-Support and execute digital strategy across business segments to optimize the mobile experience, leveraging design thinking and other best practices-Analyze mobile experience trends, and third party requirements as necessary, to make effective recommendations for the development of new and existing experiences-Support & manage the development, production, and roll-out of mobile experiences-Partner with key stakeholders including Product, Technology, MIS, Line of Business, Marketing and other internal service partners as well as external stakeholders to ensure all mobile experiences meet their strategic goals-Participate in product-specific marketing initiatives-Support risk management, compliance, and audit needs as part of the first line of defense-Utilize business results of recently introduced or existing experiences, coordinate reporting, and effectively recommend modifications to improve results

-Created user stories and acceptance criteria for new features and enhancements-Researched and analyzed backlog items regarding current functionality, related systems and potential impact-Provided supplemental documentation regarding process flows, data mapping, design references and compliance needs-Facilitated design refinement and story grooming sessions prior to development-Identified and documented technical debt and dependencies-Collaborated with other teams and stakeholders to gather and disseminate critical information

- Developed and maintained product expertise and worked closely with support and product team members to provide outstanding project support throughout a customer's initial implementation of Touchtown's products-Managed relationships with users including corporate project managers, community admins and residents- Analyzed and monitored key user and operational metrics to help drive improvements to our product and support offerings- Continually evaluated Touchtown's processes, including internal and external processes to recommend improvements allowed us to efficiently grow- Contributed to shaping our business systems, including helping to improve our Salesforce.com operations- Created content to engage with users through training webinars and live sessions- Responded effectively to customer issues via phone, email and live chat

• Performed all of the duties of an ASC (noted below) in multiple locations within a market • Mentored and coached colleages on sales and training techniques• Served as a central contact point for a regional team of ASCs in place of direct manager contact• Conducted quarterly business reviews with ASCs and reseller partners using SWOT analysis to maximize results• Worked as a team with other ASMs to create conference call and meeting agendas and content

• Served as the business manager and influencer in a single reseller location• Responsible for growing Apple product sales and add-on business• Held accountable for sales performance via quarterly quotas• Provided excellent customer service focusing on the customer experience• Conducted 1:1 and 1:many training sessions for both staff and the public• Ensured that Apple fixtures met merchandising standards• Provided business insights and identified opportunities based on observations and data analysis• Created multiple training and selling tools in addition to training curriculum used by colleagues• Awarded regional MVP for 2010

• Travelled to other precincts to evaluate and coach on behaviors and processes• Increased customer satisfaction ratings and reduced turn time within first month of supervising• Performed software/hardware troubleshooting, installation and consultation for various OS’s• Supported customers in-store with pre- and post-purchase questions and recommendations• Completed morning/closing paperwork and duties • Assisted with customer facing sales across multiple departments• Awarded services MVP in 2008

• Provided technical support to businesses of various natures with regard to their IT infrastructure• Assisted customers via remote software, phone calls and on-site visits• Prepared quotes for service contracts and hardware/software purchases• Served as primary customer contact for multiple clients• Conducted training on new software/system implementations in 1:1 and 1:many environments

• Promoted from technical support agent to trainer within three months of employment• Trained classes of 2 to 20 agents in both solo and cooperative teaching environments• Directly managed a team of 15 agents• Supervised project-wide staff of over 60• Monitored and coached agents towards contract-specific metrics• Performed quality assurance evaluations based on live and recorded calls