are working properly. Possess the necessary skills to troubleshoot vehicle trouble-codes in the ECU before beginning the installation process. Trouble-codes of a certainnature can cause recalibration to fail, leaving the vehicle undrivable.

Streamlined the emissions test from 7 minutes to just 3 minutes. Doubling the amount of motor vehicles that can be tested per day. Handle screening, interviewing, and hiring of new staff, processing payroll, and bookkeeping. Trained staff on identifying and decoding code mechanics on system analyzers. Engaged with staff on how to work with customers in a professional manner.Increased sales by 15% using social media and other local advertising including sponsoring local causes. Created contracts with local companies with vehicle fleets to service all vehicles at Quick Stop for an emissions test. Companies include FedEx, Idaho Transportation Department, Idaho State Police, UPS, Safelite and multiple local businesses.

Was tasked with creating a Customer Service Team for technical support for OWW service and devices. Quickly learned how to troubleshoot serviceand device issues by phone or email. Keeping detailed notes on addressing customers technical service and device issues creating a system to pass ontoour team. Handled all escalated customer service tickets that team members were unable to solve.Implemented, supported, and trained a customer service team from the ground up within the first 3 months. I created the policies & procedures, along with the complete process for the customer service team to follow to support OWW's customer base via email, chat and phone.I held weekly collaboration meetings with my team to discuss new ideas to better serve our customer base. These collaboration sessions were basedon weekly data collected by Zendesk. Support customer service team through Slack with uncommon issues and questions. Exceeded expectations when asked to revamp sim and hardware shipping. Revamped shipping policies to cut costs by over 30% and reduced the timeit took to ship by 50%. Rewrote and initiated return policies that created a $4 dollar profit from a previous loss of $13.80 per device return. Collect, process, and organize customer data in Google sheets and WordPress. Setup weekly meetings with leadership to review sales and churn data, and implemented training and policy changes with support staff to reflect the changes in the market.

Oversaw Service & Repair Centers in Boise, Twin Falls ID. Pearl City, Kona, and Hilo, HI. This included traveling to repair centers at least quarterly. Fixed internal issues within the Service & Repair center upon being hired within the first six months. Handled all escalated support tickets for Sprint customers. Would work closely with customers to determine the issue and replace parts in their deviceas needed.Increased the CSAT score to 4.9 stars up from 2.1 in less than 6 months. Discovered and addressed the reason for the lost/stolen devices and createdsolutions to prevent this from reoccurring. Turned a profit within 4 months after Impact Wireless owed Sprint over $40,000 for lost devices.In 4 months created and implemented a system to track and log replacement devices and repaired customer devices. Created an inventory system for cellular device parts used and harvested. Responsible for ongoing training for all Service & Repair agents at all 5 locations. Training included device troubleshooting, device repair andcustomer support. Worked with closely leadership team on how to better turn a profit and provide better support and service to customers.

Was the last line of help when customers had issues with internet service. I would diagnose and work to resolve all issues including service calls to thecustomer’s home if over the phone support failed. Supervised tower maintenance running crews who would swap or add new antennas on the towers. Performed the upgrades and installs requiredequipment at tower location as more antennas and equipment were added to support growing customer base. Repaired /replaced outdated or broken equipment as needed. Programed new tower modems, power systems and upgrade firmware via laptop.

Generated wireless broadband sales from a retail store or kiosk location. Ensured the store is operational and ready at all times. Worked towards ensuring each customer had a positive experience. Educated customers regarding the benefits of products and services, as well as answer questionsregarding equipment, coverage area, pricing, and availability. Exceeded monthly quota of 45 units per month by over 30 units. Maintained an average of over 75 units sold per month. Participated in outbound sales efforts including out of store marketing and other special promotions. Troubleshot and addressed customer concernsrelated to equipment or service. Was in charge of creating a monthly schedule for the retail location and mall kiosk for a total of 16 sales reps. Moved to a new position as a Field Tech 09/2005.

Sales of new and used cars.