Experience

• 

  Rocket Lister

  • Tempe, Arizona, United States

  • Customer Retention Manager

    • Aug 2022 - Present
    • Tempe, Arizona, United States

• 

  Dual Path WiFi and Internet

  • United States
  • IT Services and IT Consulting
  • 1 - 100 Employee

  • Content Director

    • Apr 2021 - Mar 2022

    Concept-to-execution leader with strong Go-To-Market strategies. Constructed successful application launch and integrated content marketing strategy for 28 senior living communities, gaining traction from deep market understanding, and optimizing available organizational resources.• Created and implemented user-friendly training documentation, extensive knowledgebase, and training programs for 5 separate customer and tech support programs at 2 distinct call centers• Advanced exponential growth through implementation of customer satisfaction surveys, leading to improved performance ratings of 33+%• Led creation and development of successful launch plan to ensure adoption by staff members and to encourage and facilitate positive adoption by residents• Spearheaded client engagements and scaled organizations’ image by taking a revolutionary idea and turning it into a platform seniors enjoyed and could useKey achievements:☑️ Went from random use of paper fliers and calendars ➡️ 40 announcements per week per community and 100 activities per month in the app☑️ Start-up adoption rate: 7.5% of residents ➡️ Implementation end adoption rate: 65% of residents. (Even where only 54% of residents owned a smartphone or tablet, the adoption rate was 46% of residents)☑️ Established infrastructure with standard operating procedures, training documentation, help guides, website and help desk.***********************************************************************************************Executive Content Creation, Technical Team Leadership, Strategic Planning, Team Building & Training, Employee Development, Community Connection, Forming Strategic Alliances, Marketing and Communications, Models Leadership Values & Behaviors, Executive Negotiations & Presentations, Customer Relations, Creation & Optimization, Business Analytics

  • Technical Customer Support Manager

    • Mar 2019 - Apr 2021

• 

  Apriva

  • United States
  • Software Development
  • 100 - 200 Employee

  • Training Coordinator

    • Jun 2015 - Jan 2019

    • Managed and trained new hire teams and existing employees, leading through processes and ensuring top quality assurance (QA) within Customer Care Call Center.• Developed, planned, led, and delivered employee and client training on Apriva Products and systems, as well as for employees based on performance assessments and QA results• Created, developed, and administered Train-the-Trainer programs for Client Support groups, traveling to centers and preparing the trainers for new apps release • Managed account relationships for over 200 clients in the payment service industry • Designed and implemented 3 successful revisions of Customer Care QA Program, increasing the QA scores by an average of 17% (from 75% to 92%).• Created, developed and administered Train-the-Trainer programs for Client Support groups, traveling to centers and preparing the trainers for new apps release.• Provided coaching and retraining for employees based on performance assessments and QA results.Key Achievements• Designed and implemented 3 successful revisions of Customer Care QA Program, increasing the QA scores by an average of 17% (from 75% to 92%) • Wrote and designed 15 separate documentation training modules and exams within the Customer Care Center, changing Apriva's original model into new, innovative training tool**********************************************************************************************Coaching, Training, Employee Development, Client Support, Program Development, Quality Assurance, Leadership, Strategic Planning

  • Senior Operations Specialist

    • Jul 2012 - May 2015

    • Trained all new Operations Specialists while leading Operations Specialist teams.• Resolved Level 3 Support escalations for company's gateway services network, delivering superior service, and in addition, implemented RightNow Customer Support Solution program for optimal performance• Developed and implemented RightNow Customer Support Solution program.• Performed QA and validation for production systems and application upgrades, all app and systems releases.*******************************************************************************************Validation, Escalation, Applications and Systems, Training, Operations

  • Customer Care / Account Management Support

    • Jul 2009 - Jul 2012

    • Developed training documentation and Knowledge Base for use within the customer care center.• Managed and maintained account relationships for over 200 clients in the payment service industry.• Provided tech support and customer care for end users, processors and clients for mobile credit.******************************************************************************************Training Documentation, Customer Care, Tech Support, Account Management

• 

  Verizon Wireless

  • Phoenix, Arizona, United States

  • Customer Care/Data Coordinator

    • Mar 2005 - Nov 2008
    • Phoenix, Arizona, United States

    •Proactively sought solutions to customers needs and communicated with them on professional level.• Worked with internal installation coordinators to maintain data, schedules, and deliverables for clients.• Monitored inventory levels in partnership with the warehouse.

• 

  University of Phoenix

  • Qualifying Specialist

    • Aug 2004 - Jan 2005

• 

  CVS Caremark Corporation

  • Customer Service Representative

    • Jul 2003 - May 2004

• 

  University of California, Riverside

  • Transcriptionist

    • Sep 2002 - Jul 2003

• 

  Information Resources

  • Senior PC/LAN Analyst

    • Jul 2000 - Jan 2001

• 

  EarthLink

  • Senior Technical Support Development Specialist

    • Dec 1998 - Jul 2000