Personal Vacation Advisor

• Mar 2018 - Present

As a Personal Vacation Advisor, my goal is to help you find and plan the most magical vacation that you and your loved ones deserve, and more importantly the magical vacation that you want. As a Personal Vacation Advisor, my goal is to help you find and plan the most magical vacation that you and your loved ones deserve, and more importantly the magical vacation that you want.

Global Support Client Specialist II

• Aug 2016 - May 2018

Co-Founder/Marketing Manager

• Apr 2013 - Apr 2017

Co-founded and help build/design a fan-run music blog site. Effectively manage a group of writers, photographers, and staff members located throughout the USA and Canada. I have also help design and implement an advertising campaign to help generate income for the site. www.WeListenHear.com Co-founded and help build/design a fan-run music blog site. Effectively manage a group of writers, photographers, and staff members located throughout the USA and Canada. I have also help design and implement an advertising campaign to help generate income for the site. www.WeListenHear.com

Team Champion/Mobility Support Specialist

• Sep 2014 - Aug 2016

Contractor position for Honeywell/Enterprise Mobile Mobility Support Specialist, Team Champion • Perform level 1 support for mobility clients that included: device passcode resets, email/contacts/calendar sync issues, line of business application support, mobile device OS support, break/replace requests, carrier-facilitated requests. • Perform level 2 support for mobility clients that included: MDM admin support including create/terminate/modify MDM users, processing L1 escalations for further assistance, proactive work queue management. • Team Champion responsibilities: Actively coach under-performing agents for AHT, Quality, and procedural issues, Run daily reports for agents on team in regards to metrics and SLA, Conduct daily team meetings to discuss overall progress and other KPIs, assists agents via floor-walking and/or chat resource. • Subject Matter Expert for multiple client accounts. • Call Center Apple Liaison Specialist for all Apple/iOS related issues. • Helped achieve site-wide HOS Bronze status; HOS is Honeywell’s internal Six Sigma-based operating system.

Help Desk Team Lead

• Sep 2010 - Sep 2014

Perform L1 Help Desk activities such as: Password resets, account unlocks, creating/deleting/modifying distribution lists, creating/deleting/modifying email addresses, basic troubleshooting of users' issues. New Hire setups and terminations of users' accounts. Perform L1 Help Desk activities such as: Password resets, account unlocks, creating/deleting/modifying distribution lists, creating/deleting/modifying email addresses, basic troubleshooting of users' issues. New Hire setups and terminations of users' accounts.

Apple iPhone Senior Advisor

• Apr 2009 - Jan 2010

Provided assistance to iPhone Senior Advisors (Level 1) via chat, email, and phone. Took supervisor/manager calls for Apple customer issues. Performed RTAs (Request for Technical Assistance) and sent to Apple Engineers for further assistance. Incident management for customer issues including but no limited to: full device replacements, customer appeasement items, and customer satisfaction complaints. I also managed a group of other Senior Advisors (Level 2) and assisted with issues as well as performed weekly coaching with the agents on metrics, customer satisfaction, and training.

Technical Support Specialist

• Mar 2008 - Apr 2009

Promoted to Tier 3 position 6 months after completing new-hire training. Served as liaison between internal Tier 1 agents and other technical departments (engineering, network, etc.). Handled supervisor and or escalated calls from front-line agents. Promoted to Tier 3 position 6 months after completing new-hire training. Served as liaison between internal Tier 1 agents and other technical departments (engineering, network, etc.). Handled supervisor and or escalated calls from front-line agents.

Assistant Manager of Customer Relations

• Oct 2006 - Oct 2007

Originally hired as a customer relations associate and promoted to Assistant Manager after only 3 months. Originally hired as a customer relations associate and promoted to Assistant Manager after only 3 months.

Leader Insurance Customer Service Representative

• Sep 2004 - Aug 2005

Provided customer service support for Leader customers including but not limited to: policy change questions, billing questions, payment processing, and policy cancellations. Accomplishments: Located a billing error in the company's system, while performing research on a routine call, that led to saving the company a significant amount of money. Provided customer service support for Leader customers including but not limited to: policy change questions, billing questions, payment processing, and policy cancellations. Accomplishments: Located a billing error in the company's system, while performing research on a routine call, that led to saving the company a significant amount of money.

Technology Associate/Assistant Webmaster

• May 2002 - Jun 2004

Installed, modified, repaired, updated, and implemented all forms of technology throughout the school district. Maintained district wide network using Cisco routers, switches, and hubs. Assisted district webmaster in designing, updating, and creating the district's website. Installed, modified, repaired, updated, and implemented all forms of technology throughout the school district. Maintained district wide network using Cisco routers, switches, and hubs. Assisted district webmaster in designing, updating, and creating the district's website.