Experience

Crutchfield Corporation

• United States
• Computers and Electronics Manufacturing
• 200 - 300 Employee

• Account Manager | Business Sales at Crutchfield Corporation

  • Feb 2019 - Present

• Residenial Design Specialist, 12v Car Specialist, Cross-Trained Operations Supervisor

  • Jun 2011 - Feb 2019

  ▪ Residential Design Specialist entails accepting Design Requests via email/phone. These requests range from new construction, remodels, or upgrades of current systems. This requires in most cases a consultation, and research of older systems to find viable replacement. In remodels and new construction, a requirement of studying floor plans, and viewing photos of customer projects and designing whole home audio/video system, and home theater systems that will fit the needs of the customer. This results in a recommendation, a very thorough breakdown of their system and continuous support through the process, and tech support during setup, and for the lifetime of the product. ▪ Provide expertise via phone/online chat/email ranging from a wide variety of consumer electronic equipment.▪ Previously a leader in the a select group of car specialists which provides follow-ups with customers after they've placed orders for Car Security/Remote Start/ Keyless Entry systems. To ensure compatibility with the parts for their specific vehicle and to setup proper expectations regarding the complexities of the install process.▪ Previously a part of the Cross-Trained Operational Supervisors (OSUPs) team which monitors coverage and staffing in all channels real time, direct Advisors to move channels as needed, are a go-to for product, policy & procedure, and operational questions, work directly with customers, including escalations, and deal with emergent situations and safety issues. As part of the Sales management team, OSUPs play an integral role in the total quality/continuous improvement process. Show less



SYKES

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Telephony Administrator, Information Technology Assistant

  • Sep 2006 - Jun 2011

  ▪ Assist with a variety of local staff issues with PC’s and phones.▪ Helped manage and maintain local servers. ▪ Managed the Lenel Security System which provides building access and assigned access badges to employees.▪ Communicated with upper management to ensure that maintenance and repairs are performed in a timely manner and completed to satisfaction.▪ Attended weekly conference calls with corporate IT to ensure new processes are being implemented, and discuss to issues, solutions and ideas.▪ Attended and completed extensive training sessions with corporate IT that included Windows Server 2003, Deploying Windows Server 2008 and Microsoft ISA Server 2006.▪ Completed a yearly inventory for Systems and Telephony hardware, and managed purchases of headsets.▪ Create and manage local phone logins, vectors, call routing and phone configurations via Avaya Site Administrator.▪ Managed and maintained local PBX including installing DS1 boards for additional T1 circuits.▪ Communicated directly with our clients to troubleshoot issues and outages regarding the their tools and applications.▪ Communicated directly with our service providers (AT&T and Verizon) in event of circuit issues and outages (T1, DS3, etc.).▪ Maintained Disaster Recovery Plan. Show less

• Operations Desk Analyst

  • Sep 2006 - Mar 2008

  ▪Performed reporting for each line of business associated with our local site.▪ Managed account service levels via real time queue watching, forecasting callvolumes, reporting, and schedule adherence.▪ Communicated directly with business clients to manage call volumes.▪ Created and maintained our daily Points Report. Including PerfectAttendance Credits and Historical Point Roll offs with Microsoft Excel.▪Assisted with payroll and time keeping. ▪Work closely with Team Managers and upper management regardingagent issues with attendance and scheduling. Show less

• Quality Assurance Technician

  • Feb 2005 - Sep 2006

  ▪ Performed internal help-desk responsibilities such as; assisting agents with troubleshooting steps to help their customers, supervisor call takeovers, escalated cases to external and internal departments.▪ Attend weekly conference calls with the client to ensure the quality team is properly calibrated, to ensure accuracy in our scoring methods.▪ Monitored agent calls, and provide quality feedback.