Desktop Support Technician

• Mar 2022 - Present

Training and Development / Education

• 2006 - Present

• Managed classroom instruction for up to 30 students/employees, providing training and education on various topics techniques to enhance the students/employees’ retention of information as designed by the curriculum.• Trained sales staff on new products, standard operating procedures, general sales procedures, and customer relations policy while providing continued education to all store personnel on company policy changes.• Trained newly hired employees on the proper use of software, techniques to expedite the process, and procedures to calculate and correct customer issues.• Prepared course objectives and outline for course of study following curriculum guidelines and requirements determined by the governing body.• Created and delivered differentiated lessons to accommodate the needs of various learning styles, abilities, and populations.• Utilized analytical strategies to gauge student/employee learning and plan building strategies to ensure student success.• Counseled and evaluated student/employee performance, changing when academic issues arrive and promoting better student engagement.• Employed formative and summative assessments to conduct a needs analysis of learning objectives and revised weekly lesson plans to obtain higher results.• Updated assessment reports, grades, overall evaluations, and notes on progression for each student/employee within the online tracking systems.• Crafted various communications, including videos, to keep students/employees informed on various academic activities and development.• Verified the arrangement of testing rooms are to specification and are appropriate for administering exams.• Responsible for scheduling re-testing events, including working with individual participants to obtain the necessary remedial education and documentation required to re-test. Show less

Human Resources and Operations Management

• 2006 - Present

• Full responsibility for the controlled inventory of products, employee management and training, stock management, sales, suppliers and vendors’ relations, customer relations, special sales, and compliance with all local, state, and federal laws.• Supervised associates in daily operations, store cleanliness, and customer service ensuring inventory of critical items to prevent loss.• Opened and closed operations per company policy, including providing end-of-day sales reports and inventory reports.• Performed queries on multiple databases, conveyed reassurance step by step instru• ctions to resolve application issues on accounts.• Arranged new merchandise with signage and appealing displays that encouraged customer sales and moved overstock items. • Responsible for the supervision, working schedule and coaching of all employees while striving to optimize store operations and maximize customer service and sales.• Analyzed current customer profiles to identify profitability opportunities for customers and the company.• Established, monitored, and followed up on employees’ sales goals, customer service feedback, and merchandising opportunities to optimize profits.• Conducted all leasing duties starting with touring prospects, follow-ups, closing sales with completed applications, processed applications, completed leases, and processed move-ins.• Assessed team’s performance and provided feedback using both informal and formal methods.• Facilitated the execution of safety and security procedures to ensure employee, student, and customer safety, while maintaining controlled asset protection.• Assisted tenant requests, including account balance, maintenance requests, resolving tenant issues with payment and working with tenants on delinquent accounts, the collections process, and eviction process.• Completed weekly and quarterly market surveys of comparable properties for corporate reports and investor updates. Show less

Customer Service / Client Support

• 2006 - Present

• Provided customer service and support for ~100 call-in customers a day at the regional call center, addressing inquiries by providing quality service to customers and associates, resolving customer issues promptly. • Worked with customers on account inquiries, investigating overdrawn accounts, and providing swift resolution to drive customer satisfaction.• Contributed creative ideas to reduce cost and performed effective customer service by designing enhanced merchandising to increase sales and enhanced customer experience. • Increased the staff’s dedication to customer service through regular departmental training programs and meetings to provide them with the best tools to increase customer satisfaction.• Delivered excellent customer service with floor sales and assisted customers with item questions, purchases, and added items during upsell opportunities. • Utilized training to remain empathetic for customers and turn even the most negative calls into an outstanding customer experience.• Answered inbound calls and supported customer needs while reviewing audits on account information.• Collaborated with colleagues to determine areas for improvement and develop ideas for better service to customers. Show less

Work History

• 2006 - Present

Midland ISD | Instructor (2019-Current)Lloyd's Register/ WTS Energy | Proctor (2018-2021) The University of Texas of The Permian Basin | Full-Time Student (2016-2019)Wood Household | Family Operations Manager / Caregiver (2011-2016)U.S Cavalry Tactical Store | Key Holder (2009-2010)Fort Sill National Bank | Customer Service Representative (2007-2008)Corrales Properties | Assistant Manager (2006-2007)