Sr. Material Handler Counts

• Feb 2022 - Present

Technical Support Analyst

• Mar 2012 - Sep 2021

Operational and Technical Support Served as a support and operational focal for the Pratt & Whitney commercial account and IBM’s Inside Sales service desks. Responded to technical inquires, processed break/fix service tickets, facilitated system upgrades, installs, moves and configurations. • Collaborated on the transition and steady-state of the State of New York account. Answered the pre-contract test call from the client to validate promised service deliverables; as a result, the client signed a IT support contract. • Created and updated solutions in knowledge bases. Performance Improvement Strategies • Conducted quality telemonitoring and ticket quality reviews and provided feedback to agents and management. Analyzed customer satisfaction surveys to uncover trends and increase customer satisfaction. o Analyzed over 1200 customer satisfaction surveys to determine the root causes of an early negative trend in customer satisfaction. Implemented a customer satisfaction improvement program that engaged supervisors, trainers, and team leads in addressing the top problems resulting in an upward trend and exceeding customer sat targets. • Trained all new agents and mentored them to achieve progressive success.

Operations Manager / Owner

• Nov 2004 - Mar 2012

Managed the daily operations of a residential and commercial cleaning service. Oversaw HR, payroll, customer service and retention, business development (marketing and sales departments). Hired, trained, and managed employees, set work schedules. Managed the daily operations of a residential and commercial cleaning service. Oversaw HR, payroll, customer service and retention, business development (marketing and sales departments). Hired, trained, and managed employees, set work schedules.