Head of Customer Support at Ting, which encompasses both the Internet Support team and the Verizon Mobile Support team.

Leader for a team of 7 (including IT team). Responsible for managing day to day tasks, including but not limited to - account management for Demand Partners, investigation and resolution of Demand related technical issues or discrepancies, analysis of Demand performance, new partner evaluation and employee career development and growth. As head of IT department as responsible for the continued support of any and all technical issues with office equipment (laptops, PCs, Macs, A/V equipment, printers, etc.) as well as all software (Windows, GSuite, Office 365, Dialpad, Slack, etc.). Also responsible for continuous review of new and developing technologies which may be utilized within the company.

Leader of four business units within organization - Demand Services, Technical Solutions, Technical Documentation and IT. Responsible for 11 Direct Reports - 1:1s, career growth and development, team building and building relationships with other BUs. Demand Services - Responsible for managing day to day tasks, including but not limited to - account management for Demand Partners, investigation and resolution of Demand related technical issues or discrepancies, analysis of Demand performance, and new partner evaluation.Technical Solutions - Responsible for managing escalations from internal teams and external customers for investigation. Prioritization of day to day tasks for overall improvement of product offerings, investigations into optimizations and main Customer Success liaison to Engineering.Technical Documentation - managed team responsible for updating internal technical and process documentation. Implemented Knowledge Base solution internally with expected goal of launching externally for customer base. Responsible for developing internal training initiatives for multiple lines of business with a strong focus on Customer Success.IT - responsible for the continued support of any and all technical issues with office equipment (laptops, PCs, Macs, A/V equipment, printers, etc.) as well as all software (Windows, GSuite, Office 365, Dialpad, Slack, etc.). Also responsible for continuous review of new and developing technologies which may be utilized within the company.

Designed and developed BlackBerry Certification Program and supporting training materials

Supported trainers in field with technical issues. Reviewed and developed technical training material. Responsible for large training event program design (content as well as hardware deployment).