IT consulting company specializing in partnering with non profits and small businesses to streamline, enhance, and protect networking infrastructure and employees through MDM solutions, cybersecurity, and comprehensive trainings. - Networking design and implementation- Managed Services for Small Business and non-profits- Security camera installation and safety trainings- Multi-site VPN and SD-WAN implementation- Physical Security and access control installation and training

Responsible for maintaining strong data insights and reporting for all non-perimeter departments across the organization, utilizing customized dashboards to ensure prompt and accurate data reporting.

Responsible for personally responding to consumers with escalated, serious complaints and/or product liability claims; manage relationship with after-hours poison control center; manages sample collection and lab analysis process.Create and streamline processes designed to facilitate easier and more effective consumer communication by continually analyzing data, generating compelling reports, and providing real-time feedback to those involved in the manufacturing process.Responsible for litigation holds related to escalated consumer complaints involving high dollar demands due to injury and or distress, while facilitating resolution of claims process.Additional Responsibilities:- Ensure daily operation of our contact center by providing timely support to our third-party provider.- Real-time reporting on product trends.- Maintenance of cross-functional data shared among business units.- Partnership with IT teams to ensure consumer experience is on par with Scopes of Work (SoW) and Service Level Agreements (SLA).- Immediate contact resolution when serious or escalated complaints arise.- Custom SQL reporting to brand, product, and/or location specific triggers reported from consumers and identified through trends.- Creation of cross-business unit process to link consumer data from Wilke CRS system and other consumer information databases to allow seamless reporting, data integration, and customized consumer interaction.- Analysis of consumer samples to ensure isolated incidents and determination of cause and effect on a plant level.- Maintain admin status on multiple SharePoint sites to ensure collaboration among multiple agency partners, internal departments, and third party contractors. Development of process to streamline file organization and synergies across multiple business units.

Responsible for safeguarding company reputation through high quality, timely response to serious or escalated consumer contacts. Act as a consultant to front-line reps or personally respond to difficult or sensitive consumer issues, advocacy groups, or regulatory agencies. Manage lab analysis, sample retrieval, documentation and retrieval on serious quality issues and/or product liability claims.

Facilitate training and development of processes that streamline the interactions and handling of business to business (B2B) contacts. Responsible for maintaining annual sales quotas of over $20MM and continually tracking store growth and opportunities is specified markets (region from Traverse City, MI to South Bend, IN). Plan, design, and implement custom tailored IT and A/V solutions for B2B customers and provide post-sales training, support, and troubleshooting as needs arise.