Direct report for five managers with teams of 12-15 Tier 1 and Tier 2 support agents at peak volume. Also responsible for overseeing training and onboarding. • Led the project to create a framework for measuring KPIs by utilizing data with Tableau dashboards for individual and team performance.• Mentored and coached new management teams after promoting five new managers from within.

Performed the management duties as seen below with two direct reports and teams of 12-15 agents. Drove monthly and annual operational planning with key stakeholders to optimize cross-functional planning, communication, and resource management. Created stack rankings for team members based on KPIs and departmental expectations.• Developed OKRs and the applicable KPIs that resulted in improved productivity and performance for both individuals and teams.• Lowered costs by driving customers to utilize chat-based support instead of phone calls reducing call volume by 70% from 2021 to 2022.• Created a Specialized Support team for clients that were strategic and outside our core model.

Took over management duties for a team 20 full-time agents supplemented by contractors at peak times. Responsible for hiring, scheduling, and evaluating customer support agents. Developed the first data-based set of agent evaluations used for one-on-ones and yearly reviews. Partnered across sales, product, customer success, and professional learning services teams to establish a cohesive team approach for process and product efficiencies.• Chosen to train the first team of out-sourced (Qualfon) support agents on-site to prepare for the accelerated growth Amplify was experiencing.• Increased self-service customer support usage by improving knowledge base, updating customer journey, and evaluating key customer touchpoints.• Implemented data-driven strategy to improve support productivity resulting in a 15% reduction in call times.

Responsible for supporting high-value product lines. Took on primary responsibilities of training and mentoring role new contractors. Updated and revised training programs so that large-scale hiring of temporary and contract employees was feasible and efficient.

Supported all company products through phone, chat, and email contacts. Met the expected call times as well as email and chat responses.• Set the department record for cases created with 94 customer contacts in one day.

IT consulting for small businesses and homes. Managed IT acquisitions and technology budget for several small businesses and home offices as well providing PC and network support.

Part of a three person team that supported over 200 clients throughout Georgia. Provided remote and onsite service primarily in dentist's offices with a few other clients in the legal and accounting field. Responsible for diagnosing and repairing hardware, windows domain, office management software, specialized dental software and hardware, and general Windows operating system issues.