Working with various Florida Department of Transportation (FDOT) offices in consultant capacity. Certified in Maintenance of Traffic (MOT), Asphalt Paving Levels I & II. Performed field permit inspections with exceptional adherence to detailed construction and utility plans. Maintained thorough and complete communication with the field office, acting as liaison and primary point of contact between utility and construction contractors and FDOT. Currently managing a $900k FDOT contract, writing all work documents and maintaining open communication with contractor and subcontractor while encouraging adherence to strict deadlines for field work. Managing invoicing and applying liquidated damages when terms of contract are not met.

Administrates and maintains website, marketing, and social media outlets, including Facebook page and website blog. Administrator of Active Campaign marketing platform, which includes customer contact management, marketing automations, and creation of monthly newsletters. Created editorial calendar to ensure content providers have a schedule of content delivery. Acting Content/Copy Editor for website, which includes creation and maintenance of downloadable Finishes Guide asset and some blog content. Administrator of Google Suite business email domain. Contributing administrator of Buildertrend, construction invoicing & catalog application, and FreshSales, customer resource management application. Created interactive webinar presentation using IntuiFace software.

Remotely managed a 50+ member global Process Review Board (PRB) that created and monitored global processes across Primary Support (PS). While ensuring accountability of PRB members, worked with key global stakeholders at all management and executive levels to ensure their buy-in and support of global processes and initiatives. Working with Deep Dive teams, evaluated process duplication using LEAN methodologies to find and implement ways to increase organizational efficiencies. Collected and collated all yearly global ISO audit results and delivered Lumira reports to stakeholders, highlighting best practices, areas of improvement, and non-conformities and ensuring closures of open audit findings. Created internal blogs that highlighted those reports, as well as other global processes and best practice processes. Worldwide Integration Process Strategy (WIPS) Core Team – member of 6 person global team focused on process integration of all SAP purchased companies (Success Factors, Field Glass, Concur, etc.). Reviewed processes of integrated companies, looking for and implementing best practices while ensuring proper ISO compliance and eliminating process duplication.

Acted as single point of contact for local office and global organization in terms of quality, security, and data protection related questions, tasks, and projects. Created quality, security, and data protection awareness in location/organization by administering self-assessments, mock audits, and info sessions. Acted as Lead & Co-Auditor in global location audits, working with local Compliance Coordinators to audit process, quality, security, and data protection procedures and records. Rolled out quality relevant information to location and organization. Prepared local office for internal & external ISO 9001 audits, helping auditors with preparation and execution of audits (e.g. audit agenda), and initiated and conducted audit follow up. Cooperated closely with Process Governance & Auditing Board in regular compliance and support meetings. Created and maintained ISQMS and process documents, maintaining document control on all quality, security, and data protection relevant records. Utilized Signavio software to create process flow charts and documentation.

Managed a team of 12-15 Technical Support Engineers, ensuring their adherence to best practice case management of top tier BOBJ and SAP customers. Effectively performance managed development of engineers by creating corporate and personal key performance indicators (KPIs) and development plans to improve leadership & technical skills, process knowledge, and soft skill capabilities. Selected to participate in regional and global KPI calls, setting quarterly and yearly KPI goals for Support. Provided customer sponsorship for select customers, including being direct point of contact for escalations and promoting a customer quote initiative. Promoted strong sense of urgency for reaching and exceeding both personal and team goals while ensuring top talent and critical skill retention. BOBJ/SAP ISO Certification Team Manager – instrumental in initial ISO certification of Technical Support Americas, including personal Lead/Co Auditor certification and development of ISO classroom training program, which was later used as model for global ISO training initiative.

Managed a team of 10 Customer Service Representatives fielding front line customer service inquiries via phone and email for all of North America.. Performance managed development and adherence to goals for each rep, including those in a remote location, while still maintaining key roles in several outside project groups. Wrote and delivered monthly and yearly performance evals to each rep. Directly and indirectly handled escalated issues that required management level decisions. Created and documented policy and procedure for team, including schedule modifications to account for peak volume levels, to improve efficiency and overall team performance. Created a training program and matrix of required Customer Service training that was lacking in operation. Integral part of Customer Service portion of First Logic integration, working closely with both First Logic Customer Service and BOBJ Integration teams. ATAC Training Coordinator Virtual Manager – Coordinated focus groups and feedback from Engineers on training needs for the Americas Technical Assurance Center (ATAC). Acted as ATAC liaison with WW Training Coordinator and the University of Business Intelligence (UBI), global learning center.

NETS – Created and Supervised a 24x7 team of 10 reps handling internal and external communications about network failure and maintenance for the Sprint/Nextel iDEN and CDMA networks. Managed performance and adherence to goals for each rep, while still maintaining key role in several outside project groups. Created alternative schedules for 24x7 group, soliciting input from peers as well as employees. Wrote and delivered performance evals at yearly and mid year marks.

Supervised and developed team of Tier 2 technical support reps supporting Blackberry units as well as all Nextel Data products and services. Directly and indirectly handle and resolve customer escalated technical issues or high priority situations that require decisive resolutions. Provide day-to-day motivational support for team, including coaching to goals and maintaining technical articles and information for team use. Perform data collection from several different sources to generate productivity and performance reports. Create schedules to accommodate peak trends in call volume and deliver monthly coaching evals and monitors to each rep.

Supported Strategic Care Specialist team of 12 in day-to-day management of Strategic customer accounts. Fielded questions from New England team to provide thorough resolutions to customer issues and system operations. Multi-tasked to meet SLA dates as well as escalated customer issues.

Provided specialized, strategic support for Nextel Public Safety Accounts in all areas of customer care including technical support, billing research and account modifications. Performed Rate Plan Analysis. Served as Customer Care advocate for all PS accounts. Assisted Account Managers and Account Specialists in completing customer requests for changes to Strategic accounts while in Public Safety. Outage Notification - Provided quality information to Strategic customers regarding localized outages in network systems.

Provided excellent Technical Support based on full understanding and knowledge of all designs of Nextel units and network systems relating to voice and data transmissions. Compiled reports consisting of call tracking data for all of Tech Support, Temple site, resulting in increased one-call resolution for Tech Support, as well as Customer Care. Customer Care - Enhanced customer relation skills with one-call resolution working as a Customer Care Representative while still maintaining exceptional customer rapport and call statistics.