Experience

IntermixIT

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Service Manager

  • Aug 2022 - Present



NetLogix

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Service Manager

  • Dec 2016 - Mar 2022

  • Increased the productivity and efficiency of the service team • Increased the profitability by 18% in 4 years • Mentor and develop team members to create exceptional customer service • Balancing schedules to ensure client needs and expectations are always exceeded • Participate in the selection and lead the onboarding of new team members • Implement, improve upon and oversee client support processes to ensure consistent service levels and quick resolutions with a 99% customer satisfaction score • Member of the strategic business development leadership team • Serve as department Project Manager to ensure SLAs are met or exceed expectations Show less



American Lease Insurance Agency

• Customer Service Specialist

  • 2005 - 2012

  • Became a senior member and mentor for the customer service team through my unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty • Perform complicated and unique transactions requiring in-depth product and operations knowledge • Created a new tactic to persuade canceling customers to stay with the company resulting in a 15% decrease in cancellations • Mentored and trained inexperienced Customer Service Associates; assist with problem resolution and complex client retention issues • Reconciliation of accounts and projects for marketing and training • Became the department's sole licensed property and casualty producer to assist with complex policy issues. Show less



WS Sign Design Corporation

• United States

• Production Manager

  • 1993 - 2005

  • Development of city-wide municipal sign manufacturing projects • Oversaw daily production activities for the multimillion-dollar operation • Uphold 95% on-time and correct shipment rate to maintain top customer service standards • Handled diverse responsibilities by bringing forth an exceptional ability to multitask and focus • Read and organized production emails and created calendars and schedules accordingly. • Scheduled team meetings and served as a source of communication for production teams. • Created expense reports and handled various support tasks for managers, directors, and coordinators. • Improved training procedures to reduce the need for questions and improve operations Show less