- Leading and mentoring the Technical Support Team.- Oversee the companies technical team and all projects they undertake.- Provide advanced technical training and advice.- Communicate and adhere to new procedures, policies, and goals.- Monitor queues and assist with daily goals.- Conduct quality control to reduce errors to improve procedures.- Advise on product design.- Assist performance managers with escalations.- Assist the implementation/install team with escalations.- Assist the training team with escalations.

- Take escalations on more difficult cases.- Assist product owners with troubleshooting complex issues to implement fixes.- Responsible for providing high-level product knowledge to Technical Service Reps when needed.- Create and edit client facing knowledge base articles.- Create and present training material to team members weekly.- Create and present training material to the entire department monthly.- Assist with creating training material for the training department.- Coach team members using QA's so that they can meet metrics. - Coach new hires as part of the onboarding process.- Mentor new Sr Technical Service Reps.- Assist management with interviews for new hires.- On the voice of the employee team - Hold panel discussions with employees on workplace concerns to come up with solutions. Present those concerns and solutions to upper management to create a healthy work environment.

- Responsible for troubleshooting more complex software issues, responding to client inquiries, and providing information to resolve client issues and concerns via phone and email.- Provide assistance to Technical Service Representatives when needed.

- Fast pace and high-pressure call-center environment.- Troubleshoot and resolve client issues within the Dealership Management System software.- Troubleshoot and program client forms and contracts.- Assist clients in the structuring of lease/retail car deals to get financing from banks.- Record detailed logs of client cases and store in a knowledge database.- Maintain and update client information using Salesforce's Customer Relationship Management software.- Consistently exceed all pay for performance metrics. Which includes: First contact resolution, Same day resolution, and 90% or higher Customer Satisfaction survey score.

- Responsible for day-to-day operations of the company.- Fast pace and high pressure work environment.- Troubleshoot issues related to both software and hardware to repair customer electronic devices.- Provide customer service by handling customer inquiries face-to-face, on the phone, by email, and company social media platforms.- Maintained parts and accessories inventory.- Maintained supplier database.- Maintained customer database using QuickBooks software.

- Intern position at KCP&L working as the assistant for the manager of Supplier Diversity. Networked with suppliers and maintained supplier diversity database for small businesses, women owned, minority owned, and veteran owned businesses. Maintained inventory for company apparel.- Worked in the purchasing department and helped close thousands of purchase orders to ensure smooth transition to KCP&L's new system.- Worked in community relations department to organize giveaways for annual KCP&L Country Club Plaza lighting event. Updated employee charity donation information in system.