Leader of a team of LEGO Consumer Engagement Advisors, and operates within the department Operations team, which oversees all major department customer support functions and department needs. Problem solve any issue that may arise quickly and efficiently in support of overall department success. Oversee all major functions of CS department on a daily basis and maintain peak performance in all areas. Coach to a team of CSE Advisors, review consumer contact interactions for quality and coach proper customer support, etiquette and engagement technique using TGROW coaching method. Analyze consumer contact metric results using Power BI and Salesforce reporting dashboards to determine if consumer support is in line with department metric goals, and coach Advisors to peak performance in order to meet these goals. Very technically driven, with a focus on continuous improvement. Offered subject matter expertise in a number of areas, including customer support & Engagement, product support, and digital device troubleshooting, as well as an expert user of Salesforce and CRM/SAP based customer support systems.

I helped students with troubleshooting software such as the Adobe Creative Suite and Autodesk 3D programs. Troubleshooting various issues gave me a better understanding of how these softwares operated, and some more insight into other applications for these programs.