Help Desk Technician

• Nov 2018 - Present

Technical Consultant

• Nov 2014 - Nov 2018

Asurion, LLC is a privately held company that provides insurance for smartphones, tablets, consumer electronics, appliances, satellite receivers and jewelry. The company operates in 14 countries and has 49 offices with 17,000 employees serving 280 million consumers• Responsible for driving sales, and overseeing all floor operations for this location. Ensure all employees are updated on all training for TEP (Total equipment protection) and that all goals are met for the store.• Responsible to troubleshoot, repair, and set up devices ranging from tablets to mobile phones and broadband cards. • Provide specific specialized training on LG and Samsung devices. • Improved the technical department to ensure compliance for all audits of inventory and compliance. • Help manage over $1 million in inventory. • Worked with national S&R Management to ensure a smooth transition from Sprint Corp to Asurion to keep conflicts and disruptions relating to customer service to a minimum.Accomplishments:• My performance helped Technical Consultants in the Florence office become Top 5 in the nation.• Won regional Technical Consultant of the Month multiple times - out of 40 technical consultants.• Expanded, initiated, and helped implement a Virtual Que program for enhanced customer service which resulted in 50% more customer retention and 35% less wait time.

Field Service Manager

• Mar 2013 - Jun 2014

DISH Network is a FORTUNE 500 company, with revenues exceeding $13 billion. They provide satellite TV to approximately 14 million subscribers and employ more than 22,000 people nationwide.Responsible for assisting in overall operations management for the Northeast Region of South Carolina, including branches in Florence, Myrtle Beach, Conway, Sumter, Pembroke and surrounding areas. Managed and motivated technicians. Had responsibility for financial management, hiring, disciplinary assessments and growth orders. Responded to customer claim issues including injury, property damage, and total loss claims.Accomplishments : • Successfully managed 31 Direct Reports in-the-field, along with 33 Service Vehicles.• Co-founded the new EEOD Committee for Change for DISH. Empowered technicians to have a voice in policy and procedures. Results were a 70% reduction in service calls.• Successfully directed employee development and utilization to maximize working capital and resources. • Consistently achieved top-ranking office recognition - nationwide.