•Reproduce technical issues reported on client’s proprietary software/hardware and document steps to reproduce with a high level of detail and accuracy within SLA.•Coordinate with cross functional teams to determine scale of fix and its projected timeline for release.•Catalog known issues affecting the platform and document details for visibility company-wide.

•Identify pain points in task resolution flow and present quality assurance improvement proposals to clients.•Coordinate with an average of 10 cross-functional clients daily to resolve product reliability tasks within SLA.•Identify functional reliability issues in released software through analysis of consumer report data.•Develop, review, and maintain documentation for functional reliability task resolution.•Train new hires in the procedures and protocols of the team to ensure high quality assurance standards.

•Analyzed orphaned documents, identified any associated appeal cases, and determined their intended purpose in the appeal process.•Created new appeal cases in accordance with commission rules and policies.•Reviewed and approved new case setups by junior co-workers before releasing them for scheduling.•Trained new hires in the rules and procedures of associating documents and creating new cases.

•Performed the duties and responsibilities of the Store Manager in their absence.•Maintained and updated sales and inventory reports during store opening and closing accurately and reliably.•Provided excellent customer service for new orders and resolved issues with unsatisfactory orders.•Identified and troubleshot issues with engraving machines and other products related to the engraving process.

•Verified quality of released software by running manual and automated test suites, narrowing down root causes, and reporting them back to the developers.•Developed and maintained documentation for correct software testing procedures.•Maximized return on investment for new desktop systems by researching parts and suppliers and placing purchase orders via correct company protocol.

•Increased achievement of key performance indicators (KPIs) by creating SQL queries to parse and display relevant information from the production database.•Identified which metrics are KPIs for this company by learning the process of assembling printed circuit boards in a professional environment.

• Delivered excellent customer service by accurately capturing all relevant information from the customers in a time-restricted environment.• Expanded company versatility by learning customer service procedures for additional clients

• Helped guarantee accurate inventory counts by performing in-stock checks of all items and correcting any inventory discrepancies found.• Provided the best possible customer experience with limited resources by effectively coordinating tasks with co-workers.• Increased sales and satisfaction by helping customers locate items, giving advice on best products for their needs, and offering alternate choices when items were out-of-stock or provided directions to other Target locations with the item in-stock.• Trained new Hardlines Team Members in the day-to-day operations of the store.