Operations Manager

• Sep 2022 - Present

Project Manager

• Oct 2020 - Dec 2022

Lead Accounting Assistant testing and using alpha phase developed Python and VBA applications to limit the possibility for human error. Testing of a UI shell for a deprecated Dealer Resource Management platform. Alpha testing for database, app development, and process improvement tools. Extensive Contact Center Solution / UCaaS evaluation, implementation, and improvement lead. o Comparing market leaders such as:  Twilio Flex Dialpad Five9 8x8 Freshworks JustCall Grasshopper InContactIVR ManagementKPI Monitoring and Team LeadershipProject management• CRM and Vendor integration• Engagement with key decision-makers and fostering vital communication and organization. • Process documentation and improvement. • Complex process management involving a nuanced technology and compliance stack with 2 of the largest manufacturing companies in the world during a pandemic and severe supply chain obstacles. Show less

Senior Team Leader

• Apr 2020 - Oct 2020

Team and Vendor Management during the toughest times of the Pandemic. The first Contract was with a Public service vital to maintaining care and basic necessities during the time. The second contract was for one of the largest ISPs as they moved to bring contact centers back to the US and needed to ramp quickly. Rapid development and encouragement of a highly functioning team able to adapt to a constantly changing environment were key to success. Team and Vendor Management during the toughest times of the Pandemic. The first Contract was with a Public service vital to maintaining care and basic necessities during the time. The second contract was for one of the largest ISPs as they moved to bring contact centers back to the US and needed to ramp quickly. Rapid development and encouragement of a highly functioning team able to adapt to a constantly changing environment were key to success.

Ecommerce Marketing Manager

• Oct 2019 - Apr 2020

E-Commerce and Marketing specialist, launching Google Shopping, Google Ads, and Bing Advertising for our business and improving SEO. CSAT and Reputation Management Keyword Management Marketing Media Creation, Graphics, and Copy E-Commerce and Marketing specialist, launching Google Shopping, Google Ads, and Bing Advertising for our business and improving SEO. CSAT and Reputation Management Keyword Management Marketing Media Creation, Graphics, and Copy

Operations Manager

• Dec 2016 - Oct 2019

As acting IT Administrator I've spearheaded the deployment of Office 365 E3, with PTSN. Developed investor demo presentations and researched key platform technologies and features. Created Power BI dashboards from research data gathered. Researched and deployed CRM and Support Desk solutions. Developed new client onboarding support protocols and processes. As acting IT Administrator I've spearheaded the deployment of Office 365 E3, with PTSN. Developed investor demo presentations and researched key platform technologies and features. Created Power BI dashboards from research data gathered. Researched and deployed CRM and Support Desk solutions. Developed new client onboarding support protocols and processes.

Senior Team Leader

• Sep 2015 - Dec 2016

Microsoft SQL Premier and Power BI Support Senior Team Manager. First team leader hired for Microsoft premier support BPO engagement with Convergys Inc. Experienced with Microsoft Customer Support and Team Management Technologies. Driven to exceed expectations and manage high visibility KPIs. Managed two teams with more than 20 engineers each. Proficient in both customer experience and client relationship management. Trained by Microsoft's best and brightest at the Las Colinas Campus. Show less

TSR Team Leader

• Aug 2007 - Sep 2015

Team Development, Training, Troubleshooting, Process Improvement. Direct Client Relations. CPE and NSAT Improvement Management. WFM. Adding Value to Vendor-Client Relationship, Payroll, Hiring, Customer Experience Management, Premium Support, AV, and HDD Sales, Culture Molding, Business Intelligence, Team Leadership, Operations Coverage. I participated in one of the largest cutovers in telecommunications history with Fairpoint Communications and later the Verizon-Frontier conversion of 19 states. Lead manager for ESG, Wholesale and static IP customer interactions, troubleshooting, and escalations. Show less

Survey Technician

• Dec 2006 - Aug 2007

Making outbound survey calls for various non-profits. Making outbound survey calls for various non-profits.

Xbox Live Support

• Aug 2006 - Dec 2006

Xbox Live and hardware support professional for the launch of the 360 console. Processed returns, assisted with troubleshooting and configuration of the best console on the market at the time. Xbox Live and hardware support professional for the launch of the 360 console. Processed returns, assisted with troubleshooting and configuration of the best console on the market at the time.

Marketing Rep

• May 2006 - Aug 2006

Lead generation for document management software with a minimum commitment to a 30K budget before the lead was verified as actionable. Primarily serviced B2B for local and municipal public sector operations. Lead generation for document management software with a minimum commitment to a 30K budget before the lead was verified as actionable. Primarily serviced B2B for local and municipal public sector operations.

Alumni Scholarship Fund Team Member

• Aug 2004 - May 2006

Contacted high value members of the St. Edwards Alumni community. Updated them about ongoing projects and activities at the university. Worked to gain donations for the Alumni Scholarship Fund. Contacted high value members of the St. Edwards Alumni community. Updated them about ongoing projects and activities at the university. Worked to gain donations for the Alumni Scholarship Fund.