Trained new employees on the proprietary Digital Records Management System.Successfully completed CAMELOT Management Training Program.Assisted customers with troubleshooting accounts and mobile device access.

Maintained and troubleshot guest kiosk terminals including imaging, updates, and restorations.Trained employees on the Oracle Property Management System during its initial rollout.

Managed a team of 100 at varied locations across central and southern California.Interviewed, hired, and trained approximately 30 new employees. Oversaw vendor management and supply chain logistics for five stores.

Handled 100-150 daily inbound customer service calls while maintaining high customer satisfaction.Provided technical support and troubleshooting for customers experiencing online issues.

Provided second-level technical support for web-based online gaming center supporting 300,000 members throughout the world as part of a team handling over 4,000 calls and emails a day.Managed various areas of support, which included broadband connectivity, payment processing, account provisioning, application installation, configuration, and upgrade issues on a mix of Windows and Mac operating systems.Responsible for resolving escalated technical issues within the department and provided software training to junior employees and individual customers.Achieved high level of customer satisfaction through patient, methodical approach to problem resolution, with majority of calls resolved within the company's 10-minute requirement.