TheITSupportCenter provides 24x7, immediate, expert IT help desk support for end-users of Fortune 500 organizations.- CUSTOMER CONTACT: First level contact for incoming customer requests across multiple platforms (phone, chat, emails)- SERVICE LEVEL AGREEMENT: Service administration with clients responding and resolving all inbound product and order issues within the company's designated Service Level Agreement- COMPLEX SOLUTIONS: Effective communication and resolution of out-of-the-box solutions for complex customer issues- CRM: Administration of KPI’s and client work orders within the company CRM system- DATA ANALYTICS: Development and review of reports, metrics, and KPIs leading to service improvement initiatives- PROCESS IMPROVEMENT: Contributor to the creation and improvement of internal processes making customers more successful- FOLLOW-UP: Consistent follow-up on outstanding customer issues ensuring that requests are resolved with 5-star service

A long-term employee with a ten-year work history with the company. Recruited into the company as a retail sales representative and achieved multiple promotions to Regional Account Manager.Regional Account Manager - 2015 - 2019 Regional General Manager - 2014 - 2015 Retail Store Manager - 2013 - 2014Retail Sales Representative - 2010 - 2013- REVENUE: Consistently elevated store and region sales 200%+ through a nine-year tenure through extensive training and motivating of franchise owners regarding sales and service best practices- STRATEGY: Improved customer success and client loyalty through the development and implementation of elevated sales and service strategies for 15 franchised locations- TECHNICAL SUPPORT: Trained field teams regarding best practices for providing technical support to B2B and B2C customers via incoming calls, emails, voicemail, and in-person, across platforms and systems- CRM: Managed and tracked service tickets with a high level of detail, ensuring the recording of all contacts, issues, and service follow-up- SUBJECT MATTER EXPERT: SME for regional information, educating teams and customers on converging technologies and how the convergence affects their selection of new products and services- METRICS: Achievement of KPI's for sales, productivity, client service, product knowledge, CRM, inventory control, payroll, asset management, and human resources- PRODUCT EDUCATION: Communicator of essential product education to regional staff and customers during a period of rapid technology change and market expansion- TEAM COLLABORATION: Intermediary with corporate support teams working toward problem resolution while developing expertise with the company's proprietary products and systems- DOCUMENTATION MANAGEMENT: Management of the end-to-end sales and service documentation process, understanding and resolving bottlenecks

Thompson Wireless was the authorized retail distributor of AT&T products and services for Mississippi.- REVENUE: Lead sales consultant achieving the #1 revenue rank in the store by communicating product/service benefits over competitive products- SERVICE: Highly recommended sales consultant who maintained a consistent lead generation pipeline based on customer referrals

Primerica, Inc. is a United States-based multi-level marketing company that sells insurance and financial services.- SALES: Built, developed, and managed a team of Agents that provided sales and service support to current and new customers- RECRUITMENT AND TRAINING: Recruited and trained new agents delivering annual sales goals by using performance management techniques