Experience

Fortress Solutions

• United States
• Telecommunications
• 1 - 100 Employee

• Customer Support Manager

  • Sep 2022 - Present

• Customer Support Lead

  • Nov 2021 - Sep 2022

• Customer Service Representative

  • Aug 2019 - Oct 2021



Allied Stone Inc

• United States
• Wholesale Building Materials
• 100 - 200 Employee

• Account Manager

  • Aug 2018 - Apr 2019

  Maintained knowledge of products and services. Established relationships with clients past, present, and future. Sustained trust and transparency with coworkers and management. KEY COMPETENCIES: ADMINISTRATION, PROJECT DOCUMENTATION, ORGANIZATION, TRAINING, COMMUNICATION Developed cabinet procedures, grew from 1 builder in Dallas to 8 builders in 19 communities, including Houston ● Trained team of 5 to navigate architectural plans ● Provided manual to explain cabinet layouts and door swings to align with architectural plans ● Scheduled quality inspection for cabinet and countertop installation KEY COMPETENCIES: PROCESS IMPROVEMENT, ORGANIZATIONAL MANAGEMENT, COMMUNICATION, PROBLEM-SOLVING Achieved on-time delivery, quality installation and generated additional sales from existing customer ● Learned how to illustrate countertops for production ● Managed accurate cutting prior to cabinet installation ● Ensured prompt installation of countertops KEY COMPETENCIES: MANAGEMENT, TRAINING, ATTENTION TO DETAILS, ORGANIZATION, PROCESS IMPROVEMENT Improved customer service resulting in additional communities ● Trained assistant, accountant, technician, interns and third-party contractors in expectations ● Explained verification of cabinet elevations to ensure accurate accessory counts for order sheets ● Checked cabinet order sheet to ascertain receipt of needed materials Show less



Ideal Outdoor Living

• Dallas/Fort Worth Area

• Manager

  • Sep 2011 - Jan 2018

  Built and maintained client relationships to enhance sales performance. Provided outstanding customer service with diligence, honesty, and accuracy. Increased company profitability with strategic procurement, set-up and maintenance of office equipment. KEY COMPETENCIES: BUSINESS DEVELOPMENT, HIRING, ORGANIZATION, TEAM BUILDING, COMMUNICATION Minimalized supervision needs and created effective customer service by hiring and training office staff ● Hired quality and competent personnel ● Proofread training manuals for clarification and implementation ● Empowered staff and ensured effective communication to make appropriate decisions KEY COMPETENCIES: CONFLICTS RESOLUTION, SALES, TRAINING, STRATEGIC THINKING, ANALYTICS Decreased chargebacks as sales grew from $330K in 2012 to $5M+ in 2017 ● Checked business account for pulled funds ● Communicated with Merchant Services to confirm reasons for pulled funds ● Facilitated improved process of conflicts resolution KEY COMPETENCIES: COMMUNICATION, COORDINATION, RESEARCH, NEGOTIATION, PROBLEM SOLVING Achieved 300+ hotel reservations per year, including budget, arrangement for travel and accommodations of owner, delivery crews and up to 10 sales personnel ● Researched cost, logistics, and personnel constraints to ensure timely and save arrival of personnel ● Booked flights, hotels and car rentals ● Monitored travel issues and rebooked as necessary Show less



American Q's

• Orlando, Florida Area

• Managing Partner

  • Sep 2008 - Nov 2011

  Reconciled merchant accounts, eliminated discrepancies, and ensured timely and equitable resolutions for all disputes. KEY COMPETENCIES: ORGANIZATION, P&L, COMMUNICATION, PROBLEM-SOLVING Streamlined company organization and increased productivity, ● Designed efficient filing system for business records and banking ● Coordinated information into Quick Books KEY COMPETENCIES: ORGANIZATION, CONTINUOUS IMPROVEMENT, COMMUNICATION, ANALYTICS Streamlined and improved production and customer service ● Reorganized filing structure, collaborated with other managing partner and IT to develop customized software for company ● Formulated and organized useful & needed information ● Communicated and re-prioritized needs with IT Show less



Prudential Real Estate

• United States
• Real Estate
• 700 & Above Employee

• Executive Transaction Coordinator

  • Jan 2002 - Mar 2005



Nordstrom

• United States
• Retail
• 700 & Above Employee

• Department Manager

  • Mar 1997 - Sep 2000