The CX Center of Excellence is dedicated to providing an exceptional customer and agent experience through a variety of channels. We work alongside operations to create a seamless and efficient experience.Digital Empowerment Group is responsible for creating and managing digital content, including videos, and 3D content, that helps customers and agents solve problems quickly and efficiently. They are also responsible for managing AI Chatbots and virtual assistants to automate simple queries, freeing up agents to focus on more complex customer inquiries.The function of Knowledge Enablement Group is to manage knowledge across the CX organization. This includes creating and maintaining a central repository of knowledge, such as FAQs, user manuals, and training materials, that is easily accessible to agents and customers. They ensure that all content is accurate, up-to-date, and relevant to customer needs. Additionally, they leverage analytics to determine which pieces of content are most effective and where they should be placed to maximize their impact.The Business Intelligence Group gathers and analyzes data to discover insights about customer and agent behavior. Working in with operations to develop reports and dashboards that provide a holistic view of the operational health, customer experience, agent performance, and product issues - from initial contact through resolution. They also leverage data to identify trends and patterns that can inform strategic decision-making.Product Deployment & Issue Management Group oversees the full CX product launch process, ensuring that all launches are on time and that operational risks are mitigated. They provide source data input for metrics and integrate all Quality Assurance and Business Group feedback into the CX processes. This team is also responsible for ensuring that process management for support content is available and updated and that field data is reported back to the stakeholders and CX acts upon them.

The Global CX Operations Manager is responsible for ensuring operational excellence of Customer Care. ● Track daily/weekly/monthly KPIs to ensure rapid identification and resolution of performance issues, with a focus on consistent process resolution to ensure issue arenot repeated● Project Manage - Ops Improvement Plans with 3rd party vendors as needed to improve,performance, productivity and quality controls.● Manage back office 3rd party regional operations to ensure ​RMAs (Replacements for Consumers) and Refunds are processed in a timely manner following and using allLogitech processes and policies as guidelines. ● Proactively participate in partner staffing decisions to ensure operations are staffed to deliver stated objectives.● Partner with other vertical Operations Program Managers to share best practices and ensure a unified, consistent (where applicable) global approach.● Support Quarterly Business Review preparation and executionAct as the Regional Liaison between Sales team, BG needs and Call center partner:● Partner with the Analytics and Reporting team to ensure dashboard metrics needs are met.● Partner with Global Customer Relations team to address escalations, such as:○ Social Media escalations, safety escalations, product quality/technicalescalations and process complaint escalations● Support eCommerce needs● Facilitate discount codes to the Contact Center as discretion, these codes are provided by the eCommerce team.● Create a Monthly presentation for eCommerce outstanding KPI’s

Writer/Director/Producer/Editor/In-House Graphic Design for innovative short film and media production company.

Main Functions:• 50s and 60s Rock n' Soul Cover Band• Manage and schedule the band with 8 members.• Responsible for rehearsals and repertoire. • Building relationships with booking agents and potential clients.• Social Media Manager• Assist with booking and quoting.• Vocalist

• Execute Customer Care strategy & drive the implementation across the Customer Care team• Actively participate in NPI’s (New Product Introduction), fast tracked launches, & software releases & sustaining activities, such as: o Facilitate, communicate & monitor project progress to ensure deployment is completed on time o Product/software testing to provide feedback & issue identification o Partner & develop training content o Assist or lead training delivery o Create, develop, & publish launch & sustaining FAQs based on launch requirements, insight reports & rapid issue identification o Support website publishing (products, software, & FAQs) o Provide insight reports on product performance & issues to ensure rapid issue identification & resolution o Determines improvements related to product & operational issues through analytics. o Handle escalations, both internal within Ttec & from client side• Customer Care expert for product/software roadmaps & product development strategies.• Support post-product-launch (sustaining) efforts: o Engage with the broader organization to understand field performance, trends, top escalations & call types o Articulate product performance issues, customer needs & solutions through aggregated post-sale product performance data & analytical insight. o Work individually and/or with Customer Care analytics team to acquire structured data & design functional reports to fulfill analytic needs. o Act as top-level escalation point for call center agents; coordinate & manage escalations to the BG & quality. o Partner with BG & external partners to provide scalable & sustainable/current content for FAQs, Job Aids, & agent up-trainings. o Quarterly Business Review prep & execution o Communicate & document key program requirements & status to clients, internal team members & other key stakeholders. o Partner with internal and external teams, stakeholders and senior executive level parties

I work at home providing email and forum support for Saitek/Logitech Gaming Simulator Equipment.

Main Functions:• Responsible for service request intake from managed clients through phone, e-mail, and web. Determining level of severity for issues, assigning remote or on-site technicians based upon SLAs. • Building relationships with clients and technicians to determine best course of action to remedy issues quickly. Communicating timelines and status to all involved.• Manage CommitCRM ticketing system and ensuring that tickets are being completed in a timely and thorough manner.• Reporting for clients and technicians over patching, anti-virus, ticket times, and billing statistics.• Develop procedural graphs and determining best action for help desk flow.• Resolving client technical issues from basic Windows/Mac issues to firewall and server issues. Researching and implementing fixes. Monitor and resolve issues with Veeam Cloud Backups.

Main Functions:• Responsible for maintaining, diagnosing, and repairing laptops, desktops, printers, copy machines, enterprise level networking equipment (wireless and wired), projectors, active directory, Google Apps, group policy, specialized software and databases for the program, and other various technology.• Instructing students in the programs on how to utilize technology and software for their classes as well as in everyday life.• Essential in developing lesson plans with staff.• Developed long term solutions regarding hardware longevity and replacement over the course of the program.• Created knowledge databases for students and staff to further their understanding of technology and giving them the confidence to approach issues themselves.Notable Performance:• Developed policies and processes for the program and technology from the ground up.• Worked with staff to integrate technology into the classroom and helped to develop lessons that met curriculum standards.

Main Functions:• Responsible for maintaining, diagnosing, and repairing laptops, desktops, printers, copy machines, enterprise level networking equipment (wireless and wired), projectors, and other various technology for 60+ locations.• Tracking issues to look for patterns and creating solutions to resolve those issues.• Building person-centered relationships with staff and students.Notable Performance:• Inventoried entire district and organized the replacement of over 5,000 computers that had aged past their prime. This included organizing, meeting with staff to determine best devices for their building, facilitating orders with vendors, distributing and installing new computers, and removal of aged equipment.

Main Functions:• Responsible for upwards of 60 technical support agents at a time.• Assisted technical support technicians with troubleshooting the end users problems.• Instructed and trained end-users regarding computer literacy.• Defused aggressive customers.• Monitored and coached employees appropriately on their statistics and effectiveness as a technician.• Lead training classes on a regular basis for 100+ employees. Ensuring a consistent understanding of technology and how to troubleshoot and repair for the end user over the phone. This also heavily involved teaching them great customer service skills. Notable Performance:• Travelled to sites in numerous countries (Philippines, Mexico, United States) to teach these skills to people of all levels and ensuring their optimal performance in over the phone technical support.• Collaborated with staff to optimize working environment and customer service for our employees and end user.• Consistently trained and managed teams that received the highest rankings of customer service and statistics (These rankings included ALL Hewlett-Packard call centers).• Trained the staff to effectively communicate and educate the end user.• Rated number one Technical Support Agent world-wide for 8 months of the year before being promoted to this position.