As Nextiva’s Senior Operations Manager, I lead global Implementation efforts, ensuring smooth customer onboarding and internal project management. I foster cross-functional collaboration to deliver exceptional service.Under my guidance, we integrated Salesforce for enhanced CRM capabilities and implemented Cloud Coach project management software, optimizing our workflow efficiency.I innovated our service offerings by productizing professional services, generating significant… Show more As Nextiva’s Senior Operations Manager, I lead global Implementation efforts, ensuring smooth customer onboarding and internal project management. I foster cross-functional collaboration to deliver exceptional service.Under my guidance, we integrated Salesforce for enhanced CRM capabilities and implemented Cloud Coach project management software, optimizing our workflow efficiency.I innovated our service offerings by productizing professional services, generating significant revenue for Nextiva.My achievements include maintaining a 3.5-year average team tenure, achieving a 84 NPS, and reducing processing time by 50%. Moving forward, I’m committed to driving operational excellence through Six Sigma methodologies and expanding our international support. Show less

Support and manage Nextiva’s Onboarding Operations. Responsible for customer satisfaction throughout the entire Onboarding Process. Development of best practices, and implementation of lean processes for quality execution.

Overseeing Nextiva's Fast Track Onboarding team. Focus on quality assurance and developing agent skill sets. Leading the team to meet performance goals and continue to provide Nextiva's Amazing Service.

Providing knowledge and production support for the Nextiva Onboarding Technician team. Responsible for Onboarding Tech supporting materials and knowledge base.

Providing Nextiva's trademarked Amazing Service to new enterprise level accounts. Responsible for various tasks including, but not limited to:- Network Evaluation- Phone System Implementation- Account & Device Provisioning- End User Training- Quality Assurance VoIP Expert Certified.

Inbound technical support and customer service representative with the Nextiva Amazing Service Team. VoIP Specialist Certified.

Managed escalated customer service cases requiring complex communication, research, and inter-department coordination. Coordinated and resolved recall campaign customer service inquiries among departments and dealershipsAchievements:* 100% of Evaluations “Above Expectations”* Maintained Position in Top 25% of USA Workforce

Cultivated instant rapport and relationship growth using client-centric approach to assess customer needs and ensure optimal purchasing experience. Utilized deductive reasoning and conflict resolution among other skills to finalize agreements satisfying all parties involved.Achievements:* Over $200,000 Sales Revenue in 2 Month Period* 5 Star Customer Reviews

Conducted pilot programs requiring the creation of strategic plans, coordination of departments, and facilitation of professional development to ultimately implement system and district improvements. Acquired and presented objective data analyses to district committees.Achievements:* Managed 2 Successful Pilot Programs* Created Teacher Evaluation and Assessment Model

Optimized and managed automated data retrieval system processing over 100,000 transcripts and 30,000 applications per year while maintaining premium data validity, error rate less than 1%. Receive, code, and enter hard copy/electronic transcripts and applications into the university’s database. Manage student employee team.Achievements:* Built Template Library for Data Acquisition* Increased Automated Workload Capacity 800%* Entered 200 College Applications per Hour*… Show more Optimized and managed automated data retrieval system processing over 100,000 transcripts and 30,000 applications per year while maintaining premium data validity, error rate less than 1%. Receive, code, and enter hard copy/electronic transcripts and applications into the university’s database. Manage student employee team.Achievements:* Built Template Library for Data Acquisition* Increased Automated Workload Capacity 800%* Entered 200 College Applications per Hour* Obtained 2 Promotions Show less