Workforce Management Analyst

• Oct 2019 - Present

Workforce Management Analyst

• Oct 2017 - Oct 2019

Supervisor of Customer Technical Support

• May 2011 - Sep 2017

Supervise up to 28 part-time/full time staff at any given time. Provide guidance to subordinates within the latitude of established company policies. Manage the coordination of activities of the Technical Support department with responsibility for results, including costs, methods and staffing.Schedule Technical Support employees for inbound calls, outbound calls, Live Chat, Email and special projectsMonitor Technical Support staff to deliver high quality serviceProvide Technical Support staff with developmental trainingStaffing of new Technical Support staff: Interviewing, hiring, onboardingDocument and provide feedback on employee performance and complete annual employee reviewsDetermine and maintain quality service levelsAct as an escalation point for service related problems and successesDetermine and report additional opportunities and possible operational trouble areaExpected to also take calls and respond to direct inquiries from customers

Sr Technical Support Specialist

• May 1998 - May 2011

Provide application support to customers and peers, pertaining to software functionality, incident resolution and system configuration, addressing multifaceted, complex issues.Assist in the development of training curriculum for all levels of support staff.Collaborate with peers in order to provide resolutions for critical customer support issues.Document and log support issues and subsequent resolution in CRM tool.Analyze and prioritize customer reported issues.Identify and document software defects.Act as liaison between Technical Support and the Project, Product, Development, Hosting & Data Services teams.Review escalated cases and knowledgebase articles to ensure proper documentation as well as maintaining internal client and product documentation providing current issues, trends and tips to support staff.Provide mentoring to Technical Support Specialist teamProvide world-class support and service to customers, adhering to defined processes and quality standards.

Sr Distribution Coordinator

• Jun 1996 - May 1998

Manage all customer contacts within established procedures and performance standards.Process customer orders and generate packing slips according to established procedures.Conducts problem/account management activities such as but not limited to researching problems, initiating corrective billing, resolving shipping/fulfillment problems, managing back order lists.Duplicate media and documentation for order fulfillment.Maintain inventory database to ensure product availability for orders.Maintain proficiency with use of multiple computer systems and applications.

Proposal Coordinator

• Oct 1994 - Jun 1996

The Proposal Coordinator is responsible for assisting in the management, production and administrative support of proposals and contracts as well as general administrative support of the department, as required.Support management, creation, assembly and distribution of all aspects and throughout the lifecycle of proposals, bids and contracts.Manage assigned bids, renewals and other and contracts.Obtain and manage all bonding requirements including bid and performance bonds, insurance certificates and bid checks.Create sole source letters and other required forms.Enter RFP, contract and other data into appropriate database(s).Collect collateral and attachments as needed for proposal production and assemble binders, tabs, collateral, attachments, cover letters, etc.Perform final proof of documents for final production and print.Package and ship final response as needed (FedEx/UPS/electronic and online file).Maintain department supplies and printer supplies for proposal production.Manage hardcopy and media filing where required.Provide general administrative support.Gather data and generate periodic reports.Accept responsibility for additional projects and activities, as assigned

Front Desk Receptionist

• May 1993 - Oct 1994

Keep reception area visibly organized and well maintainedReceive and exit guestsMonitor and ensure office facilities are working effectively (i.e. coffee machine, dishwashers, meeting room equipment)Ordering suppliesWork assigned projects on an as needed basis

Mailroom Clerk

• Dec 1992 - May 1993

Processing of incoming and outgoing mail (including UPS, FedEx, Airborne Express packages)Deliver mail and pick up mail from each employeeOrder cubicle and office supplies and equipmentCreate and maintain USPS, Shipping postage reporting for all departments.