Experience

Living Direct

• United States
• Wholesale
• 1 - 100 Employee

• EdgeStar Technical Support Supervisor

  • Nov 2007 - Present

  Responsible for overseeing daily operation for phone, email and chat queues to ensure customer are assisted within specified time frames. Demonstrated strong leadership skills and the ability to coach and motivate team to attain optimal performance levels in a positive, team-oriented environment. Provide monthly and quarterly performance reviews for direct reports. Create polices and procedures to streamline processes. Ensure that all new hire and current rep are properly trained. Provided monthly and year KPI to the executive team. Assist accounting department with billing issues related to AR/AP. worked with the warehouse to resolve all open RA issues. Work closely with the EdgeStar/Koldfront and Avallon procurement team and other cross-functional members to develop and test new product. Key projects included: • Developed, implemented and maintain support videos to assist customer with DIY of there new and existing EdgeStar/Koldfront product. This brought call volume down by 19.8% while revenue increased by 15.1%. • Coordinated both market research and development with marketing to bring www.kegskin.com to the Living Direct network of websites. • Oversaw implementation of at home agent “AHA” using Cisco VPN and Remote Desktop for the tech support department. • Responsible for overseeing both OEM (original equipment manufacturer) and Extended Warranty Service implementation project including implementing a new process that allows A&E – Sears to service in-home warranty of products. Challenges included ensuring monthly billing, Tech Certification for Sears / A&E Factory Services and setting up a Triage repair for New Leaf that has generated monthly revenue. Show less



Grand Fleur De Lis Bed & Breakfast

• Owner /Manager

  • Nov 2005 - Oct 2007

  Took in bound calls from customers wishing to make reservations. Trained employees on daily tasks. Managed marketing budget for local and Internet monthly sales. Developed and executed marketing plans to drive internet sales Negotiated closure for business meeting, weddings and reunion. Assigned tasks and goals to employees Verified goods / services had been received and invoices where processed. Processed weekly and monthly business report for trends. Took in bound calls from customers wishing to make reservations. Trained employees on daily tasks. Managed marketing budget for local and Internet monthly sales. Developed and executed marketing plans to drive internet sales Negotiated closure for business meeting, weddings and reunion. Assigned tasks and goals to employees Verified goods / services had been received and invoices where processed. Processed weekly and monthly business report for trends.



Apple Computer Inc

• Austin, Texas Area

• Customer Service Support III

  • Jun 2003 - Jan 2006

  As senior customer service support rep for the Apple Care Customer Service Division – responsibilities included Help Desk, Sales Support, Peer Mentor, Direst Dispatch, demonstrating strong leadership skills and the ability to coach and motivate team to attain optimal performance levels in a positive, team –oriented environment. With that, responsibility in-cluded successfully resolving customer disputes with Apple Resellers or Service Providers, IRC consult support with dispatch and tech support Tier1 / EDU/ Tier2. Resolved escalated manager callbacks by effectively applying dynamic listening skills. Process product replacements/refunds on all apple products for multiple repairs and poor customer experience. Special project included: • Conduct refresher training for existing apple care agent who where not meeting monthly metrics. • Participated in two back fill positions assisting different departments with resolving over flow call issues. Show less



Leica Microsystems

• Germany
• Medical Equipment Manufacturing
• 700 & Above Employee

• Service Administrator

  • Jul 2002 - May 2003

  Responsible for managing client spare parts orders, as well as maintaining count of inventory and placing part orders to the factory. As part of this role, responsibilities included monitoring of timely receipt of electronic troubleshooting report. Worked with service engineers to reconcile billable hours and parts. Assisted sales with configuring systems for quotations, maintain configurator system accuracy for production managers and sales. Responsible for managing client spare parts orders, as well as maintaining count of inventory and placing part orders to the factory. As part of this role, responsibilities included monitoring of timely receipt of electronic troubleshooting report. Worked with service engineers to reconcile billable hours and parts. Assisted sales with configuring systems for quotations, maintain configurator system accuracy for production managers and sales.



Mattson Technology

• United States
• Semiconductor Manufacturing
• 300 - 400 Employee

• Sr Customer Support III

  • May 2000 - Jul 2002

  As an International Senior Customer Support III, supported, trained, assisted and work closely with Taiwan RBU to insure all operational needs were consistently met. Provided feedback to the executive team regarding escalations and unresolved issues in CSAP for Intel, T.I., and Motorola in CSAP system. Responsible for processing and completing all international purchase orders for Thermal products. Worked with Third Party Logistics on day-to-day shipping issues. Made sure all international service parts shipped on time through TLS. Reconciled all domestic and international sales orders so accounting could bill them accordingly. Domestic & Canada Customer Service Administrator, Steag/Mattons, Austin TX Oversee opening and closing of CSR’s for customers and technicians. Processed all AST and Wets parts order for domestic clients. Opened RMA’s to rectify damaged or miss-shipped part orders. On-call for customers and field technicians via cell phone, pager, laptop computer, and Internet. Monitored remote onsite Wets parts for stocking inventory. Acting shipping and receiving coordinator trained and orientated temporary employees with company procedures and policies. Confirmed and processed all shipping orders and overseen delivery pick with all FedEx, UPS and Freight companies. Key Project include: • Managed merger between Steag and Mattson customer service databases, as well as overseeing inventory transfer. Show less



First USA Bank

• Austin, Texas Area

• Customer Support Representative

  • Aug 1997 - May 2000

  Responsible included delivering stellar customer service for Southwest and British Airways, Ann Taylor, and Holiday Inn customers in a fast-paced environment. Setup card members under REAP program and settled accounts to minimize bank loss. Processed credit line increases for visa/MasterCard customers. Ran daily reports for credit and denial approval for new customers. Trained and Mentored new agents on call center policies. Special Projects Participation: • Team Manager relief, learning all aspects of managing, evaluating call metrics, on-going coaching and feedback. Show less