Introduction
Resourceful, accomplished, and results-oriented leader with more than 10 years of collective experience in management, training, operations, program development, and professional coaching roles. Experience spans both entrepreneurial and institutional settings. Detailed, analytical problem solver who specializes in creating innovative solutions to meet the complex needs of organizations, individuals and clients.
Areas of Competitive Advantage
- Management
- Team Training
- Operations
- Interpersonal Communication
- Program Implementation
- Articulate Presentation
- Strategic Planning
- Change Management
- Customer Service
- Professional Coaching
- Leadership
Professional experience
Real Contact, October 2017 – November 2017
Customer Service Manager
- Provided testing and quality assurance throughout the software development lifecycle
- Assessed, implemented and evaluated application and company product usage issues.
- Trained clients/associates on product usage
- Created/Implemented policies and procedures
- Assessed client feedback for the startup
- Managed Customer Service Reps
Tom Ferry, November 2015 – August 2017
Product Support Supervisor
- Position had not previously existed
- Handled all client facing tech support requests
- Lead for in-house education of products and support
- Lead for "at event" product education and support
- In-house representative between IT and all other departments
- Planned/Constructed/Managed/Supported implementation/creation/marketing/education of new products, enhancements and features
- Established/Managed/Supported support request process
- Introduced/Managed/Supported in-house operational processes
- Provided product suggestions based on customer feedback
- Provided testing and quality assurance throughout the software development lifecycle
Tillys, April 2015 – September 2015
EComm Admin
- Temp Assignment
- Performed Data analytics
- Back Up for Customer Service Reps
- Created reports and metrics
- Maintained Database information