Spearheading the delivery of enterprise software training, utilizing both on-site classroom and online learning. Developing comprehensive training materials and acting as a product expert within the telecom industry.Maintaining a customer experience orientation, with a consistent positive outlook, and a dedication to driving results and inspiring learners of varying ability levels to achieve learning objectives. Building consensus and nurturing relationships at all levels of the organization, including executives, partners, and other stakeholders.Identifying and capitalizing on proposal opportunities, contributing to sales success.Collaborated with various teams and stakeholders to create training content, showcasing skills in partnership building and project management.

Managed computer repair and field technicians, part clerks, and quality assurance staff to primarily support area school districts’ technology programs. Maintained depot in Richmond while supported branches nationwide by functioning as an escalation path, to multiple departments. Tracked productivity and profitability daily, adjusting resources depending on customer priorities and current business trends. Enforced service level agreements with technicians and analyzed performance to hold accountability, providing motivation and increasing throughput. Shepherded commercial accounts into break/fix services, elongating the lifespan of devices in their fleet, for companies IBM, Amedisys, and Boston Consulting Group. Orchestrated teams surrounding a time and materials program which provided additional service revenue on out of warranty repairs that fell out of manufacturer or accidental entitlements.Certified and trained repair technicians along with claim administrators on Dell, HP, Lenovo, Microsoft, Acer, and Apple hardware product lines. Developed nationwide training curriculum for all branches by working with area management and crew to ensure alignment company wide and adjust to encompass all service functions.

Temporary position to provide inside sales support for a paperboard sheeting company.Worked on initiatives requiring coordination with different community groups or organizations.Supported Microsoft Office 365 rollout, through peer training on workflow changes and software differences.

Ld service operations and account administration for confidential data destruction arm of a recycling company. Trained team members on providing quality customer service, deploying empathy, and proper account management.Spearheaded an electronics recycling program by anticipating industry direction and aligning customer needs with those goals, increasing recurring monthly service revenue by over 32%.Coordinated efforts to implement mobile app for field service technicians, reducing several non-billable activities.Participated in acquisition discussions, which ushered in 320 additional sites. Redesigned lean customer routes to handle overflow, using current available resources.

Created schedules for technicians in over 50 locations daily while maintaining an on-time arrival rating of 96%.As the lead, I supervised technicians directly along with customer support and scheduling staff. Quality tested routing software using Amazon Web Services as a platform and assisting with product training. Provided customer support and sales backup for service calls in the new business division. Assembled a team for effective Salesforce CRM training to existing customer service representatives.

Consistently met AHT and FCR customer support metrics via phone, chat, or email through contact monitoring, creative training solutions and personnel reallocation. Onboard agents and curated training material for video game console, PC, Mac, and network troubleshooting.Led in-classroom training initiatives to update staff on content adjustments and promote industry knowledge. Migrate CRM platforms from ServiceNow to Salesforce for over 220 support agents, mitigating any customer impact.Instructed teams and aligned ongoing development via LMS, keeping in step with company policy and procedures.