Experience

Perry Township Schools

• United States
• Primary and Secondary Education
• 300 - 400 Employee

• Business Education Teacher

  • Jul 2021 - Present

  I teach secondary Management and Entrepreneurship for Perry Township. PMHS DECA Advisor I teach secondary Management and Entrepreneurship for Perry Township. PMHS DECA Advisor



Tangoe

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Account Support Manager/Team Manager

  • Feb 2016 - Jul 2021

  Title change from Operations Development Manager.• Mentor and manage a team of management-ready Account Specialists• Provide continuous training to Account Specialists and Customers to deliver strong customer support with the guidelines of the scope of work• Facilitate meetings with internal departments to ensure optimal day to day function of assigned accounts• Act as main escalation point by finding quick resolutions to customer concerns• Design account processes to coincide with written service level agreements• Analyze data related to help desk support and customer satisfaction to recommend changes• Develop and maintain support documentation• Review, and follow-up, with customer satisfaction surveys. Provide team members with good surveys, and provide training on negative surveys• Work directly with account Points of Contact to improve business processes• Train third party agents, POC's, and global partners, on how to use the Tangoe Portal (via seminars and conference calls)• Create and maintain Tangoe Knowledge Base (RightAnswers); develop and maintain support documentation• Work with creating Self-Service solutions (utilizing Tangoe Portal, Chat Bot, and RightAnswers) to help decrease work-group call volume• Partner with various Tangoe Departments, and other managers, to work on any account escalations; including contributing to action plans (as necessary) via SalesForce• Identify issues, flaws, and/or gaps within Tangoe customer/carrier processes, work with internal Tangoe team(s) towards alternative solutions (process flow efficiencies)• Work with Implementation to ensure seamless transition to Operations including timely completion of Transition QA checklist and Knowledge Base/account certifications for all new accounts Show less

• Operations Development Manager

  • Nov 2014 - Feb 2016

  ° Work effectively with HR and GM to conduct thorough and decisive interviews with potential Account Specialists.° Effectively manage workload and service levels across respective team to increase efficiencies and customer satisfaction.° Effectively develop a “bench” of management-ready Account Specialists.° Ensure ongoing career development and training is part of the Operations focus.° Act as escalation point for end users and Account Specialists.° Develop Account Specialist team through professionalism and accountability.° Set clear and realistic expectations and holds team accountable for performance (provide call reviews, annual performance reviews)° Provide timely and constructive feedback to direct reports.° Identify training opportunities within work groups ° Champion innovation and shares ideas through effective channels° Monitor support inboxes and balances activity work load while holding the Account Specialist accountable for each° Train Account Specialists on new accounts° Monitor and update Account Guides Show less

• Account Specialist

  • Jul 2013 - Mar 2015

  • Provide help desk support via telephone and email communications to end users.• Process and monitor cellular carrier activities for various business accounts.• Mentor new hires and assist with training them on daily operations.• Assist in improving MOBI day to day functions and help implement new ideas for streamlined operations.



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Sales Associate

  • Aug 2011 - Jun 2013

  • District leading sales result. • Work with local businesses to cultivate a relationship to better their wireless needs. One of the Region leaders for R2B leads. • Set up, and run, wireless workshops and one on one trainings with Verizon customers. • Provide customers with the necessary knowledge to have a productive and positive relationship with their Verizon Wireless devices. • Mentor new hires and assist management with reviewing employee performance by preparing observation reports. Show less



Flex

• United States
• Appliances, Electrical, and Electronics Manufacturing
• 700 & Above Employee

• Retail Technical Support (Verizon Wireless)

  • Jun 2010 - Aug 2011

  • Give detailed presentations on various technical topics during conference calls and meetings. • Assist, and run, customer service and technical trainings across the local territory (Michigan and Indiana). • Set up and run wireless workshops for Verizon customers. • Go to various training seminars to better cultivate my role with Flextronics. • Give detailed presentations on various technical topics during conference calls and meetings. • Assist, and run, customer service and technical trainings across the local territory (Michigan and Indiana). • Set up and run wireless workshops for Verizon customers. • Go to various training seminars to better cultivate my role with Flextronics.



Comic Carnival

• Indianapolis, Indiana Area

• Store Manager

  • Aug 2004 - May 2010

  • Interview, train and supervised all staff working at the Southside Indianapolis Comic Carnival; established very in depth training and interview process. • Worked close with people organizing events for the store and community. • Promote long term goal of customer loyalty and satisfaction. • Effectively manage team of 5-8 employees to ensure rapid customer turnaround and store profitability. • Interview, train and supervised all staff working at the Southside Indianapolis Comic Carnival; established very in depth training and interview process. • Worked close with people organizing events for the store and community. • Promote long term goal of customer loyalty and satisfaction. • Effectively manage team of 5-8 employees to ensure rapid customer turnaround and store profitability.