Independently owned record store in Akron, Ohio

Blended role using all of my previous experience: people manager, technical advisor, project manager, customer success/escalations manager, and director. Managed a team of 5 across four different products, each with different directives.

The on-premises product, used by most of our 300+ clients, was given an end-of-life, and all clients were mandated to move to the cloud product. As the only person deeply familiar with both pieces of software, I was uniquely suited to manage this large-scale migration. All client-facing work was under my direction.

Returned to lead Client Support during a time of transition, both in staffing and in product. Was a temporary role from the beginning but was a productive year,

Responsible for leading a team of Customer Success Managers towards developing customer relationships that promote retention and loyalty. Working closely with customers to ensure that the VHT software satisfies their business needs.

Lead a multi-shift Help Desk comprised of technical support professionals working 24x7, 365 days per year, supporting customers worldwide. This position will ensure all customer contact, notifications and escalations are executed or followed up within the customers required Service Level Agreement (SLA). Provide mentoring, coaching, and disciplinary actions to help ensure the success of all help desk professionals. Address staff scheduling, monitoring and performance evaluations. Ensure all professionals are provided open communication relating to performance and achievement of targeted productivity goals.Support the framework for a best-in-class customer support center as well as build and retain a qualified team of professionals by addressing the importance of managing the customer support center's image and exceeding customer expectations by elevating customer care and professionalism. Required to develop and support various training programs, which will provide help desk professionals with advanced skills for delivering excellent support and customer care.

Annual Akron, Ohio show of Handcrafted Accoutrement and Attainable Art made by local, independent artisans. People you know and love, things you need and gifts you want. There will be some food, some drink, some music and a fabulous venue provided by Musica!We look forward to many years to come for this annual event. Show your love to those that toil away on their passions for you to purchase!

Manged projects for this small IT consulting firm and it's contractors. Converted them from a "bug" reporting software to a PM software, Implemented weekly updates with clients also On-site management with clients.

Neighborhood Organization with a focus on historical preservation.I converted their books to Quickbooks.

Office Administration, Bookkeeping, Customer Service, Your Gal Friday