Senior Call Center Lead/SME responsible for managing call center agents, inbound/outbound call queue, attend WebEx and Zoom conference calls to digest and document product and procedural updates.Tasked with updating and maintaining content for Team Lead Playbook which contains SOPs for supporting both Cognizant (Employer) and Nike Stores (Client) in North and South America.Implemented new hire training curriculum/agenda and instruction of new hire classes, including assessment testing to evaluate the level of knowledge retention.Facilitate content review of internal support documentation for 1000+ client side knowledge base articles.

Selected to be part of Ring’s Community Support role to provide sales, installation, troubleshooting and support for Ring video doorbells, smart lighting and security lighting products.Communicate with neighbors while documenting conversation, exchanges, or sessions into different systems. Analyze, isolate, research, and explain step by step technical troubleshooting solutions related to software or hardware.Resolve unique hardwiring inquiries within various Ring products.

Promoted to role to lead the planning, writing and editing of various operational, maintenance and training procedures for PayPal features and PayPal/Payflow user interfaces. Partnered with cross-functional teams and Knowledge Management group to draft and create a high-volume of documentation, user manuals and training courses to support daily organizational functions. Managed and maintained 500+ MTS Technical Support Articles (TSAs), editing documents and drafting updated content as required to meet operational needs. Edited source code for each TSA, removing unnecessary code tags, styles, tables and images to achieve 100% clean content. Tracked all TSAs within detailed Excel spreadsheet and Content Certification Tracker; input all relevant criteria, including tables, code and topics to enable searchable content. Reviewed TSAs and FAQs and characterized based on department, migrating unpublished content to ensure comprehensive knowledge management TSAs and support 100% of business operations. Built partnerships with subject matter experts (SMEs) to obtain technical/product information for creating accurate and informative TSAs. Conducted monthly TSA reviews to identify those with low deflection rates; updated documents as needed to improve content value, resulting in 95%+ deflection rates for all TSAs. Collaborated with offshore resources to revise offshore knowledge management content, integrating third party shopping cart content specific to the India market for 20 shopping carts. Created 42 PayPal Microsite pages in 9 languages, English, French, German, Italian, Chinese, Spanish and Japanese from scratch, migrating content from technical support site to new hosting environment with zero downtime to microsite. (https://www.paypal-notice.com/en/)

Recruited to lead the integration of payment processing services for business and personal merchants. Led the planning, drafting and preparation of procedural documentation for the new processing service. Maintained and presented weekly progress reports and assisted team members with go-live support for global resources. Created and managed CartRef a third-party shopping cart integration knowledge based containing complete integration information, graphics and steps, which grew to be a key tool utilized by Sales, Integrations and additional internal PayPal teams.Delivered quality technical support to global customers, addressing their questions and concerns with the new system to ensure overall functionality. Handled numerous challenging support calls/escalations, using technical experience to deploy effective resolution. Contributed to the development and maintenance of Product Support Wiki, updating content with integration support topics and integration steps to provide additional technical assistance for customers. Drafted PDF tutorial for new Business Standard Account merchants, educating them on developing a new document/link for signing-up new accounts. Selected to contribute to the creation of PayPal tutorial documentation and video tutorials. Received numerous recognitions and awards, including 8 Customer-Focused Quality Awards.

Selected into role to oversee IT operation during the change in leadership and subsequent business closure. Provided complete oversight of network infrastructure, medical scanners and hardware/software supporting on-site and field-based foot scanning kiosks for customer footbed products. Oversaw hardware/software administration and PBX phone system management, as well as the implementation of technologies to enhance operations. Introduced new procedures for delivering rapid troubleshooting and resolution of deployed scanning units. Oversaw the design, layout and implementation of network infrastructure within corporate location, accommodating 4 CAT5 drops at each workstation.

Directed the purchase of rights to Multi-Edit software development program, revitalizing the product strategy and outreach to drive growth and sustainability. Defined and implemented operational structure, processes and procedures, as well as short- and long-range planning. Provided strategic leadership of business operations, including partnership development, business development, strategic planning, marketing and technical content development. Built and managed a staff of up to 13 and 9 contractors. Created and maintained 300-page Multi-Edit product manuals in online and print formats.Developed a new operational plan for reintroducing Multi-Edit to the market with new ownership branding; re-established an extensive reseller network, corporate alliances and customer base to drive product penetration, resulting in 100% monthly revenue growth. Championed global marketing strategies that included email campaigns, e-newsletters, web and magazine advertisements and mailing inserts to drive product/brand exposure and market positioning. Secured marketing partnerships with sole distributor, delivering global new product announcement campaign to 12+ resellers for $130K+, yielding significant cost savings and ROI improvements. Re-negotiated marketing commitments for company decreasing obligations to an all-time low of $38K. Drafted and produced training videos/materials for global employees and customers, driving global sales growth; created product training presentations for vendor sales forces and conducted onsite and remote training to increase product awareness and knowledge. Led the replacement of a failing distributor, expanding reseller base and decreasing sales purchase order processing time by eliminating issues with net payment terms and unpaid accounts.

Brought on to perform system and network administration functions for local and virtual networks on behalf of this privately-held, multi-million dollar firm built around flagship product Multi-Edit. Provided support for Multi-Edit, Evolve and various macros and add-on packages. Handled daily office management and supervised personnel.Took the initiative to learn all aspects of the business, which enabled buyout and continuation of the product line to date.Created printed manuals from the ground-up for Multi-Edit 8.0 and 9.0 releases, which were also used for the main Help system.Established a support knowledge base from all forum and support emails, which was utilized for training purposes and by development team to fine-tune products.

Oversaw daily operations with responsibility for interviewing, hiring, reviewing and terminating personnel. Installed, configured and supported wireless internet for customers. Developed and led training courses.Significantly increased customer satisfaction by merging separate sales and support departments into one customer service department and cross-training staff in both areas as well as eliminating contract staff of 11 and selecting one contractor to handle all onsite issues.Favorably positioned Northlink as a highly desirable business by bringing in wireless internet; efforts led to acquisition by Comcast.