Contributes to the development of new concepts, techniques, and standards. • Develop solutions to complex problems that require the regular use of ingenuity and innovation• Serves as a consultant to management on matters pertaining to its policies, plans, and objectives• Development of project timeline, project milestones, and project communication plan • Oversee that validation testing is completed (including functional UAT, integration, and regression testing)• Develop test plans and oversee that test scripts are completed• Project Manager/Coordinator for special projects as assigned• Fluent in both SAFE Agile Methodology & Waterfall Methodology • SCRUM Master for multiple projects and AGILE Defects/Change Request

• Responded to daily product, business process and internal systematic inquiries for all customer and technical phone support agents nationwide• Direct supervision of 8 Customer Support Administrators/RMA• Oversaw daily operations of product advance replacements, repair estimates, receiving discrepancies, and RMA entry inquiries• Generated and reviewed daily, weekly and monthly product reports on outstanding RMA’s, Receiving discrepancies, Service repair pending/on-time completion metrics, and employee repair/replacement performance data • Assisted Advanced Technical Group, Receiving, Service, Production, Purchasing/Supply Planning, Finance, and Shipping departments in resolving outstanding order and RMA related issues, and modify existing procedures and business processes to ensure efficient workflow and customer satisfaction• Reported, resolved and tested systematic SAP CRM/RMA related issues with IT and Business Projects departments• Reviewed, authorized and approved customer product Return for Credit RMA requests over $10,000• Trained employees in SAP and CRM to ensure attention to detail and adherence to company policyPromoted in 2012 from Customer Support Specialist to Customer Support Team Leader. Promoted in 2014 from Customer Support Team Leader to Customer Support Supervisor.

Responded in a timely fashion to dealers and Regional Sales Managers for Southwest/Mountain State Residential territories, including High End Accounts, on all order and return related inquiries. • High volume phones and emails• Order inquiries (status, tracking, expediting, and change requests)• Pricing and availability (advise of substitute products if necessary)• Product information (general technical specifications, compatibility, sales promotions, and product drawing analysis • Invoice inquiries (resolve pricing discrepancies and determine if price adjustments are warranted)• Shipping inquiries (freight estimates, damaged, missing/late packages requiring claim processing)• Reviewed orders daily for accuracy, product compatibility and timely delivery• Ran weekly open order reports in their respective regions and resolve open order issues• Shading Solutions:o RSG reports (Right Size Guarantee)o Remakes, Advance Replacements, and Cut Downso Project Manage Shade Support Onsiteso Provided Executive Directors with onsite measurement reports for saleso Followed up with Shade Tech Support regarding open caseso Order Inquiries (status, tracking, and expediting)o Shipping Inquiries (freight estimates, damaged, missing/late packages, lift gates)o Prioritized orders with our Contract Manufacturer Groupo Ordered samples and check status on the company online ordering tool