- Identify, evaluate, prioritize and select current and future software or cloud based applications that support business needs- Accountable for deploying the technology elements of business solutions that impact headquarters and field personnel- Identify areas for continuous improvement as it relates to technology within the business- Facilitate meetings to provide knowledge of the business process and rules as it relates to technology decisions- Ensure the strategic and tactical interests of the business are presented within technology solutions.- Assist in the adoption/change management and on-going compliance of new technology solutions implemented.- Develop best practices as well as technical support documentation.- Perform due diligence on vendors and their technology solutions.- Lead root-cause analysis of incidents, offer recommendations to the business, and communicate complex solutions to a non-technical audience.

- Manage a technical team of 10-20 representatives- Daily stand up to address outstanding issues, soliciting team resolution and best practices- Daily/Weekly stats created and sent to entire tech team to gauge performance. This evolved as KPI's shifted.- Coaching for success. Includes celebrating individual and team contribution, ongoing learning and areas of opportunity- Implemented various reward programs for individuals that exceeded pre-determined goals- Created a cross functional support structure using Salesforce Chatter to open communication between support teams and engineering- Reviewed live calls with each team member to identify areas of opportunity and praise outstanding commitment to issue resolution and customer service- Weekly meetings with senior leadership and stakeholders to cover Key Performance Indicators of my team and how that impacts the overall retention of clients- Customer Service Transactional Surveys (CSTS) reviewed. Any neutral or negative would receive highest priority, often reaching out to the client personally or live monitoring/coaching representative while on the call to ensure resolution- Empowered my team to provide the solutions necessary for issue mitigation in an accurate and efficient manner- Created Tier 1 technical documents to be used by inbound support to troubleshoot routine issues before escalating to technical support teams

- Direct to client dispute resolution- Proficiency in verbal and written presentation to clearly outline a fair resolution for buyer and seller- Required buyer/seller investigation to review past habits that would contribute to fraudulent behavior- Dedicated time after hours to address password issues when data was breached in 2014- Handled all inquiries in a professional and efficient manner, addressing the issue at hand- Created various response scripts for common inquiries- Identified errors in internal documentation that could be misconstrued by employees and clients - Consistently provided process improvement feedback to streamline resolution

- Technical support for iPhone, iPod, and iPad - Trained at Apple Headquarters to support Mac notebook and desktops- Assisted with managing flow of customer traffic from both reservations and walk-in traffic - Connected customers with technicians in a timely fashion - Transferred information from prior personal computers to new Macs and took time to explain where that data is stored on their new Mac - Introduced customers to their new Mac and offered various in-store services - Instructed personal training sessions on software offered by Apple - Administrative functions including calling customers to advise of repair status, completing paperwork and taking payment for completed repairs- Organization and triage of computers to be repaired, repair verification, and assisting with customer relations calls regarding issues with repairs.

- Identified a need for an Employee Engagement Analyst - Created business plan for position- Presented to Senior Leadership of benefits of having an Employee Engagement Analyst- Identified areas of employee dissatisfaction- Reviewed key motivators for employees in the workplace- Held focus groups within the organization- Created recognition programs for top performers- Built reporting to review in quarterly meetings to show employee adoption of programs and how this affects KPIs- Created collateral using Adobe Creative Suite to showcase and inform employees of recognition programs- Built internal website used for current events and information related to the company- Daily communication news letter sent highlighting individual, team and company achievements