Robert Goady Ii Email & Phone Number

• Provide thorough support and problem resolution for customers.• Maintain composure and patience in face of difficult customer situations. • Achieve Top Rankings in call metrics, including Call Duration, AHT [Average Handle Time], Average Number of calls per shift [25/shift], customer satisfaction rating, and Call fix Ratio. • Research issues on customer accounts, internet equipment issues, and data connectivity issues.

Houston, Texas Area

• Increased performance by 40% via continual service updates and white glove point of contact.• Improved customer experience by replacing existing equipment with devices with performance and lifespan guaranteed for 5 years, while also reducing the amount of equipment needed. • Maintained hardware performance, network connectivity, and software updates for 15+ Nursing homes and 300+ employees• Provided all new hires with equipment and appropriate training on tools. • Diagnosed issues with nursing home-critical hardware and software, including laptops, desktops, tablets, wifi routers, network connection issues, switches, VOIP, and station-specific systems.

Houston, Texas Area

• Achieved Sales Targets: $7-10M in product sales revenue annually • Proficient in assessing complex customer problems with Outside the Box solutions. • 2 x Microsoft Sales MVP• Frequent collaboration with Team members, Departments, and Competitors. • Recognized achievements of Sales Associates and Department Goals • Improved the Windows Store ranking from #450 in the company to #13 in sales• Maintained Top 20 rank in company throughout tenure with company. • #1 in District Sales 3 years in a row.• #2 in Regional Sales 3 years in a row.• Expert knowledge of IT and Microsoft Ecosystem [Windows 10 & Office 365] to solve customers and SMB challenges. • Proficient in Training and Development of Sales Associates to achieve Sales and conduct proper demonstrations of products.• Recognize and Identify economic and Sales Drivers and implement them in Trainings.• Study numbers IST and Windows Goals and sales goals to anticipate industry implications and market demand.

Houston Area, Texas

• Maintain capital assets including physical inventory, software, and licenses.• Format PCs and Macs on the Company Network.• Serve as the coordinator for email addresses, network accessibility, and licenses.• Conduct tests on apps and websites for Quality Assurance and client compliance.• Conduct compliance audits and monitor compliance with company policies.• Facilitated physical relocation of corporate office.• Responsible for coordination of facility-related operations within the corporate office.• Train international team on inventory processes and asset management.• Monitor the receiving process of all vendor and supplier resources.

- Report to the Regional Loss Prevention Manager - Supporting external theft shrink initiatives in a multi-unit environment. - Detect and apprehend shoplifters. - Identify and gather intel on Organized Retail Crime groups and communicating this information to the RLPM and ORC Field Manager. - Partner with the store teams to identify theft trends- Control & Manage Inventory - Resolve & identify Inventory Discrepancies - Complete incident, investigation, and Inventory Perpetual reports- Maintain the highest degree of integrity, confidentiality and professionalism at all times