PC Wizardry offers full service solutions for home and small business computing. We will help you with anything, whether it be trouble with your tablet or setup of a small business network. In Home Consultations Home Networking Setup - Troubleshooting - SecuritySmall Business Networking Setup - Troubleshooting - Security Virus - Spyware RemovalSoftware - Hardware InstallationsLogistical SupportI offer no cost quotes for jobs large or small, tailored to the needs of the individual or business.

At Carbonite I managed 2 teams, a total of 15 people. Analyzing team metrics, Business Intelligence and Analytics, and handling High Profile/High Urgency Escalations were among my day to day responsibilities. I used the resulting data to manage projects with the goal of increasing efficiency, lowering Average Handle Time, and solving software problems in order to deflect future call volume. All while protecting (or improving) customer satisfaction. My team maintained an average overall satisfaction rating of 94%, extremely high for the technical support realm. Tier 3 Escalations - This team is the highest level of technical support available within Carbonite. The team is customer facing, making outbound calls on appointment when a level 3 escalation is received. As well, they interface directly with software engineers, Billing, Sales, or any other department as necessary to resolve customer problems. Tickets sent to Engineering as a result of their investigations frequently led to software improvements and hotfixes. The team regularly assisted with post launch triage, as well as providing mentoring to lower level agents.Carbonite Service Recovery Unit (CSRU) - This Stevie Award-winning team is responsible for handling customer satisfaction concerns both inside and outside of the norm. In addition to the standard likert scale surveys that go out with every customer interaction, CSRU monitors Carbonite Social Media channels for dissatisfied customers, as well as receiving difficult issues escalated via external departments. Every single dissatisfied survey receive a response, in an attempt to resolve.COPC - High Performance Management Training Certified 2015CSRU received both National and International Stevie awards for excellence going back to 2015. Link below for more information on the Stevie awards if interested.

CSRU manages customer satisfaction and retention, by taking negative customer feedback and resolving their issues, as much as possible. The bulk of dissatisfied customers arrived largely via response to Carbonite's likert scale CSAT survey, with all responses 3 or below receiving personalized outreach. The interaction remains assigned to the individual agent responsible until resolved. CSRU communicates actively not only with customers, but colleagues in other departments as appropriate in order to determine the root cause of the dissatisfaction, be it with the software itself, a billing issue, concerns with an agent, or even that they just did not feel heard. Response to CSRU outreach is overwhelmingly positive. Data gathered by these agents is used to identify trends, and drives improvement throughout the business. Day to day work involves extensive use of SalesForce Trouble Ticketing software, BOMGAR remote assistance program. MS-OFFICE Suite, Genesys management systems, and Tableau reporting.

Senior Retail Salesperson in this local, family-owned furniture and appliance business. Responsibilities included live retail sales, phone and internet sales, and support tasks such as setting up displays, and marketing materials. During my time here I set up and maintained the office computer network. I was also responsible for Point of Sale (POS) Integration, as well as hardware/software installation and maintenance, and network security.

Supported the Discount/Diary Unity of this leading California auto insurance company. Responsibilities included Departmental mail review, electronic conversion and process routing. Programs used daily included: SIEBEL 2000, MS-Office, IBM TN3270 Mainframe, ORACLE database.

Responsible for managing two-to-eight employees at this eight-screen multiplex. Scheduled/enforced staff breaks; maintained and closed out register drawers. Opened or closed theater daily for senior management. Handled customer issues and complaints.SKILLSSoftwareMS-Office Suite SIEBEL 2000 Database WIN NTUPTRENDS Database IBM TN3270 Mainframe WIN VISTA