Experience

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  14 West

  • Baltimore

  • Customer Support Specialist

    • Mar 2013 - Jan 2021
    • Baltimore

    Technical Scope: SQL, Data Analysis, Application Support, Enterprise Resource Planning (ERP) Provide Tier 1 level support for technical support team that is responsible for triaging and analyzing all support requests.NEW GROWTH INITIATIVE & CHANGE• Recruited to be the cornerstone of a new contact center responsible for supporting all users for multi-continent organization. Immersed myself into the business; learning four of the company’s proprietary applications as well as the ERP and Helpdesk ticket systems. o Support multiple enterprise applications, software, and processes essential to our customers’ businesseso Proficient with ERP System o Met or exceeded Key Performance Indicators (KPIs) to optimize department performanceo Served as an escalation point for our growing base of Spanish speaking customers• Troubleshoot and provide technical application solutions to internal and external customers alike.o Write SQL queries for target-based mailingso Responsible for the onbaording of new employees o Responsible for training new hires on the Tier 1 support team

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  Vizada

  • Rockville, MD

  • Supervisor Customer Care

    • 1997 - Feb 2013
    • Rockville, MD

    Telenor Satellite Services was sold and became Vizada.Industry leading mobile and fixed satellite services provider for land, air, and sea from multiple satellite network operators.Supervisor Customer CareLed first shift operation of a 24/7/365 contact center offering multi-lingual mobile satellite systems support.STRATEGIC IMPLEMENTATION• Successfully implemented a CRM system to realize greater efficiency and faster response times. Developed strong business case to qualify and select Salesforce.com as the new system, and led ‘Tiger Team’ to establish processes, develop necessary workflows, determine KPIs, etc. prior to year-end launch• Incorporated staffing model to increase employee retention and ‘Right Fit’ customer service agents • Manage day to day operation of the Customer Care Department offering ‘follow the sun’ model of support• Served as an escalation point for our ‘Elite’ customers, as well as issues requiring complex technical solutions• Assisted government agencies such as U.S. Coast Guard, Navy, Army, and Air Force with technical troubleshooting with their satellite communication equipments which includes: Inmarsat B, Inmarsat C, Iridium, Inmarsat-M, Mini-M and BGAN.• Developed an employee exchange program that served as the catalyst behind improving overseas relations • Agents from the US and France spend one week in the other’s office to learn nuances of customer bases

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  Telenor

  • Rockville, Maryland, United States

  • Supervisor Customer Care

    • 2004 - 2011
    • Rockville, Maryland, United States

    Supervisor Customer CareLed second shift operation of a 24/7/365 contact center offering multi-lingual mobile satellite systems support.Lockheed Martin Global Telecommunication was sold to Telenor Satellite Services in 2002

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  Lockheed Martin

  • Bethesda, Maryland, United States

  • Customer Care Specialist

    • 1999 - 2004
    • Bethesda, Maryland, United States

    Comsat was sold to Lockheed Martin Global Telecommunication in 1999. My responsibilities remained the same.

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  Comsat

  • Germantown, Maryland, United States

  • Customer Care Specialist

    • 1997 - 1999
    • Germantown, Maryland, United States

    As a Customer Care representative, I was responsible for customer technical support troubleshooting and activation of customers' satellite phones.

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  Glocom, Inc.

  • Germantown, MD

  • Supervisor Customer Care

    • 1993 - 1997
    • Germantown, MD

    MENTORING & TEAM BUILDING• Conducted sales demonstrations for U.S. Government, as well as Latin American and European customers• Tested Channel cards using the BER system prior to delivery to the land earth stations• Coordinated BETA testing with LES’s for new MES’s and Software applications• Load Forward and Return ID’s in newly manufactured Inmarsat MES’s and performed QA testing• Drove improvement of challenged business unit with motivational vehicles that increased employee morale • Mentored and developed team of customer care agents that won several Best in Service awards

• 

  Computer Science Corporation, NFIP - National Flood Insurance Program

  • Lanham, Maryland, United States

  • FICO Specialist

    • 1987 - 1993
    • Lanham, Maryland, United States

    NFIP – National Flood Insurance Program part of the Federal Emergency Management Agency (FEMA)FICO Specialist / Claims Specialist - Duties included:1- Quality controlled claim check request for errors and omissions including verification of amounts payable and payees from the claim file. 2- Verified claim checks generated by the system for system accuracy or keying errors; performed a second quality control check for the above items. 3- Interacted with the public via telephone or written correspondence to resolve claim check problems.4- Researched via the CRT to confirm transactions; researched and resolved related problems.5- Served as a member of the FICO team, traveling to disaster sites in various parts of the country and territories.6- Supervised offsite personnel, setting up and closing catastrophe offices.