Direct and lead the customer success, customer support and product management teams’ daily functions through established strategic objectives, goals, and metrics. Lead and direct product support and development based on the customer voice and critical compliance regulations for HOS and DOT regulations in the US, Mexico, and Canada.Collaborate and regularly communicate with internal and external teams including owners and C-Level executives for both customers and assured Techmatics personnel. (Release Notes Production, Critical Communications and Project Emails.)Develop, implement, and continually improve customer support policies and processes including training plans, Quality Analytics, and knowledge management procedures.Perform billing audits, negotiate and conduct billing dispute conversations as well as upsell and inventory customer accounts for opportunities. Direct offshore call center personnel and contracts while performing as liaison between customers, assured Techmatics and the call center concerning product function, and customer needs including.

Direct call center employees and functions including employee schedules, creating and maintaining KPIs and metrics, as well as monitoring and building customer engagement processes and customer engagement scripts while maintaining and overseeing DIY store management and sales. Recruit, hire, supervise, coach, and direct personnel.Communicate regularly with franchise owners and sales teams as well as corporate and C-Level executives on KPIs, metrics, and current products and procedures.

Manage 15 US Army Corps of Engineers operation sites and maintenance contracts while leading over 70 site supervisors, skilled workers, and laborers performing facility maintenance, janitorial duties and landscaping functions.Manage site budgets through procurement, labor hours, and performance metrics ensuring successful contract adherence and profitability

Customer Service: Direct customer interaction determining the needs and wants of the clientNegotiation: Work with clients, customers an realtors to negotiate the best outcome my clientsContracts: Write and amend Tennessee Association of Realtor contracts for purchase or sale of real property following all legal and fiduciary duties

Cash Handling: Prepare orders, check out customers, perform returns, balance registers in the Pro Service AreaRelationship Building: Network and support Pro Customers, gather their specific needs and provide solutions, visit job sites and determine appropriate needs for each customer Customer Service: Assist customers throughout their shopping experience as needed; Prepare estimates and provide the best options and cost savings for the customer; promote business credit and grow business accountLogistics and Coordination: Prepare delivery of products, receive and track order of products; ensure products are delivered on time and as ordered, perform returns of delivered products, assist with cycle count and IRP with store inventory, perform special order services and ensure to site and/or store delivery as desired

Lead, coach, and develop 45 associates and 4 leaders supporting the US Cellular Operational Network 24x7x365. Implement and continually improve ITIL functions for the US Cellular Engineering Organization. Manage Departmental Budget o Capital: approximately $2.5 million o Operational: approximately $1.5 million Emergency Management and Disaster Recovery: Developed and implemented the Regional Operations Center (ROC), designed to handle catastrophic events and disasters. (Direct POC for FEMA and Homeland Security.

Managed the operations for network operations center 365x7x24. Responsible for approximately 40+ associates and leaders managing and restoring outages on the Operational Network for US Cellular.

Responsible for projects and deployment in the Engineering organization on the US Cellular Operational network.

Manager of the Surveillance center for US Cellular's Operational Network. Responsible for 365x7x24 operations managing approximately 24 associates and leaders.

Supervised approximately 10 associates on shift within the NOC.

Performed routine maintenance and monitoring duties for the US Cellular Operational Network.

Performed as a Security Policeman responsible for security of Priority level resources and personnel and held a Top Secret and NATO level security clearance. • Honorably Discharged• Operation Desert Shield• Operation Desert Storm• Operation Southern WatchStationed at Blytheville AFB/Eaker AFB(Strategic Air Command) Upper Heyford England, RAFB (NATO/USAFE)Kelly AFB (Intelligence Command).