Software Training and Service Associate • Effectively documented and tracked technical issues • Delivered initial and ongoing trainings to clients • Assisted with data management for CRM system • Worked efficiently with various computer programs • Acted as the first line of support to solve business and client technical issues

Workforce Development Specialist, Peer Support Worker • Drafted and delivered Work Ready training as a facilitator • Marketed all workforce resources available to employers, including OJT, Work Experience, and Apprenticeship • Compiled data on targeted laid-off workers, and track their progress • Established and maintained support for job search, job readiness, or placement • Advocated for workers and help resolve problems and remove barriers to training and job placement

 Develop and coach representatives on their performances, resulting in being Verizon’s number one tech team in the nation. Facilitate team meetings, trainings, agendas, and scheduling. Partner with operations, supply chain, network engineers, and workforce development to ensure seamless interactions for customers and representatives. Resolve escalated customer complaints and issues, resulting in greater loyalty and wins for the company and the customer. Collaborate with leadership to ensure compliance and exceed KPIs for supervisory performance, resulting in overachieving customer resolution goal by 7%. Demonstrate leadership by overseeing and supporting both individual teams of 10-12 representatives, as well as a department of 50 representatives.

 Founded and managed store specializing in the rapidly changing cellular industry. Governed all financial, inventory, pricing, and personnel elements of the business. Coached employees on an ongoing basis to ensure relevancy in the emerging market. Managed accounts for municipalities, businesses, and consumers, including the Dover Police Department and Mayo Regional Hospital. Maintained sales of $150K-200K a year.

 Established and operated fast-paced casual dining restaurant. Managed all aspects of the business, including hiring, payroll, marketing, and bookkeeping. Supervised, trained, and developed a staff of fifteen. Designed interior and exterior of restaurant from the ground up