I supported the transformation of early childhood education by providing an easy, trusted and empowering experience that enabled our customers to achieve greater success.This included managing a team and supervising the work of offshore contractors, including conducting 1:1s, training and performance management. I was also involved in setting goals and objectives, creating an internal QA scorecard, increasing efficiency by implementing process improvements and serving as the escalated point of contact for customers. I was an integral part of bringing the voice of the customer to light.The company was recently downsized by 15% as a result of COVID-19.

- Directly managed the Client Services, Managed Services and Internet Services teams.- Served as escalated point of contact for ~120 customers with monthly managed services agreements.- Prepared Support Agreements for new and renewing customers. Clarified service expectations, terms and pricing as required.- Instituted team and company-wide operating targets with the result of improving support response times. Company metrics were bolstered from 40% to over 80% since June 2018.- Developed and implemented improvements to company processes and workflows.- Responsible for the implementation and continued administration of company CRM (Autotask).- Raised operational and cultural issues as well as proposed resolutions at weekly leadership meeting. Strategized with Leadership Team to set annual and quarterly goals.- Set company standards for customer service; reported on weekly and monthly metrics.- Implemented client satisfaction surveys and scoring company-wide.- Conducted 1:1s and quarterly coaching sessions with direct reports; set individual quarterly goals and milestones to ensure achievement of team objectives and continued development.- Led weekly team meetings to review quarterly progress and to create an open forum to resolve issues and share customer feedback.- Responsible for all stages of hiring, including: recruiting, interviewing, extending offers and onboarding.

- Resolved escalated client inquiries and service issues via email and phone; documented case details in Salesforce CRM.- Developed metrics and provided complex analysis regarding telephone traffic, call distribution and service performance to leadership.- Planned and prioritized departmental activities to achieve overall company objectives.Initiated and managed deployment of new processes to improve team performance metrics and customer experience.- Created team training materials and knowledge articles.- Interviewed, hired and onboarded new team members. Established routine performance measures incorporating 360 degree feedback. Introduced performance improvement plan guidelines and parameters for coaching sessions.

- Maintained accurate voter registration records in accordance with Nebraska state statutes.- Verified provisional voter eligibility using various statewide databases.- Worked in concert with the Election Commissioner to update voting precinct boundaries following the 2010 Census.- Updated and maintained maps for voting precincts. Worked directly with county agencies to update GIS mapping. Manually updated ES&S software with precinct assignments by street address.- Answered policy and procedure questions from other county agencies, government officials and the general public.