Team Lead, Client Support

• May 2021 - Present

Client Support Specialist

• Oct 2019 - May 2021

Operations Supervisor

• Mar 2015 - Oct 2019

 Managing all client complaints and concerns, identifying problems and resolving issues  Developing new client relationships Increasing client engagement throughout Loyalty Program Supervising a team of 20+ associates Empowering and developing employee engagement (check in conversations, feedback, recognition, supportive culture, initiative, relationship with colleagues and management, personal development) Holding associates accountable for their work by setting expectations, achieving commitments, providing feedback and evaluating effectiveness Developed a new employee training manual to increase efficiency and productivity Reduced employee turnover by 50%  Developing and implementing organizational strategies, best practices, policies and procedures for various aspects of operations Ensuring business meets all quality, health and safety standards Establishing and maintaining relationship with suppliers Identifying opportunities for new products, new suppliers, cost reduction and business growth Managing workforce using KRONOS solutions (employee scheduling, training, time and attendance, absence management, employee requests, boarding new hires, providing access and training for clock users, controlling overstaffing and understaffing, controlling overtime) Administrating Payroll (hourly staff time edits, pay codes for commission or training purposes, vacation, STATs, LOA, making sure that everything is correct for payroll cut, generating reports) Managing and monitoring day-to-day operations Using IT knowledge to improve and speed up business processes Responsible for inventory management, controlling and forecasting operational budget

IT Customer Success Manager / Key Account Relationship Manager

• Aug 2007 - Mar 2015

 Managed and developed long term client relationships and negotiated contracts with new clients Established professional, trusted advisor relationship with key personnel in assigned accounts Identified client’s requirements, provided consultation on products and services within portfolio Assisted clients to achieve technology objectives and meet required standards by obtaining the correct technical solutions Resolved a broad range of client issues (technical support and troubleshooting) Increased client engagement throughout Rewards Program (incentives) Participated in client’s marketing planning process, communicated upcoming promotions and optimization opportunities Enhanced corporate growth by increasing client list by 25% Oversaw distribution channels and identified opportunities for new products and business development Created and edited various documents, reports, spreadsheets and presentations  Executed and managed daily business development activities including market research, cold calls, proposals, product development (R&D) and consumer marketing support Trained clients and maintained a deep knowledge of technology products and services applicable to the client base, including hardware, software and Info Gama services Analyzed sales regularly to manage product life cycle, inventory models and selling rates