• Worked closely with other team members to plan, design, and implement efficient, scalable applications that support multiple departments with hundreds of users across multiple geographic locations.• Directed the creation, implementation, and documentation of standards that improved user experience, decreased development time, and enhanced client acceptance.• Lead projects that brought $700k+ in cost savings and other efficiencies.• Maintained, enhanced, and recreated existing tools and applications as needed.• Prepared and delivered implementation and change documentation to Operations, reducing training time for end users.• Leveraged cutting edge technology to create responsive, asynchronous user interfaces that allow users to perform their job from multiple types of devices.• Developed back-end services (APIs) that efficiently perform operations and provide robust error handling.• Created templates and code libraries for reuse, simplifying and standardizing the development process.• Quickly prototyped new capabilities and features to test feasibility and provide proof of concept.

• Completed daily paperwork and reconciled cash registers.• Maintained long-term relations with Customers, knowing each by name.• Ensured store’s compliance with State and Federal dispute, collection, credit and other regulations.• Top District Performer through focus on customer relations and store operations.• Supervised, trained, coached, and encouraged staff to improve their confidence and knowledge. Empowered them to act in my absence.• Store became known as the district Help Desk for technological and operational questions. This improved district performance when compared to a 15 minute average wait for the corporate help desk.• Maintain and support district operations in the District Manager’s absence, providing guidance and oversight.• Created numerous Excel documents used as templates by the district.• Prepared, maintained, and delivered training documents and manuals across the district.

Process transactions. Daily store maintenance. Bank deposits. Cash handling.

Inbound customer service with sales intent.

• Instituted training methods and operational procedures, growing a low performing store into a top-performer within 12 months (top 25% company-wide).• Represented the corporation on-air during Weather Preparedness Week, promoting the life-saving benefits of weather technology and how RadioShack can help on the KSFY morning show. This positively affected the sales of stores in the broadcast market.• Plan and execute motivational events to encourage and improve individual sales associate performance.• Provided technological and operational assistance to the district, acting as merchandising subject matter expert.• Provided assistance and on-site training to new managers, helping them get their stores off to productive beginnings.• Provided technological solutions to customers’ everyday problems, programming their radios, cell phones, tablets, and other devices.• Accurately maintained and counted inventory, reducing external and internal loss 15%.

Technical support for a contract call center working a high-speed internet portfolio. Level 2 helpdesk. Supported Win98SE through Windows Vista and Mac OS X. Provided troubleshooting for connectivity issues. Provided assistance with email setup (Outlook, Outlook Express, Thunderbird, etc). Also assisted with premium services (such as Online Video and CA Security Suite setup)

Inbound customer service for telecommunication services with sales.

• Interview victims, suspects, law enforcement, and other parties during fraud investigations.• Extremely high performer, consistently outpacing department standards and expectations. Consistently performed in the top 3% of investigators.• Maintained high productivity while keeping a 99%+ quality rate, recovering millions of dollars through chargebacks, restitution, legal remedies, and other methods.• Designed, developed, and maintained several department databases and applications, doubling productivity and reducing error rates 50% using Visual Basic (VBA), SQL, and C++.• Aggregated data and created reports that helped to save the department $500k+ in potential lost chargebacks.• Acting Team Lead, providing subject matter expertise in regulation, compliance, procedure, and technology.• Department Liaison with Collections, Legal, Customer Service, and other business groups.• Provided on-boarding and change training to department associates, disseminating procedural and compliance changes.• Assisted in maintenance of department websites and their content.

Inbound customer service for a credit card company.

Responsible for providing good customer service to patrons. Manage money. Also administered the companies electronic scoring units, Daktronics sign, and PCs. Often worked alone, maintaining facilities and troubleshooting mechanical problems with the pin spotters. Provided consistent user experience for customers.