2022-PresentSr. Repair Services ManagerI am responsible for managing 10-15 employees through day-to-day operations that includes controlling workflow and on time delivery of repair services. Setting goals and commitments for the department to increase on time delivery through put and profitability. Responsible for high level escalation and conflict resolution for customers and third-party vendors. · Management and logistics of turnkey projects that include fire life safety systems, construction, and other trades· Responsible for drafting and submitting high profile proposals to customer through third part systems· Collaborate with executive leadership on department performance, processes and procedures, and best practices on increasing profitability· Collaborates with team members on performance, forecasted and current work, managing the relation and workload with 3rd party contractors on performance to ensure on time delivery

I am responsible for managing relationship with our external partners within my assigned region and assist our team nationally. This includes driving results from our partners for on time completion of both PM’s and Repairs Service Orders for all of our client’s fire and life safety systems. Managing our partners workload and performance, holding them accountable for the contracts they hold with Telgian, on site performance and local AHJ requirements. • Resolve external partners paperwork and compliance issues to ensure on time billing. • Communicates with external partners performance, adherence to Telgian standards, expectations and their current standings therein. • Collaborates with Procurement on partner performance, any concerns and working to ensure we are utilizing the partner that best fits for work that must be performed. • Assists in legal investigations, fact finding when attorney client privilege has been initiated in all potential liability issues. • Handle all AP inquiries from our external partners – and resolving any issues that may arise for outstanding balances or credit hold situations. • I have been a lead in this department for over a year, and have been charged with training new associates, ensuring their understanding of Telgian Standards, basics roles and duties of the VAS, and continued education and remedial training as needed for our team.

• Address and resolve customer product complaints empathetically and professionally.• Defuse volatile customer situations calmly and courteously.• Refer unresolved customer grievances to designated departments for further investigation.• Accurately document, research and resolve customer service issues• Resolve service, pricing, and technical problems for customers by answering questions.

IPACESETTERS, Mesa, AZ 2014-2016 Operations Manager Responsible for day-to-day operation and project activities for all employees and management including scope execution, resource planning, timeline creation, client communication, collaborate initiatives to increase sales and exceed company objective, manage calling lists to reach penetrated level according to deadline, coached and developed team to identify opportunities for improvement and develop solutions to improve business processes. * Managed team of 50+ individuals during daily operational hours * Implemented team building activities to motivate a strong team dynamics. Prepared and guided the team to be a successful sales driven team in the call center. * Spearheaded the development and execution of operation initiatives to increase revenues, reduce expenses, and penetrate new markets. IPACESETTERS, Mesa, AZ. 2013-2014 Account Manager Responsible for client relationship with daily communication on best practices, calling list challenges, communicated with operations on client objectives and appropriate actions in exceeding client expectation. * Built calling plans according to list size to penetrate according to deadline * Gathered, analyzed, and discussed market trends and data with operations team * Discover client business needs and work for appropriate solutions IPACESETTERS, Mesa, AZ. 2009-2013 Team Leader Coaching and developing of team members, managed team performance and progress, foreseen the management of projects from telecommunications and the cable industry. * Identify problematic areas of performance to take necessary action to make improvements * Communicate with clients and implement the necessary changes to meet client request * Problem solving under pressure and organizational time management skills

• Received inbound calls and dispatched roadside assistance for Chevrolet, Buick, and Cadillac customers who have elected to have roadside assistance.• Investigated and resolved customer inquiries regarding roadside assistance and complaints in a timely and empathetic manner.• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

• Managed employees and delegated work assignments• Promoted the continuous development of employees and identified candidates for management development process.• Developed and implemented merchandising plans • Oversaw day-to-day operations of the department, along with inventory control and scheduling.• Instructed staff on appropriately handling difficult and complicated sales/situations• Interviewed job candidates and made staffing decisions.• Investigated and resolved food quality and service complaints.