Demonstrated leadership and increased responsibilities in partner-facing role with focus on highly complex educational software, troubleshooting, problem-solving and research, conflict resolution, and follow-through to ensure utmost customer satisfaction within a dynamic, fast-paced, international organization. Key Achievements: • Provided consistent, extraordinary support to Partners and Administrators during various levels of technical support via chat, emails, 1-to-1 case management by phone and ticketing system documenting each case for follow up/follow-through and further research when needed• Successfully piloted MAP Accelerator as Team Lead• Identified knowledge gaps, provided solutions. and developed and maintained subject matter and comprehensive knowledge base and documentation including articles and job aids for the foundation • Led MAP Accelerator team through a successful year-one launch • Presented MAP Accelerator to Partner Accounts and Marketing leadership teams to Identify training needs; developed and produced support materials and deliverables; effectively trained team and provided ongoing supportResponsibilities:• Managed average of over 50+ support calls and cases per day, troubleshooting and fielding complex inquiries within tight deadlines during peak seasons and throughout the year• Successfully trained and onboarded new hires and contractors• Effectively communicated with team members, multiple stakeholders, and account managers to share germane information

Computer Services ManagerAssistant ManagerLead Project ManagerSenior Project Coordinator• Held various roles with increasing responsibility throughout tenure while leading and energizing my team to exceed expectations, meet goals, encourage communication, and provide excellence in customer satisfaction• Leadership recognition for department sales growth from .03 to .3 percent • Managed all production ensuring project accuracy, level of detail, documentation, project timeline, and completion deadline; ensured quality of work met corporate standards, goals, and expectations