Contracts Administrator

• Jul 2023 - Present

Project Coordinator

• Jan 2021 - Mar 2023

• Responsible for owning up to 10 calls/problem tickets from USPS contract until closure, including: (1) creation of package for incident ticket when received by Project Manager, (2) identification of incident(s) at facilities, (3) collaboration with Sr. Master Plumber and Project Manager to obtain additional insight and/or guidance on resolution of call, (4) engagement with field technicians and Project Manager with while retaining control of the parent call, and (5) communication of package status in conformance to process.• Coordinated with the Lead On-Site Project Manager for identification of external vendor resources and acted as liaison between vendor and field technicians until incident resolution.• Coordinated with Project Manager and parts vendors for incident resolution, in accordance with defined approval limits and scope of work.• Monitored and identified erroneous updates, analyzed performance, and reported proposed resource realignment to appropriate leadership.• Received documented approval, via Letter Before Action (LBA), from Facilities Project Manager upon package completion; coordinated with accounting team for billing. Show less

Customer Support Associate

• Jan 2021 - Sep 2021

• Handled escalated customer complaints and issues, collaborating with internal teams to find appropriate resolutions to ensure customer retention.• Assisted in the development and implementation of new customer support processes via relevant customer support application, resulting in a 20% improvement in response times and a 15% increase in overall customer satisfaction.• Actively monitored customer metrics via delivered application reporting.• Provided exceptional customer support to residential and commercial clients, handling an average of 15-20 customerinquiries per day through various communication channels, including phone, email, and software inquires (such asFieldedge, Thumbtack, and Angie’s List).• Collaborated closely with the sales team to identify potential upselling and cross-selling opportunities, resulting in a15% increase in revenue from add-on services. Show less

Data Entry Specialist

• May 2019 - Aug 2019