Experience

Zero Emission Vehicle Cooperative

• United States
• Community Services
• 1 - 100 Employee

• Experience Manager

  • Mar 2023 - Present



Teracube

• United States
• Consumer Electronics
• 1 - 100 Employee

• Technical Analyst Manager

  • Jul 2018 - Apr 2023

  Redmond, Washington, United States



Kinivo

• Computers and Electronics Manufacturing

• Technical Support Analyst Manager

  • Jun 2014 - Apr 2023

  Redmond, WA Spearhead the customer service/technical support department to move consumer electronic products from inception to end of life, by means of ecommerce, on budget and on schedule. Work directly with senior business leaders including CEO, VP of Global Operations, Supply Chain, Product Development, and Marketing. Manage a team of customer service/technical support agents that respond to emails, phone calls and chats from customers, daily. Supervise, staff and schedule team activities;… Show more Spearhead the customer service/technical support department to move consumer electronic products from inception to end of life, by means of ecommerce, on budget and on schedule. Work directly with senior business leaders including CEO, VP of Global Operations, Supply Chain, Product Development, and Marketing. Manage a team of customer service/technical support agents that respond to emails, phone calls and chats from customers, daily. Supervise, staff and schedule team activities; coordinate and conduct all staff communications and training sessions; evaluate employee performance; provide ongoing coaching and development; conduct monthly and quarterly performance reviews. Manage the quality control hardware and software testing of sample products to ensure maximum performance before launch into the market. Facilitate monthly Tech Talks discussions among the entire company to spur new technology insights. Consult and manage the product listings for devices being sold on Amazon.com. Led development of our electronic recycling programs in conjunction with marketing. Created a program to resell refurbished products with assistance of the Supply Chain director. Led stakeholder meetings evangelizing the vision for the department while providing business impact stats via CRM platform (Salesforce/Zendesk). Facilitate the creation of user manuals for various products on support website. Responsible for the documentation of change management. Show less



BlueRigger LLC

• United States
• Computers and Electronics Manufacturing
• 1 - 100 Employee

• Technical Analyst Manager

  • Jun 2014 - Apr 2023



Verizon

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

• Customer Service Supervisor

  • Sep 2003 - Jun 2014

  Elgin, IL Managed 12+ customer service specialists ensuring optimal productivity and quality customer satisfaction. Supervised while staffing and scheduling team activities within the call center. Mentor direct reports on up-selling products, features and calling plans to meet monthly quotas resulting in my department receiving accommodations for being top 5 of all teams in the call center. Collaborated with upper management and Quality Control team, giving presentations on team successes and… Show more Managed 12+ customer service specialists ensuring optimal productivity and quality customer satisfaction. Supervised while staffing and scheduling team activities within the call center. Mentor direct reports on up-selling products, features and calling plans to meet monthly quotas resulting in my department receiving accommodations for being top 5 of all teams in the call center. Collaborated with upper management and Quality Control team, giving presentations on team successes and updates on individual representatives' progress. Evaluated employee performance by providing ongoing coaching/development. Conduct monthly and quarterly performance reviews. Managed escalated calls for the Customer Loyalty department which increased customer retention by 15% in less than a year. Educated customers on the value and the benefits of various products and services. Worked with Quality Control Management Team to highlight deficiencies within the customer service department and improve operational efficiency. Show less



Calumet Park Elementary School

• Substitute Teacher

  • Jan 2002 - Sep 2003

  Calumet Park, IL Develop and implement lesson plans for 21 children per class. Set up after school hours for tutoring youth with learning disabilities.



The Youth Campus

• Family Teacher

  • Feb 2002 - Jul 2002

  Park Ridge, IL Provided life skills for over 16 clients with behavioral deficiencies. Maintain record of daily medications and appointments. Responsible for transport of clients to weekend residential visits. Counseled client base on employment preparation, professional etiquette and maintaining their position with the company. Developed contacts for job placement. Kept accurate record of new hire, termination and promotion information. Created a career program that showcased industry professionals and… Show more Provided life skills for over 16 clients with behavioral deficiencies. Maintain record of daily medications and appointments. Responsible for transport of clients to weekend residential visits. Counseled client base on employment preparation, professional etiquette and maintaining their position with the company. Developed contacts for job placement. Kept accurate record of new hire, termination and promotion information. Created a career program that showcased industry professionals and assigned mentors to clients. Show less



Ford Credit

• United States
• Financial Services
• 700 & Above Employee

• Customer Service Representative

  • Sep 1999 - May 2001

  Columbia, MD ~ Kept record of over 100 delinquent auto loan accounts and was responsible for notifying customers of their status. ~ Approved customers for auto loans, based on their credit and payment history, while saving the company approximately $5,500 per day by helping customers deter delinquency and to avoid repossession. ~ Responsible for testifying as plaintiff in court proceedings filed by Ford Financial. ~ Maintained a satisfactory plus or above ratings on all mid-year and… Show more ~ Kept record of over 100 delinquent auto loan accounts and was responsible for notifying customers of their status. ~ Approved customers for auto loans, based on their credit and payment history, while saving the company approximately $5,500 per day by helping customers deter delinquency and to avoid repossession. ~ Responsible for testifying as plaintiff in court proceedings filed by Ford Financial. ~ Maintained a satisfactory plus or above ratings on all mid-year and annual reviews. Show less



U.S. Nuclear Regulatory Commission

• Government Administration
• 700 & Above Employee

• Administrative Assistant

  • May 1997 - Sep 1998

  Rockville, MD Created memorandum and documents, filing and maintaining supplies and contracts.



Unicco Cleaning Services

• Supervisor

  • Jun 1996 - Aug 1996

  Chicago, IL Administer quality control and managed of a thirty man crew while checking comfort stations. Created and facilitate. Daily scheduling for morning and evening workforce.