Experience

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  Teqnavi

  • System Administrator

    • Mar 2023 - Present

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  Herbarie Farm & Herbal Alchemy™

  • Meridian, Idaho, United States

  • IT and Customer Support Manager

    • Feb 2020 - Mar 2023
    • Meridian, Idaho, United States

    Responsibilities included: Managing customer support team and providing updates and reports to the Executive team. It was my role to coach my team working with them regularly to best support our field. If a support ticket needed to be escalated, it was my responsibility to take ownership of that ticket and work on a resolution. Website & App: Document changes & errors for I.T listing what areas needed to be modified to accommodate the new programming or where there is an error that needs to be addressed. Once programming is complete, test the changes made until programming works as expected. Coordinate “go live” and be available at specified time to run through testing again to ensure the programming is working as expected. Manage & approve product reviews weekly Stamped.IO. Compensation: Review support tickets assigned to me with Compensation questions or issues. Research any payout question to ensure the Ambassador was being paid properly. Escalate any issue to our I.T partner if there was potentially an error in programming. Manage any new I.T ticket for additional programming. Once programming test and coordinate release. Inventory Configuration: Created new sku’s including setting price points, calculating CV and determining if the items can use credit or be bought on Recurring orders. Send information to Squire to have mapping for taxes. Add all product descriptions, ingredients, and images. Coordinate “GO LIVE” and add to proper web categories on the website and/or back office. Create new website categories as needed.Compliance: Answered Compliance tickets according to the Policies and Procedure. Reviewed FieldWatch tickets and addressed non-compliant behavior accordingly. Reporting: Run Basic SQL reporting to provide information to the executive team. Update the overview report for the executive team to have an overview of sales, recruits and inventory sold. Run Reports adhoc when requested to gather information to a team member.

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  ELS Advisors

  • Clearwater, FL

  • Consultant

    • Aug 2016 - Jan 2020
    • Clearwater, FL

    Worked with Start Up Companies in the MLM/Social Selling business model with configuring software, writing policies and procedures , inventory configuration and training their staff in CRM's and platforms such as exigo, multisoft and IDSTC flight.

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  Zing Performance Ltd

  • United Kingdom

  • Director of Mentor & Customer Support

    • May 2019 - Sep 2019
    • United Kingdom

    Assisted Zing Performance with processes, procedures and implementing software for their MLM launch in the United States. Responsible for monitoring project tasks, writing policies that Customer/ Mentor support would follow in the day to day business. Other responsibilities were creating training video’s, coaching support staff and mentors on the MLM Culture and business model as well as configuring Zing’s MLM software and Zendesk CRM for their US Launch.

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  Personally Poetic

  • Carpinteria, CA

  • Director of Consultant and Customer Support

    • Oct 2015 - Mar 2019
    • Carpinteria, CA

    Key team member during company launch, providing support to the Field as well as their customers. Created Back Office Tutorials, and training guides. With the primary focus being to train them on all aspects of their back office. Documented all customer support processes and procedures. Worked with the Operations team to put processes in place to stream line Customer and Luminary product exchanges & refunds. Managed Customer Support Personel Remotely. Communicating to them on a regular basis to ensure they had the tools necessary to support our Luminaries and their customers. Acted as the Single point of contact with our software provider, working as a liaison between their support team and the internal Poetic Xchange Team to resolve any issues or questions in a timely manner. Assisted Luminaries and customer when experiencing issues with website functionality. Recreated their steps to accurately document and note all issues to give to the software support technical team for resolution.Entered and Manage inventory, pricing and promotions with product launches as well as monthly when pricing changes were needed. Configured all product which needed drop downs for customization such as Inscriptions, Charm selection and / or sizing. Assisted Luminaries with questions regarding commissions and compensation plan.Worked closely with VP of Sales on training deliverables and assisted with webinars and weekly updates. Worked with the corporate team on offsite opportunity events across the United States. Responsible for communicating our needs with venues and initiating contracts for our events. Managed all communication to the field Via the back office Announcements, Calendar and resources sections.

• 

  India Hicks, Inc.

