• Serve as the subject matter expert in AI software, advising senior leadership on emerging tools and methodologies to maximize reliability and performance. • Establish efficient and secure connections between CCaaS (Genesys Cloud), CRM, and bot APIs.• Provide leadership and motivation to a team of 10+ frontline technicians responsible for supporting 900+ in-person and remote users; facilitated onboarding and training to promote swift integration, high productivity, and adherence to best practices and regulatory requirements. • Supervise the troubleshooting/diagnosis, maintenance, and repair of AV equipment, end user hardware, and onboarding/offboarding controls.• Identify opportunities to streamline and improve ITSM practices to attain key performance indicators.• Generate reports showcasing productivity and customer satisfaction metrics on a weekly, monthly, quarterly, annual, and ad-hoc/per-project basis; explain findings, conclusions, and recommendations to secure approval for proposed actions or changes. • Cultivate and nurture strong vendor relationship with a focus on contract adherence and strategic objectives; engage in negotiations of new and renewal contracts to decrease costs while preserving high quality. • Demonstrate an understanding of department and business needs for operational systems. • Executed routine audits of user access/permissions to critical systems.

• Devised a comprehensive system that enabled cross-department project management derived from business unit needs, requests and feedback.• Interfaced with stakeholders while developing and deploying Jira Projects, including schema designs and automations to streamline workflows.• Championed the implementation of CCPA compliance tracking software utilizing SaaS platform OneTrust to build custom workflows, automation, and webforms to capture customer requests; developed system logic, collaborated with operational stakeholders to design employee training and demos, and ensured adherence to regulatory requirements.• Produced strategic dashboards to manage agent workloads and target management opportunities.• Liaised with multiple business units to uncover potential workflow improvements and determine KPIs for effective strategies.• Partnered with the Business Intelligence team to create API integration with project management software, thereby optimizing visibility into agent productivity.• Completed cross-training on the Zendesk ticketing platform to effectively support team members.• Leveraged technological advancements and process-driven ideologies to mitigate business pain points.• Programmed custom Google Apps scripts to reduce frontline agent effort in daily activities.

• Spearheaded the development and deployment of 170+ process-driven templates and programs written in VBA that reduced employee workload.• Directed the acquisition of two national supply distribution companies that added $3.5M of annual revenue.• Constructed a system to manage an e-commerce catalog that included 90k unique products by recording accurate costs and determining efficient pricing strategies in competitive space.• Informed the selection of pricing strategies and gross margin targets based on assessorial charges on transactions through a system to capture net profitability.• Formulated a profit-enhancing contract strategy leveraging a custom Excel VBA tool to analyze SKU data and identify cost-reduction opportunities across the entire catalog, streamlining efficiency and enabling a $60k gross profit increase by avoiding unnecessary cost reductions on high-velocity items.• Authored training documents and outlined job descriptions for the Operations Department to manage employee performance.• Revamped the existing ERP system to elevate productivity while reducing costs.• Liaised with wholesalers for AP/PO management and EDI connection configuration. • Oversaw the definition, revision, and modernization of operational policies/guidelines/procedures, as well as employee training to standardize knowledge and expectations. • Qualified the feasibility of company projects based on technology/resource needs and market demand.• Bridged communications across internal functions, departments, and organizational levels throughout the introduction of new procedures and corrective actions to improve quality.• Prepared and administered budgets to meet material, equipment, and human capital resource needs.• Enhanced performance management structures and frameworks to strengthen results.

• Led the creation of a suite of programs that built pricing bids for all prospective accounts and illustrated metrics for reasons to acquire revenue at the most profitable level.• Guided the introduction of a program offering high-profit alternatives to current client purchases, extending savings to customers and boosting net profitability for clients.• Defined and monitored service KPIs evaluate customer satisfaction, track customer service incidents, and assess response rates.• Administered the SSL certificates and domain settings for 10 unique URLs used by two businesses.• Regularly updated the WordPress site and proprietary e-commerce platform to integrate general enhancements.• Transferred data between CRM systems while preserving the integrity of customer information for 30k+ contacts and 6k company records/notes.• Conducted analyses of key business functions to identify the factors driving results; synthesized the results into presentations that were delivered to senior leaders and decision-makers.• Conceptualized contingency plans to promote business continuity through cross-training, documentation, and data backups.

• Revamped inventory purchasing process by enabling Excel based formulas in functional sheet to track inventory in real time and assist with inventory purchasing behavior.• Researched and implemented new ticketing software for company (Zendesk) to increase customer communication expectations and transparency for department activities.• Provided primary customer support to internal and external customers.• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.• Collected customer feedback and made process changes to exceed customer satisfaction goals.• Recommended products to customers, thoroughly explaining details.