Experience

St. James Episcopal Church

• Religious Institutions
• 1 - 100 Employee

• Deacon

  • Feb 2023 - Present

  Seminarian, Deacon Website management Broadcast technology management Seminarian, Deacon Website management Broadcast technology management



Episcopal Diocese of Southwest Florida

• United States
• Religious Institutions
• 1 - 100 Employee

• Transitional Deacon

  • Jan 2022 - Present

• Deacon, Calvary Episcopal Church

  • Jan 2022 - Aug 2022



Vispero™

• United States
• Manufacturing
• 1 - 100 Employee

• Technical Support Consultant

  • Jul 2022 - Jan 2023

• Technical Support Manager

  • Jul 2020 - Jul 2022

  Developing and achieving Technical Support objectives and goals to support the organizational vision. Managing and directing a team of Technical Support agents, leads, and supervisors while leading the development of the vision and strategy for the Sales & Service team. Assisting in developing an annual business plan to incorporate best call centre practices to meet market and company needs. Ensuring targeted service and performance standards are achieved or exceeded. Executing tactical plans and initiatives that exceed customer expectations via phone, email and web— resulting in increased customer satisfaction and sales and Associate satisfaction that will be realized in lower attrition and higher productivity. Establishing and managing communication channels within and among departments—being the liaison to provide customer feedback to the Senior Management Team.



Revel Systems

• United States
• Software Development
• 300 - 400 Employee

• Enterprise Account Manager

  • Jul 2019 - Apr 2020

  Manage client experience for top tiered client-base, delegating client needs/requests to appropriate teams. Interacting with multiple organizations to improve client experience- focusing on sense of urgency and resolution timing. Build and maintain strong, long-lasting client relationships with top-tied customersServe as the lead point of contact for all customer account management mattersNegotiate contracts and close agreements to maximize profitsDevelop trusted advisor relationships with key accounts, customer stakeholders and executivesEnsure timely and successful delivery of solutions according to customer needs and objectivesClearly communicate progress of identified initiatives to internal and external stakeholdersDevelop new business with existing clients Identify areas of improvement to meet sales quotas

• Sr. Technical Support Manager

  • May 2016 - Jul 2019

  Promoted in May 2016 to lead Technical Support teams within Customer Support division as company expanded from USA to countries worldwide (additional offices in Australia, EU, UK, and the Pacific Rim). Quick-service (QSR), retail, and restaurant clients include Cinnabon, Chobani, Goodwill Industries, The Indianapolis 500 and many more, with thousands of POS locations globally. Currently oversee Billing and Client Relations segments of Customer Support, with two managers and staff of seven (5/18- ). Also continue to support T1, T2, and T3 teams. Focus on churn investigation / analysis, cross-cultural communication, staff mentoring and coaching, report creation and rapport building. Recognized for subject-matter expertise in resolving client escalations. Created guidelines (ISO27001 requirements), metrics and goals for T1 team; raised First Contact Resolution (FCR) to 80% or better. Successfully promoted 50% (12 of 23) of T1 help desk team to T2 and motivated team to increase solve rate. Team excelled, improving from 2-3 per day to 10 per day.Created digital training that was distributed to all remote employees.

• Quality Assurance Analyst

  • Jan 2016 - May 2016

  Internally recruited to spearhead new QA department. Designed all SOPs, including agent call interaction scoring sheets and new-hire training curriculum. Selected, trained and mentored two evaluators. Worked with departments including sales, Technical Support and engineers to ensure customer satisfaction. Created (and continue to instruct) Team Lead Soft Skills Training (basic and advanced versions).Developed protocols that significantly improved quality of customer support call scores; to date, scores are up by nearly 30%.Selected to travel to Dallas to instruct/mentor T1 agents: Raised productivity metric to 13% above (previously unmet) goal and doubled the solve rate.Earned individual trophy for Teamwork for 2016.

• Senior Escalations Specialist (Sales), Team Lead

  • Mar 2013 - Jan 2016

  Recruited to join small start-up as first technical support agent in Florida. Advanced quickly to team lead, supervising team of five. Co-developed help desk system, from ticketing and client training to systems support and escalations. Evaluated client networking software issues. Supported quality assurance process for product development; audited and updated product documentation. Strengthened / focused escalations to improve productivity and client satisfaction. Created 35 guides and instructional videos (Revel Reporting Guides for Troubleshooting).Rescued key account: Identified duplicate entries via file analysis and documentation review; provided one-on-one system training; enabled company to track $5+ million annual revenue effectively / efficiently.



Geek Squad

• IT Services and IT Consulting
• 700 & Above Employee

• Advanced Repair Agent

  • Jul 2010 - Mar 2013

  Recruited from Best Buy floor staff for advanced knowledge of Windows, Apple and Android operating systems. Promoted rapidly from Consultation Agent to Advanced Repair (“Counter Intelligence”) Agent to evaluate, troubleshoot and repair systems and to educate customers. Conducted data recovery, transfers, and virus removal. Designed education program covering basic computer and tablet usage; conducted 30-60 minute member training sessions, 10 hours per week. Recognized by co-workers, customers and vendors for skill in identification and analysis of root causes, tenacity to find solutions, and ability to translate technical information to non-technical audiences.


Best Buy
• Retail
• 700 & Above Employee
• Digital Technologies Specialist

  • Aug 2009 - Jul 2010

COMCAST CABLE COMMUNICATIONS
• United States
• Telecommunications
• 1 - 100 Employee
• Internet Technical Support

  • Sep 2007 - Jun 2009