Evaluates specifications and UX design to attend Planning Meetings for new features and provides feedback from a user's perspective; Creates Test Plans for new features and forms; executes test plans and certifies all development before merging to production; smoke tests entire app after each release; works directly with developers to troubleshoot bugs; works directly with head of customer service to help customers troubleshoot problems.

Assisted QA Team Lead with testing, planning, and executing pre-deployment functional and regression testing. Assisted QA Team Lead in the planning, creation and maintenance of the testing environments, testing documentation and Jira environments. Utilized business rules, system requirements and design specifications to develop testing documentation. Worked independently and with developers to debug issues found during testing.

In charge of implementation and growth of the company's online presence. Uses Excel spreadsheets to track metrics for employee production and predict output. Manages Pricing across multiple platforms such as Ebay and Amazon. Manages a staff of 3 through processing trading cards and posting them online for profit. Uses technology to automate tasks.

Promoted from Customer Service Representative used as a flex trainer to a full time trainer in January 2015. Leads training for 4 different skills within UPS’s system. Created and maintained excel templates for the training team for daily activity tracking and for reporting nesting performance. Constantly evaluates and coaches new agents through the training process, and acts as Team Leader for new representatives during the nesting process. Developed training agenda for Peak Season New Hire representatives. Has the liberty to alter training programs on the fly to optimize classroom learning.Facilitates Calibration Sessions for Team Leaders and Bottom 2 performers. Was primary backup for Training Manager when he was away.

Managed production efforts and facilitated direct mail campaigns from preliminary art to mailing and delivery for 3 non-profit organizations. Conducted daily competitive bidding, procurement and price negotiations with suppliers and clients. Managed multi-phase billing process for every project to facilitate company cash flow.

Quickly learned industry unique software (PrintStream) and trained Client Services staff on properuse of the system. Developed reporting methods using PrintStream then trained other department managers on developed reports and suggested metrics. Lead Total Quality Management program in which internal issues were discussed and new processes and procedures were created when necessary. Lead Client Services Department to the highest rating in company history (5.8/6) during client driven performance review. Moved laterally to Director of Estimating in 2012. Immediately analyzed 6 months of production performance and adjusted company pricing based on actual performance and desired profit margin.

Sold, coordinated and managed full-service catering events with a focus on corporate events. Facilitated communication between the operations and sales departments, maintained calendar in operations office with information pertaining to upcoming events and departmental needs. Managed Operations staff in the assembly of catering orders and created the daily delivery schedule. Created a remote clock in/clock out system for catering kitchen and operations staff using a VNC connection and the company’s Micros server.

Responsible for answering customer phone lines in a call center setting which included data entry, and ensuring customer satisfaction. Trained as a dispatcher while maintaining #1 call volume and promoted to full time dispatcher in 2005. Responsible for managing independently contracted workers, including automobile and bicycle messengers responsible for courier services.

Helped clients with printing and copying needs at the front desk of a storefront. Managed multiple print and copy projects in a deadline driven environment. Assisted bindery and delivery departments with overflow volume when necessary.