Experience

Flooid

• United Kingdom
• IT Services and IT Consulting
• 100 - 200 Employee

• Program Manager - BAU

  • Aug 2021 - Present

  Accountable for the end-to-end delivery of a portfolio of work encompassing multiple delivery workstreams for nearly all facets of the sales and delivery pipeline: Software Maintenance, Project Management, and Program Management for Flooid's North American retail customers. Key responsibilities include: translating customers' business needs into pre-sales engagements, creating finely-tuned estimates, creation/review/edit/approval of statements of work and change requests, managing… Show more Accountable for the end-to-end delivery of a portfolio of work encompassing multiple delivery workstreams for nearly all facets of the sales and delivery pipeline: Software Maintenance, Project Management, and Program Management for Flooid's North American retail customers. Key responsibilities include: translating customers' business needs into pre-sales engagements, creating finely-tuned estimates, creation/review/edit/approval of statements of work and change requests, managing projects from inception to delivery, resolving complex technical issues with the relevant development teams, and delivering Software Maintenance on Flooid's solutions in Business as Usual (BAU).

• Manager - Technical Services and Solutions

  • Jan 2020 - Aug 2021

  A technical manager responsible for the delivery of three distinct workstreams for all of Flooid's North American customer base: Software Maintenance, Helpdesk Support, and Point of Sale images. Supports high-profile incidents from a technical perspective, pre-sales engagements (RFI/RFP), and facilitating a smooth transition of implementation projects into 'business as usual'.

• Technical Services and Solutions Leader

  • Dec 2015 - Dec 2019

  Led a technically diverse team of Technical Support Consultants to deliver support for Flooid's North American customer base. Grew headcount by 600% in five years. Nurtured and helped grow our team's talent to promote members of our team to other roles in the organization.

• Technical Services and Solutions Consultant

  • May 2014 - Dec 2015

  Identified, reproduced and analyzed highly complex software defects in production and non-production environments.



SentriLock, LLC

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Team Quality Analyst

  • Nov 2010 - May 2014

  ● Directly supervised 25+ Customer Service Representatives and Escalation Team members in a fast-paced call center. ● Actively monitored multiple call queues, ticket queues, and chat rooms in real-time. Responsible for ensuring consistent and timely delivery of the Support department’s main product—its award-winning service. ● Cultivated and nurtured relationships with SentriLock employees and Realtor ® Association staff to ensure timely resolution of all escalations. Leveraged those… Show more ● Directly supervised 25+ Customer Service Representatives and Escalation Team members in a fast-paced call center. ● Actively monitored multiple call queues, ticket queues, and chat rooms in real-time. Responsible for ensuring consistent and timely delivery of the Support department’s main product—its award-winning service. ● Cultivated and nurtured relationships with SentriLock employees and Realtor ® Association staff to ensure timely resolution of all escalations. Leveraged those relationships to facilitate a more timely resolution of escalations when necessary, while always being mindful of the true customer. ● Resolved all customers’ supervisor requests in a timely manner within established service and security guidelines. Salvaged negative customer experiences and exceeded customers’ expectations of service wherever possible. ● Developed documentation and training resources for company-wide use and across multiple platforms: SentriWiki, ticketing system templates, internal reference materials, etc. ● Implemented and communicated work-around procedures for Support staff during system outages. Acted as point person for SentriLock’s management structure during outages that occurred after-hours. ● Coordinated all facets of SentriLock’s relationship with its affiliated locksmiths: procurement, credentialing, submission and follow-up on work orders, processing invoices, maintaining current copies of all necessary records. ● Cultivated internal talent within Support through coaching and proactive leadership. ● Monitored live and recorded calls to identify opportunities for growth and/or additional training.

• Support Technician

  • Aug 2009 - Dec 2010

  Delivered consistently stellar technical support and customer service to SentriLock's Realtor customer base on SentriLock's proprietary Lockbox System, SmartCard Application, and Showing Suite Relator Feedback System



Luxottica

• Italy
• Luxury Goods & Jewelry
• 700 & Above Employee

• Technical Support Specialist

  • Sep 2004 - Jul 2008

  Supported 5000+ Luxottica locations and five different point-of-sale systems via phone and email. Supported 5000+ Luxottica locations and five different point-of-sale systems via phone and email.



US Navy

• United States
• Armed Forces
• 700 & Above Employee

• Electronics Technician (Radioman)

  • Mar 2003 - Jul 2004