Monitoring Experience Supervisor

• Jul 2022 - Present

- Set team goals that align with SimpliSafe’s company plan and vision to provide world-class monitoring service to meet and exceed CSAA Five-Diamond and UL Certification for Central Station Operations at the site. - Monitor team performance and productivity to provide constructive feedback and coaching to engage and develop team members - Build strong working relationships through communication with team members - Take escalated calls to ensure customer satisfaction, as well as assist with in emergency dispatch scenarios - Conduct 1:1 coaching sessions with team members to review prior month’s performance - Prepare and submit team and individual performance reports on a consistent basis - Recommend or implement measures to motivate employees to maintain or improve performance and efficiency. - Conduct continual assessment of the team’s overall emotional well-being; react appropriately to staff’s needs in emergency and routine situations - Partner with recruiting teams during recruiting initiatives and events. - Fostering a work environment where team members receive personal development and career progression opportunities Show less

Operations Team Lead, Service Delivery

• Jun 2020 - Present

- Set clear team goals- Delegate tasks and set deadlines- Oversee day-to-day operation- Monitor team performance and report on metrics- Motivate team members- Discover training needs and provide coaching- Listen to team members’ feedback and resolve any issues or conflicts- Provide agent and escalation support in chat rooms

Team Coach, Customer Service Specialist

• Apr 2020 - Jun 2020

• Conduct virtual training and mentoring for home associates through various channels• Open and maintain customer accounts by recording account information• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem;• Manage large amounts of incoming calls• Provide team coaching in varies chats for all new specialist and team members

Social Media Marketing Specialist

• May 2018 - Present

Business Development Specialist

• Jul 2019 - Sep 2019

Instant Teams is a new model talent management company that draws for our unique (untapped) military community pool which enables our clients to hire, scale, and manage remote customer success, marketing, and agile development talent. We save you time and money with better talent by automating the hiring, onboarding, and managing of remote teams. Instant Teams Instant Teams is a new model talent management company that draws for our unique (untapped) military community pool which enables our clients to hire, scale, and manage remote customer success, marketing, and agile development talent. We save you time and money with better talent by automating the hiring, onboarding, and managing of remote teams. Instant Teams

English as a Second Language Instructor

• Jul 2018 - Mar 2019

• Aide 2-4 diverse students, with varying language knowledge, improve their reading, writing and speaking skills; utilized creative instructional methods to stimulate learning and information retention • Earned praise for developing / implementing well thought-out, interactive, outstanding lessons that actively engaged students; assessed progress and needs with continual assessment, testing, and dialogue • Collaborate with colleagues to design and implement a new grammar assessment for intermediate low ESL students Show less

Education Consultant

• May 2018 - Oct 2018

• Promoted e-learning programs to Universities and Community College offered by World Education (WE) through various outlets including social media and over 20military career and resource events • Created, implemented, and executed social and content marketing strategies to generate leads growing revenue 15%; • Identified Business Development Opportunities within the academic sector through surveying, researching, and cold calling • Educate over 500 diverse learners on third-party funding options available to generate leads for enrollment • Build positive awareness about WE client product catalog offerings while providing educational support to 15 Academic Institutions and Universities Show less

Sales Support Specialist- Military

• Feb 2016 - May 2018

• Documented marketing campaigns leads entered in Sales Force; Improved operational efficiency and sustained data integrity• Executed strategic marketing growth plans to successfully sell SaaS to academic accounts and Military affiliated organizations for the marketing and promotion of ed2go products• Trained and educated 35 academic partners on how to market and grow their continuing education business; increased revenue 103% and established trust and rapport with clients• Developed and delivered training solutions to meet needs of the business and sales team• Created and implemented SOPs for internal teams• Executed a re-engagement strategy for bottom tier accounts; resulted in 200+ accounts reopened and re-engaged Show less

Learning and Development, Partner Helpdesk Support

• Feb 2016 - Apr 2016

• Provided high-volume customer and technical support via email and telephone while delivering thorough, thoughtful, and efficient responses with a sense of urgency to technical and student-related issues• Recognized as an expert in all ed2go products and services, as well as the tools used internally to manage them - website set up, navigation, maintenance, customizations, and application program interface (API) implementation• Assisted 8 Account Managers and Business Development teams with offering specialized support in development, marketing, implementation, and customer care functions for key business initiatives that resulted in 98.9% Customer Satisfaction rating, 6 consecutive months.• Managed escalated partner issues with necessary authority while balancing the needs of our partners, students, and business; Show less

Technical Support Associate

• Jul 2015 - Sep 2015

• In charge of recording all work orders and submitting request through our tracking system for repairs. • Accepted 150 incoming calls per day and recorded work orders and customer request • Efficiently resolved over 300 customer technical issues • In charge of recording all work orders and submitting request through our tracking system for repairs. • Accepted 150 incoming calls per day and recorded work orders and customer request • Efficiently resolved over 300 customer technical issues

Customer Care Representative/Technical Support

• Jul 2009 - Jan 2011

• Responded to digital sales & customer service calls promptly and proficiently • Place new installation orders; schedule appointments ; prepare associated paperwork for work orders; input orders into computer system including • Add additional programs and up-sell with new product lines and service packages. • Skilled with handling upset/irate customers, carefully resolving issues with empathy and concern. • Responded to digital sales & customer service calls promptly and proficiently • Place new installation orders; schedule appointments ; prepare associated paperwork for work orders; input orders into computer system including • Add additional programs and up-sell with new product lines and service packages. • Skilled with handling upset/irate customers, carefully resolving issues with empathy and concern.