Senior Product Owner

• Jun 2022 - Present

Product Owner

• Sep 2020 - Jun 2022

Junior Product Owner

• Oct 2019 - Sep 2020

Technical Support Team Lead

• May 2017 - Oct 2019

- Execute performance-specific coaching to cultivate outstanding customer experiences.- Create and clarify guidelines with timely, accurate and consistent delivery of updates.- Collaborate with QA to ensure high levels of proficiency with services and policies.- Document and escalate real-time internal and external software issues with urgency.- Coordinate daily staffing routines ensuring channel coverage to maintain SLA goals.

Technical Support Specialist

• Oct 2015 - May 2017

- Provided exception support by educating and empowering users on tools and resources.- Asked questions, resolved issues and anticipated needs to provide greater product value.- Partnered with customers and advocated for individual and market solutions.- Interacted with new hires and assisted with shadowing sessions demonstrating skills across email, chat and phone channels.

Solutions Manager

• May 2014 - Jul 2015

• Managed store merchandise daily and report monthly physical inventory• Continually tracked and assessed employee performance• Provided ongoing development training • Optimized customer experience and maintain positive customer and employee collaboration• Analyzed store staffing needs• Reported financial and sales status and manage cash inventory • Built, motivated and developed sales skills while focusing on superior customer service experience

Technical Support Coordinator

• Aug 2012 - May 2014

• Provided an array of customer service support regarding technical issues, bill questions, account services and device knowledge • Educated customers about Verizon Wireless products and services • Empowered customers to resolve issues through company provided self-serve resources • Coached peers to drive motivation and increase company results and revenue • Mentored and trained new hires • Created incentives to drive sales results • Monitored and addressed employee performance • Implemented action plans to promote behavior change and drive positive sales performance Show less

Sales Representative

• Feb 2012 - Aug 2012

• Managed and processed daily inventory • Conducted wireless workshops to help customers learn how to use products and devices • Provided positive experience for guests while building value in products and services• Performed with excellence in fast paced environment with highly competitive sales goals

Customer Service Representative

• Apr 2011 - Feb 2012

• Provided customer service troubleshooting, education or sales needs • Educated customers on company devices and self-serve opportunities • Provided administrative functions including cash management and inventory management

Greeter - Verizon Wireless

• Nov 2010 - Feb 2011

Hired by Verizon Wireless through agency to be first point of contact when entering retail location. Provided a friendly face and promptly checked in guests to maintain order and provide services efficiently. Hired by Verizon Wireless through agency to be first point of contact when entering retail location. Provided a friendly face and promptly checked in guests to maintain order and provide services efficiently.