Global Services Department.We help others come unto Christ by providing exceptional customer service globally to members, leaders, employees, and friends of the Church. We achieve this through Christlike service, supporting, and utilizing technology in a simple and efficient way.

• Technical Support for Dell EMC VNX Series and Unity Series storage arrays; SAN and NAS• Enterprise File and Block storage, server hardware, and virtual environment support. VMWare, Windows, Linux• Network troubleshooting; host to SAN connectivity issues, Cisco, Brocade switches, fabric cabling, ports• Resolve complex hardware and software issues, remote troubleshooting to rapidly resolve data access issues• Respond to customer phone calls and service requests for reported problems and inquiries• Act as a customer liaison and point of contact throughout the ticket lifecycle• Collaborate with various internal teams to troubleshoot, analyze and resolve storage-related issues

HawaiianBeachRentals.com-Helped people to find lodging and plan their trips to Kauai, Maui, Oahu, and Hawaii.-Worked with property management companies, suppliers, and homeowners to plan and arrange lodging for travelers.

• Responsible for driving the success of DealerSocket products and services for assigned car dealerships; DealerSocket CRM, DealerFire websites, iDMS, AutoStar, Finance Express• Resolve complex problems, increase adoption, ensure customer satisfaction and retention, and create opportunities to introduce new DealerSocket products• Establish a trusted strategic advisor relationship to drive value of products to car dealerships in AR, OK, MS, LA, TN, KY, and WV• Advocate for the customer including resolution of issues and push for product improvements• Assist customer in achieving their goals through the establishment of agreed upon performance metrics

• Recruited, interviewed, hired, and developed an exceptional Customer Support team; in 14 months, hired 35 employees and grew a team to 50 skilled technical support engineers• Escalation manager, handled customer escalation calls, discussed next steps and action plans and followed customer reported issues to resolution• Held weekly calls with IT Executives from Oracle Top Accounts• Managed the dedicated help desks for Oracle Top Accounts including Carlson Rezidor Hotels Group, Intercontinental Hotels Group, and Wyndham Hotels Group.• Created a working relationship with my team and the Sustaining Engineering, Development, and Cloud Operations Teams, streamlining hotfixes, patches and updates to resolve product defects more quickly• Oversaw service request queue management, assignment, quality; reduced SR backlog by over 500% in 6 months• Facilitated and coordinated internal training curriculums and schedules to increase employee product knowledge and skills development. Created a 3-week new hire product training and mentorship program, scheduled weekly Hot Topic Trainings for my team to learn from product experts • Coaching and career development to increase productivity and positive morale• Using Key Performance Indicators such as number of inbound calls answered, abandoned calls, call handle times, busy time ratio, case closure percentages, and other KPIs, continuously identified areas of improvement and guided my team to be more productive and efficient while providing improved customer service • Effectively collaborated with other managers and cross-functional teams through weekly calls and implemented ways to decrease customer call wait times, case resolution times, and to improve operational efficiencies• Guided my team to increase Same Day Resolution of cases by 65% and First Hour Resolution by 94% in 9 months

• Oracle Cloud Central Support Team; Oracle CRM, HCM, and ERP Fusion Applications Support• Promptly assisted in resolving application and server issues through constant communication with the customers and Oracle extended teams until there was complete resolution and customer satisfaction• Scheduled and managed the P2T (Production to Test) Refreshes for Fusion Cloud Customers • Communicated with C-Level and IT Executive customers to assist with their product implementation in preparation for Production Go-Live • Collaborated with Oracle Cloud Operations, Development, and Networking Teams to fix complicated issues and product defects

• Business Systems Administrator for CRM On Demand and other Oracle hosted SaaS products• Promptly handled customer CRM On Demand, Analytics, Support Portal, and integrated SaaS product issues through research, troubleshooting, and resolution• Successfully maintained licensing contracts for 400+ companies and 100k user licenses in APAC and LAD Regions• Effectively handled provisioning, delivery and configuration of customer tenants on Oracle servers within global data centers• Delivered outstanding guidance and support to customers, enhanced customer satisfaction and user adoption through continuous post-sale service and successful customer engagements with Oracle CRM platforms to guarantee full utilization and value• Provided keen oversight to customer SaaS product contracts and subscription terms, collaborating with customers, Oracle partners, Finance, Order Management, and hundreds of Sales Reps in more than 40 countries• Increased customer renewals and revenues by pursuing software-as-a-service contracts and subscription terms; relayed renewal opportunities, customer reports and analytics to Sales• Consistently recognized by customers and peers for resolving difficult issues and providing exceptional customer service; recipient of several On the Spot Awards for excellent service and completing complex projects

• Played an integral role in managing accounts and carrying sales quota for Fortune 500 companies• Spearheaded the construction of pipeline and the development of strategic relationships with partners and field sales reps in enhancing and closing sales through forecasting, account resource allocation, and planning• Dynamically acquired new opportunities as well as delivered customer solutions presentations, value propositions, and CRM demonstration• Functioned effectively in negotiating with C-level and VP-level executives for pricing and sales closing; new markets penetration; and new practices for staff coaching and training• Formulated relationships with install base customers for CRM On Demand, Siebel On-Premise, and other Oracle applications to expand the Oracle footprint for existing customers• Negotiated customer user agreement contracts; engaged Legal and Business Operations teams

• Discovered, qualified and acquired potential sales opportunities for Oracle and Siebel CRM applications through strategic call campaigns and marketing events; performed requirements analysis with prospects to find solutions• Collaborated with field account executives, technical account managers, and sales consultants to strengthen relationships with account base and maintain and maximize revenue for new and existing customers

• Provided sales and customer service call excellence• Consistently generated more than $100k of monthly revenue• Secured vacation rentals and planned complete ski and summer vacations for customers travelling to Hawaii and resort towns throughout North America• Consistently achieved a Close Rate of 150% of company average, among top call metric performers • Enhanced customer vacation experience, resolved satisfaction issues, strengthened supplier partnerships

-Travel Agent for US Resort Towns throughout North America. Assisted customers with hotel, condo, and home reservations for their vacations. -Complete vacation package sales for lift tickets, ski rentals, airfare, ground transportation, and activity planning.

-Managed a team of 18 people in a call center environment-Interviewed, hired, and developed a call center staff, provided coaching and process improvements-Training on service and sales techniques, product training, information systems, company policies -Managed sales performance reports and metrics, goals and projections-Cultivated relationships with suppliers and partners-Resolved customer escalations

-Managed all shipping, receiving, and warehouse operations-Supervised a team of five warehouse workers-Re-organized the warehouse to streamline the outgoing national and international shipments

-Traveled to 18 US States to manage staffing, training, product distribution and sales at more than 60 Costco Stores

-Used cars and new Ford car and truck sales. -I was the first person hired by the dealership to be a full time internet manager to contact leads generated by our website, autotrader.com, and other sites.

-PC Computer, Laptop, and Software Sales-Led training classes on computer media and software

-Home Electronics, Computers, and Home Appliances Sales-Presidents Club

Customer Service in Home Improvement and Electronics

Grocery Store

Concrete roadways, curbing, and road prep.