Responsible for overseeing technical service delivery team and day-to-day operations.Ensure all processes/procedures are followed and continual alignment of the company way is promoted throughout the organization. Point person for any client issues to ensure they are resolved promptly and effectively.Responsible for client relationships/satisfaction and ultimately, client retention.Balance client expectations and workload/priority by using available resources.Manage coverage and scheduling for service delivery teams.Act as a liaison between all departments.Improve production by highlighting deficiencies and recommending changes in tools, training, process, and procedures.Develop departmental improvement plans based on key performance indicators.Develop appropriate daily, weekly, and monthly work plans and report on the progress against these plans.Participate in weekly leadership meetings to discuss and set company/departmental goals & objectives.Conduct meetings for all service delivery teams to ensure efficiency, promote individual engagement, and streamline processes as needed.Review all key metrics across each department and track data. Conduct quarterly one-on-one meetings with all team members.Facilitate all new client kick-off meetings and oversee the onboarding process.Ensure that all documentation is properly maintained and updated in a timely manner.Handle recruitment of new hires, onboarding, and training for their success.Prioritize team development, culture, and success in each role.

Provided Help Desk Leadership by supervising, assisting with troubleshooting, and answering Support team questions.Assisted in the interviewing and hiring process for bringing on new team members.Responsible for training all new technicians. Provided exceptional technical support to customers in the form of troubleshooting issues, answering questions, and other general assistance.Conducted appropriate follow through on assigned tickets and ensured that customer expectations were always met.Performed monthly rotations of on call after hours support.Ensured all documentation was properly maintained and updated.Provided timely verbal and written communications with clients, vendors, and team members.Ensured a high level of customer satisfaction by following procedures properly and thoroughly.Continued to improve technical and customer service skills through continuing education and certifications.

Started the business from the ground level up.Designed and managed the company website and kept up with all marketability/branding techniques.Designed advertisement campaigns that targeted surrounding areas.Oversaw daily operations along with managing a team of 10+ employees.Maintained a healthy, process-driven business environment.Responsible for scheduling all employees and delegating a balanced workload of duties each day.Responsible for payroll and managing accounts payable/receivable.Managed all aspects of IT from troubleshooting hardware/software issues and procurement. Open/Close the day using database management software, various duties including daily reports of totals, profit and loss, and financial projections, etc.Offer the utmost in customer service with the goal of 100% satisfaction.

Assisted with the implementation and ongoing design of a specialized database program specifically for Respicare Pharmacy.Input thorough patient information into the database, along with creating and maintaining up to date medication orders for each active patient. Promoted pharmaceutical products to homecare market for clients with a wide variety of respiratory diseases, including COPD, emphysema, chronic bronchitis, and asthma. Sales increased 28% from FY 2002 to FY 2003. Assisted the Pharmacist in carefully checking and filling prescriptions for patients.Responsible for taking the physical inventory weekly and calling vendors to reorder necessary supplies and products.Exercised effective communication and problem resolution skills.Cultivated and maintained personal relationships with all patients ensuring trust and repeat business.Billed major insurance providers including Medicare/Medicaid for collection of payment for each dispensed date of service.Managed accounts payable/receivable using QuickBooks Pro software.Maintained all the computers on the network by resolving any technical issues and troubleshooting hardware and software problems.

Responsible for servicing company accounts with a personalized level of customer, administrative, and technical support. Configured each company's network, phone systems, and internet service using T1 lines once they moved into their new office space.Provided technical support to all clients in assisting them with any telecommunication, computer software/hardware troubleshooting, and all other office equipment problems.Established and maintained trusting relationships to ensure maximum utilization of all services available to clients. Analyzed and recorded client needs and then developed a specialized process to accommodate and support them.Responsible for educating clients on all facets of administrative services offered.Maintained an accurate billing record on a daily basis of administrative work completed or office supplies sold and in turn, generated monthly client invoices for these services.Created presentation materials for meetings and workshops for clients.Maintained excellent organizational and time management skills in order to execute daily tasks in an efficient manner.

Assisted potential customers in making an educated buying decision.Ranked #1 in CSI (Customer Satisfaction Index) score in 1999.Nominated for Top Gun in 1998, finishing 125% to quota.Won the Above and Beyond award 7 out of the 12 months in 1999.Implemented a database tracking system, which enabled continuous contact with customer-base.

Represented an Authorized Dealer of ADT Security Services.Self generated 85% of personal sales by means of cold calling, referrals, mail outs and other innovative marketing techniques.Closed leads from a company generated lead pool by educating the consumer on the benefits of products and services from a needs analysis approach.Responsible for scheduling and the coordination of each sold security system installation, completing all paperwork, and collection of payment.