• Managed a team of Service Technicians who repair and deliver customer service to customers and give customers recommendations of their Audio & Video systems.• Performed daily activities including creating work orders, and daily scheduling customer invoices and quality standards, and coaching.• Worked with the sales and development team to work with new customers and make sure they are taken care of with the preventative maintenance contracts.• Developed and work with project managers to keep parts inventory levels up and be able to keep projects going on time.

• Managed a team of 6 Field Service Technicians who repair and deliver customer service to customers and give customers recommendations of their compressor systems.• Performed daily activities including creating work orders, and daily scheduling customer invoices and quality standards, and coaching.• Worked with the sales and development team to work with new customers and make sure they are taken care of with the preventative maintenance contracts.• Developed and work with vendors to keep parts inventory levels up and be able to obtain noninventory parts.• Manage work orders to measure profit margins and profitability for the department and company goals.

• Managed a team of 6 Field Service Managers employed in a call center who provided customer service to technicians and IT companies across the country. Developed training program for Department.• Performed daily activities including creating work orders, and daily call center statistics and quality standards, and coaching.• Worked with the sales and development team to roll the enhancements out to the operations area.• Developed and provide statistical data reports for weekly and monthly for DiverseNet teams on customers and business trends.• Compile data and conduct monthly reviews for operations team for performance bonuses and quality standards.• Manage work orders to measure profit margins and profitability for the department and company goals.

• Managed a team of 6 dispatchers employed in a call center who provided customer service to contractors and utility companies across the country.• Developed a Google Docs spreadsheet program that the department could get updated data and keep information for the daily operations of the business.• Prepared new documentation for process improvements for the different departments of the business.• Prepared test plan and performed user acceptance testing for new software and updates for the Salesforce platform using Jira to communicate with development team.• Used ALM 11/Quality Center to log defects identified during testing.• Worked with the development team to roll the enhancements out to the operations area.• Provided training and documentation to managers and field technicians on Salesforce programs.• Performed daily activities including payroll data, creating work orders, and daily call center statistics and quality standards coaching. • Managed the equipment for the operations side of the business to ensure that the equipment was maintained and operational when needed.

• Manage a team of 30 dispatchers employed in a call center who provide customer service and dispatch 811 tickets to locators in the field. This is a 24 x 7 operation.• Developed a training program for new team members and setup a SharePoint site to store work instructions and procedures. • Develop and monitor departmental budget and expenditures. • Member of the conversion team that is responsible for moving records from Mobile Dispatch to the TicketRX system as a result of a recent acquisition. Perform User Acceptance Testing for the converted records.• Perform call audits and coach customer service dispatchers to provide great customer service to customers and locators in the field.

• Performed comparisons between vendor price files and Aurora’s database to calculate cost and perform price analysis on inventory of parts.• Maintained cost records system including vendor pricing lists, recommending the best purchase quantity, and updating the buyer’s guide. • Maintained price records including maintenance of customer pricing levels, maintenance of discount matrix, maintenance of gross margins on all parts, and daily review of pricing exceptions.• Prepared price books for publication to customer base. This includes completing a full margin review and preparing the files for cost and price update.• Maintained customer records including customer set up, customer changes, customer purging, and maintenance of all shipment addresses.• Maintained vendor master in DST system including vendor set up, vendor changes, and vendor purging

* Supervised team of 14 client services representatives employed in an inbound call center. Responsibilities included hiring, training, employee development, payroll, implementing and reporting call center performance metrics. * Identified and managed deliverables required for the Employment Services Division to obtain ISO9000 certification. This included documenting processes, establishing performance metrics, meeting with internal and ISO auditors, implementing auditor recommendations, and bringing staff into compliance with performance metrics. * Implemented UCN call routing telephone software across multiple geographic locations. Responsibilities included defining business requirements, identifying and performing testing requirements, and establishing call center staffing and workflow criteria. * Resolution of escalated issues, ensuring customer satisfaction, and performing sales recommendations on additional First Advantage services.

* Supervised all daily activities of 16 customer service representatives employed in an order processing, distribution center and inbound call center.* Supervised shipping and receiving department on an internim basis. * Managed billing and collection of accounts with included billing, receiving payments, posting payments, and reconciling accounts.* Oversaw credit and collections of service accounts.

Managed start up operations of long distance call centers in Milwaukee, Wisconsin and Muncie, Indiana. I worked with technical staff to complete software installations and removals. Also tested the PC of each customer service representative to ensure software installations were successful. Supervised all aspects of daily activities for up to 100 customer service representatives employed in an inbound call center. Responsibilities included coaching and development, training, disciplinary action, conducting performance appraisals, and documenting personnel files. Documented processes and ensured compliance with FCC regulations that impacted Customer Service Department. Chosen to deliver speech to Board of Directors to gain their support on a multi-million dollar proposal on how implementation of fiber optic lines would allow them to increase and enhance services.