Shawn Fritz Email & Phone Number

Chapel Hill, Nc, Us

New Era Technology works with customers as a trusted technology adviser helping customers deliver valuable technology solutions that improve efficiencies and experiences to their employees and customers.Shortly after I was promoted to Implementation Department Manager, BITS was acquired by New Era Technology. I utilized the strong relationships I had built with my team over the previous six months to guide them through this change as smoothly as possible. I successfully balanced maintaining trust and morale with my team while ensuring customer expectations and deliverables stayed a priority. With the change, I took on additional responsibilities to fill personnel and responsibility gaps within my department. I continue to manage all client escalations to resolution and analyze incident trends to inform process improvements, advise senior leadership with strategic planning and growth, and grow business through excellent customer service.I've continued to adapt to a quickly changing technological landscape, fill knowledge and personnel gaps where needed, improve efficiency and quality of deliverables across projects and coach my team to do the same.

BITS, now a New Era Technology company, is a best-in-class telecommunications services provider that exclusively caters to the financial services industry. I was promoted to Implementation Department Manager to lead the product delivery teams including Project Managers, Procurement Staff, Consultants and Administrative Personnel. I manage up to 10 reports, coordinate across product, design, test engineering and project management, and manage relationships with vendors and customers.

Due to my tenure and expertise, I was asked to step into the role of Senior Solutions Engineer. I was trusted to balance big picture goals, design networks and recommend products, anticipate client needs, and manage high stress situations. I designed data and voice networks from end-to-end and partnered with sales and implementation teams to successfully execute my designs. I also improved the efficiency of the design and implementation processes putting me in the line of sight for a formal leadership position.

After repeatedly building relationships with customers who trusted my input and quality of work, I moved into Voice Design and Training. This role took customer experience a step further as I met with customers on-site to analyze and improve their voice network design and by providing on-site training the end-users to use the new/updated systems. My success in this role was largely due to my ability to work with cross-functional teams to improve both our internal processes and the quality of work we delivered to our customers. Additionally, ensuring that all improvements and training curriculums were documented and updated was an extra project I took on in order to set BITS up for success as we continued to grow.In this role I became a highly trusted and requested consultant for customers and internal leadership alike.

Having proven myself as a troubleshooting wiz and an expert in BITS systems and processes, I was promoted in the the Operations Specialist role.At this stage BITS started to grow at a faster rate and I was tasked with addressing the changing needs in customer implementations processes to ensure that BITS delivered high quality service in a fast paced industry. My ability to learn quickly and improve processes led to improved customer satisfaction due to the decrease in mistakes and issues and increased rate of meeting or exceeding deadlines and expectations. My success in this role was due to my technical knowledge, detail oriented approach, and communication and relationship building skills that I leveraged cross-functionally and with customers.

My BITS career began by working with customers on day to day challenges they had with BITS managed CISCO hardware. I became an expert in troubleshooting supported routing and switching services quickly.I expanded my expertise into creating and maintaining VPN routing configurations, end-user databases, and hardware. Continuing to grow my ability to troubleshoot across all BITS offerings. With the expertise gained, I established the documentation standards to keep clear visual designs of customer facing network diagrams for efficient and effective troubleshooting as BITS grew.

Pennsylvania, United States

I managed and coached a team of six to meet and exceed quotas and customer service skills. In my time in the management program I improved sales performance and decreased the rate of turnover in my store. I became known for my expertise in the Electronics & Easy Tech departments I managed and my team became the leaders in customer service and satisfaction, ultimately leading to improved sales.

Pennsylvania, United States

Staples Inc. is an office retail company primarily selling office supplies and related products and services both via retail channels and business-to-business-oriented delivery operations. I collaborated with cross-functional teams on product merchandising projects aimed at increasing sales and customer satisfaction. I built great raport with both my peers and customers.