• Communicate with customers via salesforce email , chat channels.• Utilize open bet software to grade and view wagers placed by users.• Adhere to company kpi and metrics. Average handle time , average wrap time , and contacts per hour • Utilize GeoComply to ensure users are following location policies for sportsbook• Handling multiple contact simultaneously while ensuring customer satisfaction scores are above 75% • Communicate in a remote environment by utilizing slack and zoom platforms.• Software troubleshooting for sportsbook application and GeoComply

• remote call center setting assisting 70-80 customers per day on device iOS issues and troubleshooting the following ;• Billing issues• Fraud management• Product feature inquiries• Resolving username and password difficulties• Troubleshooting email, wi-fi connectivity and web browser issues• Navigating customers through various applications• Data back-up, sharing & synchronization troubleshooting• Verifying proper hardware and software configuration and set up• Diagnosing and resolving issues including internet connectivity, email, application downloads, and more• Mac and iOS software configuration• Device troubleshooting and software maintenance• Meeting daily kpi’s and SLA per clients request

• provide new hire training and coaching while new associates are in nesting• assist supervisor with any outstanding escalations including customer escalations and benefitexception overrides• call quality monitoring for new hires• trained new hires in groups of 12 on processes and system navigation.• assisting with side by sides insuring employees are meeting all goals and expectations.• responding to emails and questions placed in tram chats while the supervisor is Way or out on pto

perform first-level diagnosis and troubleshooting support to end-users and customers. Working under minimalsupervision,receive calls and inquiries, provide support in accordance with established processes anddocument incidents and remedies. escalate complex incidents to second-level support personnel. Provideexcellent services through phone to IT users for basic end user related hardware’s and software’s, desktoprelated LAN network systems.Configuration and resetting the network access accounts whenever required.Installation of new hardware’s and software’s.Processing software’s and hardware’s by coordinating user setups, installations and upgrades.Provide training to end users.•providing HRIS support - payroll , time clock issues , job requisition unlock, benefit enrollment •Managing Citrix sessions •Active Directory•shortel troubleshooting •Sharepoint system access•password resets •configuring vpn• printer set up / troubleshooting Working several accounts on a help desk

Market Development manager - provided sales assistance to several stores within my district - achieving monthly quotas and helping maintain a relationship with the sales associates and Motorola brand

Wireless technical support for Verizon wireless - provided aaaiatncw to Verizon in store reps on how to reduce device return rate in a call center environment . Made outbound and received inbound calls. Troubleshoot smartphones, laptops, tablets, and other advanced devices•Accurately document customer interactions in multiple platforms i.e., Citrix, Verizon portal •Ability to communicate clearly and succinctly both verbally and in writing•Research wireless blogs and manufacturer sites looking for documented device issues and their solutions•Work retail hours that includes: nights, weekends, holidays, and overtime- As a customer engagement consultant I worked closely with CEO and founder of E-Transform .•Researched small ioT companies via LinkedIn and crunch base .•Cold calling to start up companies •Worked on government bids RFP and procurement.•Secured funding using a work assessment software (Best work data ) AccomplishmentsTop dog award -save rate 78%

Responsibilities as store manager •Perform monthly cycle counts and merchant initiated returns. • I also performed inventory stock balancing •Trained 5-6 wireless team members . Making sure goals are met and exceeded .• I also trained all new hires within the district ,making sure they had product knowledge , aware of policy andprocedures. knowledgeable of opening and closing the kiosk.•opened up target mobile kiosk, set up display and demo phones. •Checked inventory of all carriers, verizon at&t and also sprint. Checked in shipment. •Interacted customers answer questions about contract and devices. • set up new activations to meet daily sales goals. insurance goals and accessory goals were met by achieving50% in those categories. Accomplishments•met all sales goals including upselling and attaching insurance on devices . Customer feedback and servingthe guest while being able to answer questions regarding billing and device features. number 1 store in thedistrict . •I also became the southeast region all star by achieving goals daily and weekly three months in a row .• District leader of 14 stores in the Atlanta