Supports the delivery of quality software solutions through market research, product development and rollouts, and ongoing sustainment for assigned products with the support from management. Manages business processes and assigned external relationships with the support of others.Conducts market research including customer surveys, one-on-one customer interviews, and competitive analysis with guidance from management. Monitors customer feedback and provides consolidated tracking and reporting of market needs. Develops product requirements with management support and works on a daily basis with Technology teams to prioritize and implement requirements, do customer market testing (validation), perform user acceptance testing, and launch the requirements. Puts together execution plan with management help and coordinates efforts with various functional areas (marketing, customer-facing, billing, etc.) to roll out new products or enhancements and drive customer satisfaction. Partners with sales, customer success, and marketing organizations to devise programs to increase customer sales and decrease cancellations. Prepares reports and analyzes product and customer data. Delivers presentations at speaking engagements to drive customer awareness of product capabilities and new customer initiatives. Supports assigned external relationships with OEMs, third parties, and other external industry professionals.

Lead web and mobile browser work cross-functionally with IDS, Customer Operations, Marketing, UX and related teams to drive an innovative product and vision.Oversaw entire product deployments from vision and creation to rollout and delivery.Build and maintain backlog of all web and mobile browser requests, ensuring prioritization of strategically aligned initiatives to be seamlessly driven within the sprint.Managed implementation of new features by outlining plans and specifications such as how, where and when each component would work.Participate and lead business case and competitive analysis related consumer insights and integrating them with design for implementation and final release. Consistently balancing the needs of competing stakeholders to ensure decisions made reflect the best interests of the company.Compose user stories for development team and tracking the progress of in-house and offshore developers during daily stand-ups and action meetings. Write acceptance criteria for approval and validation of user stories while managing portfolio of initiatives.Responsible for guiding both short- and long-term product vision in a manner consistent with internal and external customer expectations.Partner with data collection team to gain insight to help better build exceptional customer ordering experiences and creative solutions to evolve customers' preferences.

Deliver scheduled and restorative support services for complex hardware and software environments, with a high degree of customer satisfaction using documented procedures, manuals, investigations, and consultation with an informational database.Assist helps desk analysts with problem resolution and knowledge support. Identify trends, propose possible solutions and coordinate implementation of staffing changes.Ensure proper escalation of all restaurant and customer concerns.Quickly communicate issues and escalations to all parties of interest.Report status of service to senior staff and ensure processes are completed within a reasonable timeframe.Facilitate final service delivery by maintaining follow-up contact with customer and help desk.Assist in development and recommendation of new or revised help desk processes, procedures and knowledge bases.Assist in developing and enforcing quality control measures including procedures, documentation, problem record analysis, customer feedback and statistical process controls.

Lead shift and assign team members at all times, monitor all absences and provide feedback to the supervisor regarding staffing recommendations. Identify trends, propose possible solutions, and coordinate implementation with the supervisor of any needed changes.Provide daily direction and communication to team members so that calls are answered in a timely, efficient and knowledgeable manner.Ensure all calls are answered in a timely manner and that the correct procedures are followed by CSRs.Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.Monitored employee tasks, evaluating information processing and performance to gauge business functions and inefficiencies.

Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.Maintained accurate and current customer account data with manual forms processing and digital information updates.

Answered customer telephone calls promptly to avoidon-hold wait times.Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.Cultivated customer loyalty, promoted repeat customers and improved sales.

Direct work of subordinate employees to include setting priorities, assigning tasks; monitoring and evaluating performance, coaching and developing employee capabilities; approving leave, recommending a variety of human resources actions such as promotions, reassignments, awards, preparing performance evaluations.Oversaw daily monitoring and patrolled buildings, grounds, and work sites. Schedule screening personnel to provide efficient and effective screening of all persons, baggage and cargo.Participate in development of strategic planning initiatives, workforce planning, succession planning initiatives.Participate in development of new policies and procedures and recommend changes in policy and procedures based on observation of work.Prepare various types of communications, reports, and documents that are germane to the work performed.Evaluate screeners on procedures and equipment and provide feedback based on their performance.Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.