  • Greater Los Angeles Area

  • Customer Service Manager

    • Dec 2014 - Oct 2015
    • Greater Los Angeles Area

    Managed customer service needs for Style Ambassadors and their customers. Key team member during company launch, providing daily updates to the executive team, communicating new enrollees, customers and events booked, as well as, potential issues discovered during the launch phase. Coached Style Ambassadors on use of their back office functionality including event set up and order entry. Created training videos and user guides for the field to view and learn different aspects of the back office.Documented all customer support processes and procedures.Trained and coached new customer support personnel. Giving them the tools to assist the Style Ambassadors and their customers in a timely and efficient manner when calling or emailing support with an issue or question. Organized India Hicks Business Launch Events in select cities. Responsible for organizing and approving all contracts for Venues, food and beverage, hotel stays and meeting rooms. Assisted Style Ambassadors when experiencing issues with website functionality. Recreated their steps to accurately document and note all issues to give to the technical team for resolution. Assisted Style Ambassadors with questions regarding commissions and compensation plan.Worked closely with VP of Sales on training deliverables and assisted with webinars and weekly updates.

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  IDSTC

  • Tampa/St. Petersburg, Florida Area

  • Project Manager

    • Jan 2009 - Nov 2014
    • Tampa/St. Petersburg, Florida Area

    Developed full-scale project plans/documents, estimate the resources/participants needed to achieve project goals, plan and scheduled project timelines and milestones. Build, develop, and grow any business relationships vital to the success of the project. Proactively manage changes in project scope, identify potential crises, and devise contingency plans, analyze results, and troubleshoot problem areas. Developed and delivered progress reports, proposals, requirements documentation, and presentations while tracking project milestones and deliverables. Manage 50 + client’s project and support needs via the SMS, IDSTC’s support management trouble ticket system , in a sufficient and timely manner while meeting clients expectations for quality customer service. Responsible for Training new and existing clients on the es100 software. Focusing on areas that pertained to each client’s specific business needs.Created users guides for standard and custom functionality so the Client had proper documentation on how to perform specific tasks.

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  Sarah Coventry LLC

  • East Providence, RI

  • Customer Service Manager/Mechandise Manager

    • Jul 2006 - Oct 2008
    • East Providence, RI

    Entered all new items into IDSTC system and all tasks associated with the launch of new product including Alpha/numeric listing, proofing master listings, proofing catalogs, supporting the selection of kit items, tracking the success of the Style Consultants, quality assurance and evaluating the need for change. Conducted weekly training sessions on specific job functions.Elected project manager for software transition from Jenkon to IDSTC software leaning all aspects of the IDSTC software. Facilitated internal training sessions with Staff coaching them on specific areas of the newly implemented software. Contacted IDSTC with any trouble tickets, working closely with their support staff in getting issues resolved. Managed customer service needs for Style Consultants and their customers. Coached Style Consultants on use of new computer program extranet to enter orders online.

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  Cox Communications

  • United States
  • Telecommunications
  • 700 & Above Employee

  • Cox Communications Business Services/ Project Specialist

    • 2003 - 2006

    Defined the project’s objectives, planned, executed, and finalized projects according to strict deadlines and within budget while overseeing quality control throughout its life cycle. Acquired resources and coordinated the efforts of team members and third-party contractors and consultants in order to deliver projects according to plan. Elected member of a focus group assembled to revise written policy for nationwide company customer service representative usage.

  • Dispatcher/ Telephone Repair specialist

    • 1998 - 2003

    Supervised, coordinated and dispatched a system workflow for technicians installing telephony products. Interfaced with department labor as needed. Educated, mentored and supervised new dispatch personnel in methods and procedures.Managed a high volume trouble ticket system for internal and external customers, providing information and referrals as needed to generate satisfied, informed consumers, reflecting a positive opinion of the company as a whole. Conveyed step by step instructions to resolve application issues. Reviewed and issued audits on account information and processes. Performed queries in multiple databases while Adhering to all regulations. Managed, coordinated and dispatched a system workflow for technicians installing voice, video, data and telephony products prior to and during the primary launch of digital telephony in Rhode Island.