Roofing, Siding, Window, Bathroom Specialist

Focus on building, educating and growing distribution in Asia, EU, Latin America and Canada. Build relationships based on service, success and mutual trust, and leveraging those relationships to increase sales for scientific instruments.Responsible for over 50 international partners, pricing, partner performance and goals.

Mesa Laboratories, Inc. designs, manufactures, and markets electronic instruments, supplies, and disposable products for industrial applications and healthcare.

Managed daily and weekly metrics and agent productivity for a team of approximately 16 agents. Compiled weekly and monthly operational reports and analyzed data to address any variances in team performance. -Planned and implemented training curriculum for all new and current employees-Develop processes, methods and procedures for Tier 2 escalation to Tier 3-Created and presented staffing requirement plans. Forecasted staffing needs to address seasonal call volume increase. Plan allowed for a proactive change in agent staffing levels to more adequately handle anticipated call volume.-Managed daily operations of team; ensure metrics adherence and Agent productivity. Monitored customer satisfaction feedback and address escalated customer concerns. Utilized escalation procedures to negotiate and resolve customer issues.

-Resolved all post-sales customer inquiries to completion. Coordinated with internal organizations and customers to drive tickets to closure.-Provided assistance for the selection and implementation of the trouble ticketing and CRM systems.-Developed processes, methods, procedures and training materials for all customer relations activities including the following:-Routing of incoming customer calls-Routing and resolution of customer e-mail inquiries-Web based customer care-Troubleshooting and problem resolution for all customer inquiries (e.g., billing, account/ contract issues, server and network issues, etc.)-Documentation and tracking of customer interactions-Updating trouble ticketing, billing and CRM systems-Ensured that the relevant conditions of the customer SLAs where met

-Researched and implemented Siebel Mid Market Edition throughout all departments within company-Administration and development for Siebel Mid Market Edition-Developed processes, methods and procedures for Tier 1 escalation to Tier 2-Documented and tracked of all customer interactions-Implemented Nortel Phone Switch and toll free number for customer support-Planned and implemented training curriculum for all new and current employees

-Supervised and assisted with the monitoring of the performance of Global Center’s network; diagnose network troubles and effectuate repair actions-Performed Unix System Administration tasks including changing DNS entries, assigning IP addresses and building routes-Troubleshot internal routes-Customer latency/packet loss issues-Configuration of routers, modems, and other types of telecommunications and networking equipment-Developed weekly scheduling for 30+ employees on 24/7 schedule-Interviewed and hired of all NOC technicians-Wrote and implemented procedures for network control centers-Handled escalation of trouble tickets from Supervisors of control centers-Planned and implementation o