Roxann M. Email & Phone Number

Portland, Oregon Metropolitan Area

Portland, Oregon Area

Program Manager overseeing the rollout of the KCS (Knowledge Centered Service) initiative to convert our deep tribal knowledge into a rich knowledgebase.

Portland, Oregon Area

Three-time winner of the "Beast" award for case handlingQ2 2015 Customer Hero Award Winner"Marie Curie Award" winner for customer focusCo-Captain of Premier Support Success TeamI make stuff work. Skilled geek-to-human translator.

Portland, Oregon Area

Was initially hired as an account executive. Earned a reputation for excellence in growing revenue through relationship-based sales and technical support and was then promoted into a technology sales / brand champion role. Serve as a subject matter expert for all sales-related questions and topics on HP Personal Systems Group (PSG) products and programs..

Greater Seattle Area

The ability to explain highly technical information to non-technical people led to an invite to deliver frontline customer support for all Accessline customers. Rapidly became known as one of the most technically adept CSRs in the company; was frequently called upon to support high profile clients and those unwilling to work with other service.

Redmond, Washington

Took on a project-based role publishing e-learning modules to Microsoft’s internal training system, including quality control and process enforcement at all stages of the publication process. This was an initiative that was running behind for Microsoft and required strong performance and focus.Key Accomplishments:• Upon discovering that Microsoft’s.

Greater Seattle Area

Recruited during a period of rapid company growth to support the F5 tech support team as they prioritized and addressed a wide range of customer support issues. Quickly became a vital team member in spite of an initial lack of familiarity with F5’s core products. Key Accomplishment:• Slashed hold times from 2-5 hours to 0-20 minutes and de-escalated.

Greater Seattle Area

Recruited based on prior call center experience and troubleshooting proficiency. Served as a primary point of contact for Starbucks locations and clients requiring maintenance/equipment services. Identified root cause of problems and dispatched appropriate repair service, working jointly with management, landlords, and vendors to address and resolve.