• Proactively on-board new customers, understanding their use case in order to best align our process to customer outcomes• Establish and oversee customer adoption, training, and development of best practices to continually drive incremental value and return on customer investment• Advocate for customers internally to ensure utmost customer satisfaction• Act as a thought leader and subject matter/service value expert• Lead training for our customers and partners on how to… Show more • Proactively on-board new customers, understanding their use case in order to best align our process to customer outcomes• Establish and oversee customer adoption, training, and development of best practices to continually drive incremental value and return on customer investment• Advocate for customers internally to ensure utmost customer satisfaction• Act as a thought leader and subject matter/service value expert• Lead training for our customers and partners on how to properly and manage support cases• Educate our customers and raising awareness about the value proposition of our services• Collaborate with our Customer Support team to resolve technical issues• Act as the liaison between the customer and other teams at Cisco• Serve as primary POC for on-boarding project with complete accountability of the quality of the deployment• Plans and directs activity definition and sequencing, project schedules/milestones, deliverables, and quality requirements• Monitors and communicates progress of engagements to all stakeholders as required, both internal and external• Maintain deployment delivery schedule and manage customer expectations• Raise escalations and involve account teams and leadership if customer expectations are misaligned• Update tracking tools daily (Smartsheet, Box, Google Drive, etc.) and provide progress reports for operational and program teams• Engage necessary Cisco and Customer/Partner resource as required• Ensure all critical project documentation filed on relevant project folder in Central repository• Support Account teams/customer with familiarization the Solution Support services Show less

▪ Reduced annual SLA credits by 31% by creating new method to improve overall service delivery process▪ Developed report template adopted by multiple customers that analyzes SLA trending and overall network health▪ Coordinated and led project to open 30 new stores annually, generating ~$318k USD revenue▪ Spearheaded project to upgrade circuit bandwidth at 1800 locations▪ Negotiated priorities and expectations of project scope and deadlines▪ Proactively and reactively tracked… Show more ▪ Reduced annual SLA credits by 31% by creating new method to improve overall service delivery process▪ Developed report template adopted by multiple customers that analyzes SLA trending and overall network health▪ Coordinated and led project to open 30 new stores annually, generating ~$318k USD revenue▪ Spearheaded project to upgrade circuit bandwidth at 1800 locations▪ Negotiated priorities and expectations of project scope and deadlines▪ Proactively and reactively tracked and escalated order milestones▪ Ensured timely implementation based upon customers’ goals and objectives▪ Provided consistent and quality communication throughout project lifecycle▪ Served as the “face of the company” and single point of contact for customer escalations and inquiries▪ Identified and pursued potential sales opportunities for enhanced customer experience and company revenue growth Show less

▪ Owned and maintained post-sales relationships as liaison between customers and internal support teams▪ Oversaw the operational health of Verizon Services from delivery through lifecycle support▪ Established customer specific Service Plans with strategic focus on long-term Continual Service Improvement▪ Developed and documented processes and procedures for handling ad hoc requests and new implementations▪ Ensured Network Optimization, including customer diversity requirements… Show more ▪ Owned and maintained post-sales relationships as liaison between customers and internal support teams▪ Oversaw the operational health of Verizon Services from delivery through lifecycle support▪ Established customer specific Service Plans with strategic focus on long-term Continual Service Improvement▪ Developed and documented processes and procedures for handling ad hoc requests and new implementations▪ Ensured Network Optimization, including customer diversity requirements and network diversity planning▪ Governed reporting relative to SLA’s, including billing account strategy, setup and optimization▪ Presented face-to-face account Quarterly Business Reviews with senior level management Show less

▪ Decreased weekly idle code handling time by 2.2 hours by real-time monitoring call queues and enforcing schedule adherence▪ Real-time monitored call queues and schedule adherence using MonetLive® and Symposium®▪ Collaborated with Team Managers and Directors to present trends and recommend solutions▪ Strategically analyzed service levels to ensure contracted SLAs are met▪ Ensured adequate staffing based on forecasting ▪ Built agent login/logout, service level, and… Show more ▪ Decreased weekly idle code handling time by 2.2 hours by real-time monitoring call queues and enforcing schedule adherence▪ Real-time monitored call queues and schedule adherence using MonetLive® and Symposium®▪ Collaborated with Team Managers and Directors to present trends and recommend solutions▪ Strategically analyzed service levels to ensure contracted SLAs are met▪ Ensured adequate staffing based on forecasting ▪ Built agent login/logout, service level, and scheduling roster reports▪ Conducted procedural training sessions with new hire agents Show less

▪ Proposed a developmental business plan that is currently awaiting implementation ona company-wide basis, predicted to decrease call handle time by up to 5 minutes▪ Ranked #1 out of 78 Technical Support Specialists based on quality and average handle time metrics▪ Appointed as Subject Matter Expert for the Insite 360® and Shell Florence® projects▪ Elected as Trainer’s Assistant to mentor new hire class of 17 during their training period▪ Served as liaison between technical… Show more ▪ Proposed a developmental business plan that is currently awaiting implementation ona company-wide basis, predicted to decrease call handle time by up to 5 minutes▪ Ranked #1 out of 78 Technical Support Specialists based on quality and average handle time metrics▪ Appointed as Subject Matter Expert for the Insite 360® and Shell Florence® projects▪ Elected as Trainer’s Assistant to mentor new hire class of 17 during their training period▪ Served as liaison between technical support staff and various clients▪ Motivated and guide agents to meet and exceed standard call center metrics▪ Scheduled project tasks based upon staffing availability▪ Addressed performance gaps and needs among team of 6 direct reports▪ Managed project metrics by authenticating quality▪ Collaborated with Shell, Exxon, Buypass, and other various networks to ensure compliance with PCI DSS▪ Troubleshot complications and resolve via helpdesk advisory and remote support▪ Installed software upgrades to POS systems to maximize equipment efficiency Show less

ACTING SUPERVISOR/FLOOR SUPPORT▪ Served as final resource for Technical Support Specialists when completing challenging tasks▪ Resolved escalated calls in which irate clients requested to speak with management▪ Enforced schedule adherence and quality control among agentsTECHNICAL SUPPORT SPECIALIST▪ Troubleshot technical issues involving web and application-based tax preparation software▪ Documented administrative paperwork detailing client files▪ Established caring… Show more ACTING SUPERVISOR/FLOOR SUPPORT▪ Served as final resource for Technical Support Specialists when completing challenging tasks▪ Resolved escalated calls in which irate clients requested to speak with management▪ Enforced schedule adherence and quality control among agentsTECHNICAL SUPPORT SPECIALIST▪ Troubleshot technical issues involving web and application-based tax preparation software▪ Documented administrative paperwork detailing client files▪ Established caring and open dialogue with clients ▪ Maintained a professional office environment▪ Inducted into Block Club as a reward for achieving exceptional call statistics Show less