Paralinx was acquired in 2015 by Vitec Group and merged with Teradek LLC. I was given the opportunity to move to Teradek's HQ and become their Fulfillment Manager. Within the first 6 months, I successfully spearheaded the merger of the Support CRM (ZenDesk) accounts for Teradek and Paralinx. I rapidly learned all their products, systems, policies, and processes and worked closely to overcome day to day challenges to ensure customer orders were shipped in a timely manner and weekly revenue targets were met with minimal over-time. I sought to empower myself through learning and sharing that gathered knowledge with my team, and those I worked with on a daily basis. I worked closely with Inventory Control and Production teams to implement business improvements such as a Quality Control Camera system, Production Planning System, and a revenue estimation tool. The revenue estimation tool extracted information from our ERP and calculated shippable orders and products in a way our ERP was not able to perform. It used to be done by hand taking 2-3 hours. My tool calculates and recalculates the weekly estimate every 10 minutes and is now used by other companies within the Creative Solutions Division.I sought to empower myself through learning and sharing that gathered knowledge with my team, and those I worked with. I coached, mentored, and led my team and those around me to always seek for 1% improvements believe we could always make things better for ourselves, and those who may follow.

Played multiple key roles for a promising startup.Work included: managing order fulfillment (product kitting, packaging and shipping), sales, technical support, demonstrations and trade shows. As our company grew I implemented multiple systems to capture, track, and report data: inventory, support requests, shipping information, returns. Worked closely with Director of Operations to derive insights from this information that could then inform business decisions. I researched and selected new platform tools that provided scalability and automation including but not limited to ZenDesk, ShipStation, and Squarespace. As company grew I became Customer Service Manager focusing solely on supporting our customers and led a small team handling technical support, customer returns and repairs.

Exec. Admin support and system administration

Supported software and hardware for corporate, field and store employees. Work duties included account administration (active directory), communicating with vendors for escalated network and telephony issues, writing and maintaining documentation for coaching other technicians through common support issues. Developed scripts to increase productivity for help desk technicians by automating certain procedures.

Created a positive, inviting environment for customers learning their business needs and making informed tech recommendations Responded quickly and resourcefully to customer requests and concerns on the sales floor and over the phone.Ensure the Tech department achieves key metrics, including profitable sales (which I often met and exceeded targets)Filled in for coworkers in other departments (i.e. cashier, merchandising, other duties as assigned)