Managed daily tasks of the Site Coordinator team which maintained and supported a 1500+ inspection site network. Trained, developed and counseled Assistant Coordinators plus provided feedback on performance. Responsible for recording issues to our software developers concerning our application. Assisted management with interviewing and onboarding new employees for our department. Participated in yearly System & Organizational Controls (SOC) audit.• Transferred 90% of the supplier network to the Mobile AI inspection submission application.• Onboarded 15-20 new supplier locations monthly which increased quarterly revenue in the IRM division.• Conducted team with site reach-out effort in 2022 successfully defeating veto of Regulation 79, which kept car insurance inspections mandatory in New York State.• Awarded Service Excellence in 2021

Handled incoming & outbound calls answering potential clients inquires in regards to Social Security paperwork and company retainer package. Successfully dealt with both angry and emotional clients. Interactions with supervisors to solve client issues. Managing phone assistance with potential clients.•Running/Managing package department with oversite by supervisors.•Received perfect attendance award for 4 months in a row.•Recognized for sample worklog that is now used in training program.•Recipient of customer appreciation award 3 times.

Quickly addressed and resolved customer technical troubleshooting issues and provided support to over 200 field service technicians. Processed onsite repair requests for customers and vendors. Built strong relationships with customers, always providing outstanding support and service. Led training sessions for newly-hired employees and provided strategic leadership and direction to a five-person dispatch team. Created a new filing system to organize and manage customer email accounts. Provided back-up technical troubleshooting for the Lowes support team.•Collaborated with upper management and several field service technicians on various high-profile projects including work ticket creation for FedEx and Dollar Tree wireless switch rollouts.•Honored with yearly performance bonuses over three consecutive years for exceeding departmental goals.•Participated in supervisor conference calls to evaluate overall field service operation effectiveness—partnered in updating and transforming the standard operating procedure (SOP) manual for onsite service.

Assessed customer needs, opened trouble tickets, and quickly resolved customer issues. Received training in many different facets of Symbol/Motorola including Customer Advocate, Dispatch, and Sears/Lowes support functions.