Vexillologist

• Jul 2019 - Present

Support Services Manager

• Jul 2017 - Jul 2019

I worked directly with the executive team and partners to efficiently and economically meet organizational mission. As the Support Services Manager, I proactively ensure daily support operations meet SLA mandates. This requires communicating and partnering with franchisees to deliver effective and quality support ensuring optimal availability of services and technology. My team Integrates online and physical operations with vendors and suppliers by ensuring processes, methods, and services drive optimal performance. I translate complex business requirements into viable solutions, while troubleshooting and identifying weaknesses in business processes.

Incident Management Supervisor

• Jun 2013 - Jul 2017

I led troubleshooting and resolution on high-priority incidents. I proactively identified trends, improved processes, and communicated with internal business owners and external partners. I collaborated with suppliers to integrate help desk services and operations for online and physical retail clients. As team leader, I met daily SLAs and ensured retail technology group mission was supported by and aligned with executives and partners. My efforts ensured effective, quality incident management for physical and online retail clients.

Quality Manager

• Dec 2009 - Mar 2013

I oversaw quality assurance processes and procedures, including managing the safety program for company site. I also investigated errors and customer complaints. I oversaw quality assurance processes and procedures, including managing the safety program for company site. I also investigated errors and customer complaints.

Road Show Coordinator

• Apr 2008 - Jun 2009

I managed inventory, shipping, personnel, and scheduling for nation-wide mobile marketing events. I managed inventory, shipping, personnel, and scheduling for nation-wide mobile marketing events.