•Supports all personnel within the Permitting, Licensing, Utilities, and Market Research Departments.•Analyze current processes, implement solutions, and improve operational efficiency. •Established and implemented short and long-range goals, objectives, strategic plans, policies, and operating procedures. •Monitors and evaluates operational effectiveness, and effects changes required for improvement.•Monitors department budgets and controlling costs where necessary.•Approving hiring and letting go of all personnel within the department.•Interacting with fellow department senior managers for reporting and collaboration.•Communicating financial goals, results, and key performance indicators to direct reports.•Responsible for escalation provided by leads.•Conduct one-on-ones with department leads and provide feedback.•Perform quarterly yearly evaluations for department staff.

Worked in a communication center environment providing technical support via phone system and email for business and government customers.•Assuring all business and government account policies and procedures are followed.•Assisted external users of the customer’s technical products or services by answering questions and solving problems.•Confirm customer understanding of the solution and provide additional customer education. •Providing an in-depth level of knowledge with current product offerings, network capability, and positioning them as strategic solutions in a business environment.

Supervised all bench and onsite technicians by enforcing company policies and procedures, driving accountability, and proficiency through active engagement in the day-to-day service operation. • Performed annual merit reviews and monthly reviews. • Reviewed and responded to customer surveys and drive improvements in customer satisfaction scores.• Supplied daily, weekly, and monthly reporting showing trends and analysis.• Monitored ticketing systems for new critical and high severity cases.

Coordinated delivery of services by assisting with escalations, monitoring ticket status, and allocating resources for effective resolution. • Coordinated time off request and technician work schedules.• Processed service request as they arrive via email, ticketing portal, or phone.• Managed the ticketing system queue to ensure that all tickets are completed in a timely manner in compliance with company SLA’s.

Managed Northwest region field technician correspondences and schedules, while strategically taking initiative to solve current and anticipated problems. • Identified opportunities to optimize technician productivity and customer satisfaction through routing efficiency. • Processed new hire paperwork and create new system users.• Balanced and submitted payroll and payroll reports.• Prepared weekly production reports.