In this role as a Support Manager & Project Manager, I manage all the customer and internal projects in technical development, implementation, and support. I ensure full project team quality and effectiveness by leading initiatives in training, staff development, and process improvement. I coordinate with customers and stakeholders to troubleshoot complex end-user and system issues with high attention to quality of customer experience and long-term solutions. Here are My Key Accomplishments:• Increased productivity by 50 % by influencing adoption of agile methodologies for project management.• Reduced labor costs by 60% through outsourcing non-critical development work overseas.• Managed and responded to daily customer inquiries. Interface with development teams on product bugs, enhancement requests, quality assurance testing, and software releases.• Collaborated with end-users, developers, and designers to define user requirements, coordinate timelines, track project status, plan software release, and strategize alternative solutions to adverse events.• Developed and implemented internal policies, process standards, training modules, and quality control metrics.

Digital Imaging, Portable Audio, Sony Computers, Broadcast Business SolutionCenter (BBSC), Emergency Response TeamIn my previous role, I have managed quality assurance and control requirements of 3rd party vendors. I have directed and resolved enterprise-wide inquiries from product support, front line supervision to executive leadership. I have developed and implemented performance improvement action plans based on analysis and interpretation of performance data, reports, survey results, CS3 activity reports, and call observation data. I ensured process clarification and enforcement of Sony Quality Standards and product/technical support. Here are My Key Contributions:• Recognized by Sony Electronics President for design and implementation of digital storefront tracking and support team training innovations.• Managed and coordinated completion of high priority projects for knowledge base updates, new process implementations, training development, corrective action plans, and enterprise-wide communications strategies.• Provided technical guidance and effective resolution of high-end business client support calls, through root cause analysis and strategic troubleshooting of Sony products and emergency technical issues.• Ensured comprehensive customer support and quality service by triaging complex issues, collaborating with Sony Engineers to customize client solutions, and working directly with client engineers to guide through setup, maintenance, and troubleshooting.• Continuously promoted and entrusted with increased responsibility due strong and consistent contributions to customer retention, technical innovation, process improvement, team building, and business development. Maintained 87% first call resolution as support agent for ~80K customer calls.