• Overseeing a team of 10-20 agents, providing white-glove Incident support for a Fortune 10 Company• Primary escalation point of contact for clients, vendors and service partners from initial request through completion of work. • Analysis of all quality and development needs for new and existing employees, and effectively document, and communicate all new processes and procedures to team members. • Assisting in the design and implementation of training protocols for new and existing employees and executing those protocols at a team level. • Presenting reports on quality assurance initiatives that are in alignment with company and individual improvement objectives. • Performing frequent remote and side-by-side Quality Assurance monitors and provide any performance improvement feedback to all team members.• Providing backup to other team members as needed and performs other duties that may be assigned by management.• Actively fostering strong working relationships within incident management, as well as across all levels of the organization and partner organizations, to execute IM functions and client escalations • Responsible for monitoring and reporting on all inventory and shipping issues for the rapid deployment of critical network infrastructure (SDWAN, Routers, Mobile Broadband routers, etc)• Assisted in the transition to a new ticketing system, developed process documents and internal knowledge base. • Assisted Marketing and higher level Management in the creation and design of a customer facing portal in order to provide real-time updates for the resolution of Incident cases.• Assisted in the development and testing of a Business Continuity Plan and Service Continuity plan that was in alignment with customer specifications.

• Overseeing a team of 10-20 agents, providing white-glove Incident support for a Fortune 10 Company• Primary escalation point of contact for clients, vendors and service partners from initial request through completion of work. • Analysis of all quality and development needs for new and existing employees, and effectively document, and communicate all new processes and procedures to team members. • Assisting in the design and implementation of training protocols for new and existing employees and executing those protocols at a team level. • Presenting reports on quality assurance initiatives that are in alignment with company and individual improvement objectives. • Performing frequent remote and side-by-side Quality Assurance monitors and provide any performance improvement feedback to all team members.• Providing backup to other team members as needed and performs other duties that may be assigned by management.• Actively fostering strong working relationships within incident management, as well as across all levels of the organization and partner organizations, to execute IM functions and client escalations • Responsible for monitoring and reporting on all inventory and shipping issues for the rapid deployment of critical network infrastructure (SDWAN, Routers, Mobile Broadband routers, etc)• Assisted in the transition to a new ticketing system, developed process documents and internal knowledge base. • Assisted Marketing and higher level Management in the creation and design of a customer facing portal in order to provide real-time updates for the resolution of Incident cases.• Assisted in the development and testing of a Business Continuity Plan and Service Continuity plan that was in alignment with customer specifications.

Primary point of contact for clients, vendors, and service partners requiring service with Incident Management cases on personal computer, networking, and telephony equipment, including replacement of equipment, clearing of network circuits, ATM services, and customer change requests.Utilization of ticketing and database management tools to accurately log problem reports and ensure cases are created and completed in accordance with client-designated service level agreements (SLA)Active fostering of strong working relationships within incident management, as well as across all levels of the organization and partner organizations, to execute IM functions and client escalations Maintaining a strong, client-oriented environment focused on proactive problem prediction, detection and resolution. Active recommendation of ways to improve, automate, or simplify day to day service operations and the overall client experience.

- Assigned and executed comprehensive review and update of customer service article database over several months- Took action on 50-100 accounts per day over the phone, while maintaining over 95% customer satisfaction rating- De escalated customers upon first contact- Reproduced complex technical issues, while relaying accurate information to Research Departments- Accurately filed bug tracker and research tickets to aid in website functionality to improve overall customer interactions- Supported team members with extensive internal Knowledge Base expertise in chat- Aided new hires in transitioning from training to active and proficient account actions- Empowered customers with technical navigation and troubleshooting knowledge on website and streaming devices

Provided quality customer service for 34 Fry's Electronics stores. Worked with sales associates to manage customer email responses. Provided store managers with customer feedback and assisted sales associates with management of online orders. Assisted customers with placing, maintaining and cancelling online and in-store pickup orders. Checked pricing, availability, and quality of store merchandise for customers.