• Measured team performance against key metrics to identify proficiency gaps and detect trends in departmental execution. • Trained and coached staff to improve core job competency and performance.• Designed Power BI dashboard for tracking tickets, enabling benchmarking of team performance and analysis of departmental challenges, which improved management visibility and responsiveness to business needs.• Overhauled departmental incentives program, resulting in improved employee engagement and job satisfaction and desired business outcomes such as meeting SLAs.• Administered upsell reporting, which motivated employees to meet sales targets and reduced overreporting of revenue.• Innovated reporting procedure for a cross-team project, which improved project coordination and eliminated administrative overhead.

• Resolved needs of member base by accurately diagnosing problems, recommending solutions, coordinating business activities.• Developed written business proposal to counteract remote work challenges by identifying an emerging problem, collaborating with management, and prescribing specific needs and processes to address them.• Mentored other Advisors to help develop their skills in areas such as responding to emerging technical issues and ticket management.• Built productive relationships with teammates and business partners by offering assistance, solving problems cooperatively, and performing outreach to establish an effective personal network.

• Supervised 4 team members in production of 350-400 monthly projects, resulting in <1% jobs late or reworked and exceeding SLA targets 12+ months in a row• Developed subordinate capability by training and coaching in hard skills such as operating equipment and soft skills such as customer service• Collaborated with contract owner to design mail delivery process, reducing delivery time by 14%• Authored operations manual to significantly increase business-continuity and consistency of service delivery • Increased reporting speed 80% by implementing organization systems such as production logs and tracking spreadsheets• Improved business-wide coordination and eliminated project redundancies by networking between different functional units to plan, support, and produce projects • Established positive relationships with key stakeholders by presenting during quarterly meetings to discuss performance and feedback and maintaining regular contact• Interviewed 20+ candidates in semi-structured environment, minimizing labor turnover

• Consulted with customers to discover needs and offer appropriate solutions, resulting in consistent business growth• Produced print projects according to customers’ requests within schedule and resource constraints• Supported site coordinator via scheduling, delegating, and training activities• Designed workflow tools such as networked folders, and production processes and best practices• Troubleshot technical issues such as printer malfunction and computer software issues• Collaborated with contract-owner-customer to improve the production site to meet business needs

• Managed production schedule of both retail and contract customer print jobs, ensuring timely delivery of projects• Assigned shift roles to subordinates to maximize efficiency of daily production• Coordinated with site manager to maintain appropriate supply levels and schedule labor according to upcoming project needs• Corresponded with customers to resolve issues relating to customer service and quality

• Advised customers affected by IP migration project to assess and minimize business impact and risks• Communicated with customers via outbound and inbound phone contact and email• Configured simple routing equipment for customers to complete IP migration• Scheduled IP migration events with respect to network engineer and customer availability• Trained new-hires in basic networking protocols and IP migration procedures, allowing rapid scaling of labor force