Owner Resume WA - Hire IT People

SUMMARY:

Optimistic team leader with over 15 years of experience in support environments seeks opportunity to make an immediate contribution.
Award winning morale booster and team motivator successfully grows and mentors teams while resolving complex technical issues and increasing bottom - line profitability.
Adaptable multi-tasker leads support and engineering teams under tight time constraints while maintaining a big-picture viewpoint for process improvement.
With exceptional interpersonal skills that establish and maintain credibility quickly, flexible leader with a passion for customer service will gain immediate respect and buy-in from members of cross-functional and cross-site teams.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Owner

Confidential, WA

Responsibilities:

Developed and marketing a small business for nutritional therapy.
Created and presented PowerPoint slideshow used during client seminars. Clients gave 4 star rating
Optimized the "Eating to Live Better" websites and the main company blog to boost traffic to the sites.
Managed business finances, including paying vendors and suppliers for services rendered.

Homemaker

Confidential, Washington

Responsibilities:

Promoted language development skills through reading and storytelling.
Maintained a child-friendly environment by allowing frequent access to outdoor activities.
Instructed children on proper health and personal habits.
Organized and engaged in recreational activities such as games and puzzles.
Made nutritious breakfasts, lunches, dinners and snacks for the children.

Project Manager

Confidential, Redmond, Washington

Responsibilities:

Monitored and managed project timeline via Microsoft Project.
Collaborate with Defense Safety Oversight Council representatives to facilitate armed services adoption of Joint-Maintenance Resource Management initiatives.
Coordinated on-location shoots for maintenance resource management and safety videos.
Flagged potential issues to be addressed and performed risk analysis.
Recommended process and systems improvements such as weekly video conferencing and communications plan.

Real Estate Investor

Confidential, Redmond, Washington

Responsibilities:

Analyzed and invested in residential real estate; renovated and resold or rented properties.
Handled marketing efforts; created effective foreclosure pamphlet for mass mailing that increased business by 15%.
Marketed and sold property for clients by hosting open houses and advertising online and in print.
Negotiated, facilitated and managed real estate transactions.
Showed properties to potential buyers and other brokers at open houses and by appointment.

Senior Manager

Confidential, Redmond, Washington

Responsibilities:

Oversaw call center operations, business requirements, staffing, scheduling, hardware, strategy and budgeting to support worldwide Office teams and partners.
Recruited and motivated 25-person call center teams for Word, PowerPoint, Publisher, Access, Outlook, and Visio products; mentored product leads, support engineers, beta testers, writers, and editors for US and internationally.
Documented service delivery, training, customer satisfaction, knowledge database, tools, marketing, staffing, hardware, and communications specifications efforts for each product release.
Met all customer call guidelines including service levels, call length, and productivity.
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Strengthened company's customer loyalty by leading implementation of “Macro Virus” project.
Implemented innovative programs and received recognition for increasing employee loyalty and reducing turnover.
Hired and trained over 250 staff.
Conducted performance reviews for all Customer Service Representatives, coordinated staff training programs, coached staff to optimal performance, and facilitated professional development.
Identified need for new Visio training, sought out and obtained substantial resources and budget from VP to revamp training program, increasing customer satisfaction by 17% and reducing call times by 5 minutes.

Engineer

Confidential, Redmond, Washington

Responsibilities:

Provided technical support for Word, PowerPoint, Outlook, Publisher, Chart, and Project applications via phone and online customer service.
Mentor/Trainer to new employees
Escalation engineer for customer issues