SUMMARY:

• I’m a high - energy leader with the focus and drive required to drive innovations in a fast-paced environment. I have managed customer support, escalations, retention and technical support teams in chat, email, and phone avenues across multiple clients and continents. I have extensive CRM and POS implementation and maintenance experience. I am an experienced software administrator able to juggle the needs of multiple companies or clients at a single time. My time management skills combined with a bullish work ethic and an infectiously positive attitude have allowed me to immediately provide a value add to every organization I’ve joined.
• I continue to improve my understanding of customer life-cycle management and grow my technical skill-sets while working to gain additional responsibility commensurate with my abilities. I hope to do this while implementing the vision and values of my employer into my everyday work experience.

PROFESSIONAL EXPERIENCE:

Confidential,Evansville, IN

IT Manager, Salesforce Developer

• Responsible for day to day maintenance and upgrades of all company servers including Exchange, Lync, Various Web Servers, Cisco Appliances, and Linux based file servers.
• Perform all Salesforce Development with a focus on process improvement.
• Manage all vendor organizations in regards to information technology.
• Ensure software compliance working with Microsoft and various other organizations.
• Provide end user support to employees and consultants both on-site and remotely.
• Manage IT Asset Inventory
• Ensure on-going reduction in IT purchases and maintenance costs where appropriate.
• Assisted with various other business tasks as required to ensure success.
• Continually add value to the culture of the company through a positive attitude and leadership midframe.

Confidential,Evansville, IN

IT, Security, and, Surveillance Manager and Maintenance Technician

• Responsible for Security and Surveillance of all properties.
• Design and develop websites for all business.
• Implement and maintain POS and CRM systems for various retail and service businesses and facilitate employee training.
• Repair failed appliances at all properties.
• Developed and ensure compliance with IT Security policy.
• Establish processes and IT Systems to manage new properties and businesses.
• Responsible for overall maintenance of Kinway Apartment Complex(138 Apartments).

Confidential,Lousivlle, KY

After Hours Tier II Supervisor

• Supervised a team of Technical Support Reprentatives
• Reviewed maintenance scheduled by the Network Operations Center and prepared call center and IVR based on expected impact.
• Ranked as the top supervisor of 13 in department 4 months of 12.
• Led the team with the highest sales rate 10 of 12 months.
• Prepared Executive-Facing Summaries and Analysis of previous day’s department performance as well as an overnight summary.
• Developed and facilitated training material as needed.
• Designed Sharepoint sites to assist in performance tracking, inter-departmental communication facilitation, and keeping electronic coaching records.
• Was responsible for grading employee calls based on established quality guidelines.

Confidential,Jeffersonville, IN

Coach

• Managed contact environments for TiVo Technical Support, Retention and Internal Support; TiVo Australia’s full customer support program; Vonage Chat Sales in America
• Developed a consumer electronics Retention team from a 22% Retention Rate to a 46% Retention Rate while lowering cost/save by over 20%
• Preformed all executive level summaries both client-side and internal
• Forecasted and scheduled for a 24 seat chat program and ran less than 6% absenteeism and 25% annualized attrition
• Developed a chat sales program from a 20% conversion rate to an average of 27.5% in less than 6 months
• Implemented website technology additions increasing chat volume by approximately 75% over a period of 6 months
• Maintained 24-7-365 availability

Confidential Tell City, IN

Assistant Program Manager

• Worked over a team of CSR’s to promote personal development implement strategies for hitting client mandated goals
• Consistently ran the highest maximize (upsell) % of 14 member APM Team
• Assisted in training environment by facilitating the use of Windows XP, all Sprint handsets, and the Unified Billing Platform
• Performed Quality Analytics on all team members

Confidential, Tell City, IN

Help Desk Technician

• Assisted in calibration of support staff on procedures and policies of the client in an outsourced call center environment
• Assisted call center agents with system and policy challenges
• Forecasted Call Flow and assisted in Scheduling working closely with Help Desk Team Lead

Confidential, Tell City, IN

Customer Service Representative

• Assisted as fill-in Help Desk Technician to augment support staff’s ability to meet client mandated goals.
• Assisted in training of newly hired CSR’s with on the job training and quality assurance monitoring.
• Assisted in management of operations on weekends with the sole exempt employee.

Confidential,Tell City, IN

Phase 1 Melt Innoculator

• Preformed quality analytics to ensure specification of molten iron met client standards.
• Strict time management required as schedule adherence was required to prevent large capital loss.
• Augmented liquid iron with wide range of elements based on laboratory testing.