• Provide leadership to an operational & infrastructure support team and establish strong support methodologies and processes, supporting "cloud-based" service offerings for Adaco• Managed a geographically dispersed team of six including a Database Developer with personnel in New York, United Kingdom and Ukraine that handled 800 tickets per month.• Developed Key Performance Indicators (KPIs) and used data collection, analysis and trending to capitalize type of trouble calls, frequency and duration.• Used KPIs to take a proactive versus reactive response to problems and opportunities, and as a baseline for continuous quality improvement.• Surveyed customers via email to obtain critical data and to improve overall service levels and enhance the client experience.• Combined KPIs and survey data to enhance one-stop service solutions and to build and retain client loyalty achieving a customer satisfaction rating of 96% to 99%.• Partnered with software engineers and shared KPIs to facilitate new product development, upgrades and modifications.• Established support communication channels and processes with disparate business entities and our support team. Established methodology for new user support requests, customer training requests and streamlined the communication channels. • Performed testing and debugging to support new product initiatives serving in a quality control capacity.• Worked in collaboration with cross-functional teams (e.g. sales, new product development) to build consensus and support for positive change in an effort to increase revenues.• Conducted regular 1:1 and team meetings to evaluate individual and team performance, and facilitate development of proficiency in both technical skills and general customer service skills.• Planned, negotiated, and orchestrated the set-up of a technical support office including office layout, telecommunications and network installation in New York.

• Own and operate a service business, holding sole responsibility for strengthening the brand of FPD by creative promotions, marketing, client facing communications, leveraging social media, search engine optimization, and website design.• Develop strong relationships with my clients through personal customer service, with the goal of making lifelong clients and resulting in strong referrals.• Creating operational efficiencies by streamlining the client experience for print ordering, album design and editing workflow.• Enhancing the client experience by providing excellent customer service, a high quality product and an ideal experience for prospects and clients who visit FPD website.

• Directed a team of 25 support personnel.• Captured data to identify most frequent corrective actions.• Used critical data to support design engineering changes and enhanced product offerings.• Coordinated all schedules and routes for a national team to minimize response times to clients.• Created web-based training program for new hires.

• Supervised 150 Field Service Representatives with responsibility for visiting clients' location and service the units.• Maintained relationships with Store Managers to ensure that units had been serviced, and properly stocked and displayed.• Responsible for the recruiting, training and hiring field service personnel for different market areas across the United States.• Utilized mapping software to develop potential routes for Field Service Representatives