• Highest productivity on team, troubleshooting 3,000+ per annum client technical support requests for a suite of Fortune 500 Company judicial software products. Monitoring and prioritizing the status of these new and ongoing Customer Relationship Management, CRM, tickets to ensure adherence to service level agreements.• Training, mentoring, and/or managing 20+ associates with an ever-growing knowledge of Tier I and Tier II business tasks in the processes of configuration and deployment of software, data conversion, and issue tracking, resolution, and support. • Creating, writing, and maintaining knowledge support channel of 400+ topics per annum, while also enhancing and editing training documentation through the support Knowledge Library. • Facilitating effective communication between the client and all secondary consumers, client management, development, and technical personnel. • Monitor site performance, including outage situations, and perform user acceptance testing following Microsoft server patch updates, software maintenance, and upgrades.

• Streamlined recording, notifying, filing, and releasing processes for Environmental Services and Property Standards Board property liens. • Designed and implemented new 150+ Portable Hydrant registration processing system for Public Works and Utility Customer Service. • Produced training materials and cross trained the CryWolf alarm permit database; CentralSquare Utility Management; and duties for Cashier, Billing Technician, and Utility Billing. • Project manager of annual water rate change for 45k+ households, per each new city ordinance. • Provided accurate bookkeeping, billing, collections, and payments for utility, ambulance, alarm permit, delinquent collections, and any miscellaneous city billing. • Generated specialized reports and provided analysis for Kronos, city special projects, department programs, legally required notices, and open record requests. • Interviewed, hired, trained, supervised, and evaluated work quality for department of approximately 10 associates.

• Fortune 500 Company primary contact for all domestic distribution catalog and center inventory, transportation systems, operating and reporting systems, product safety and recalls, and outside vendor drop ship issues.• 10K+ call center trouble tickets, 100K+ department email queue, and IT system maintenance. • Conducted user acceptance testing, UAT, on new call center production systems and system updates.

• Led approximately 40+ phone, chat, registry and email associates in reinforcing Fortune 500 programs and policies to provide world renowned levels of service.• Inspired associates to achieve their personal goals in the People First growth culture. • Facilitated and resolved performance, timecard and attendance, and disciplinary documentation. • Assisted with recruitment, onboarding, Human Resource documentation and trained Gift Registry and other specialty department classes for new hires.

• Led approximately 40+ phone, registry, and email associates in reinforcing Fortune 500 programs and policies to provide world renowned levels of service.• Inspired associates to achieve their personal goals in the People First growth culture. • Facilitated and resolved performance, timecard and attendance, and disciplinary documentation. • Assisted with interviewing, recruitment, onboarding, Human Resource documentation and trained Gift Registry and other specialty department classes for new hires.