Job Role: Lead Support Agent, ensuring data accuracy. Charged with creating new process and business innovation to improve the quality and completion time of Support work. Created walk through documents, which have been used for new hire trainings.Proven Leader - Lead process improvement team, facilitated meetings and ensured tasks were completed on time.Prove Customer Advocate - Handled highly escalated case, by identifying the root cause and resolving to the clients satisfaction.Proven Innovator - Assisted with identifying areas of improvement and establishing an creating documentation to reduce rework.Proven Success - Month over month lead the team in cases resolved within SLA.

Job Role:Hands on Order Manager, Ensuring successful completion of customer installs.Charged with inspecting service agreement for accuracy, and accurately building the order in the billing system.AccomplishmentsProven Leader - Acted as interim supervisor as needed.Proven Mentor - Assist with new hire training, teaching best practices for customer care and order accuracy. Proven Innovator : Produced new reports to more simply show team metrics.

AccomplishmentsProven Leader - Lead multiple projects for the Business Analyst team through completion including training employees on Excel, SQL, Access and Salesforce use.Proven Innovator - Introduced best practices to handle daily tasks efficiently.

Proven Innovator - Assisted with the department merger and restructuring process by giving regular feedback and assisting in writing new processes before the launch and holding weekly meetings after launch to gather and present agent feedback to management.

Proven Leader- Acted as Floor Support as needed while managers where off site or in meetings.

Mentor -Acted as SME for new hires and assisted in training