Experience

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  Streamline Healthcare Solutions, LLC

  • Kalamazoo, Michigan Area

  • Director of Support Operations

    • Aug 2019 - Present
    • Kalamazoo, Michigan Area

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  Kellogg Company

  • Senior Sales Communication Agent

    • Apr 2016 - Aug 2019

    Charged with leading scheduling, training of the AnswerLine team and three direct reports to ensure technology service and support excellence is maintained. Train staff on the latest software and processes to keep clients informed of any recent changes. Provide up to date IT technical support for internal sales teams and external customers. Continuously promoted to greater leadership roles throughout tenure.Key Achievements★ Key contributor in several Kellogg reorganizations, helping the team through any change management initiatives as point of contact, steadied team morale to ensure continued customer service excellence.★ Worked side-by-side with a number of cross-functional support teams to ensure ongoing training and updates is provided to AnswerLine for any new IT products.★ Support the Fleet team, over and above normal duties during Project Richmond and other team members when out of the office.★ Successful in transitioning sample ordering for Kellogg North American from GBS team to Sales Answerline, streamlining the order placement by refining three forms down to one form.★ Partnered with six Distribution Centers to streamline daily updates for complete cohesion across all locations.★ Collaborated with Finance to determine metrics needed to begin providing spend data for departments, used when assembling budget requirements – never done before.

• 

  Kellogg Company

  • United States
  • Manufacturing
  • 700 & Above Employee

  • Sales Communication Agent - Onboarding

    • 2015 - 2016

    Guided, led, and delivered customer service and support for Sales employees contacting the AnswerLine for assistance with devices, time reporting, and any number of support questions including company car support. Served as the SharePoint Manager who maintained existing SharePoint sites and created new sites, as part of the overall rollout objectives.Key Achievements★ Partnered with a number of teams in the development and implementation of a Manual Check process focused on decreasing overnight check costs, successful in reducing the requests for overnight checks requests by 86%.★ Improved processes and best practices regarding SharePoint sites archive processes.★ Collaborated with myHR and Information Technology in resolving data issues that resulted from a company reorganization.★ Successful in transitioning the onboarding team from manual paper to using Excel that quickly became a tool requested by the Sales Answerline team; built that into an Access database, still in use today.★ Acknowledged as a consistent high performer in handling customer calls.

  • Sales AnwerLine Agent - Technology

    • 2013 - 2015

    Supported Windows and iOS equipment utilized by sales personnel performing sales out in the field. Assisted in reporting time, mileage, and communications with the sales teams. Served as the lead technician for Kellogg’s Snacks zone rally. Brought on full-time from a contract position due to IT technical acumen.Key Achievements★ Trained new AnswerLine personnel on new/emerging technologies and customer service and support.★ Successfully implemented UPS 2nd day air shipments and UPS ground shipping for packages that saved close to $80,000 annually in shipping costs.★ Acknowledged with Agent of the Year award in 2014 due to outstanding service and support excellence.

  • Handheld Support specialist – Contractor

    • 2010 - 2013

    Reassigned as a contractor to provide technical support for 1,500 sales personnel using handheld ordering devices, Blackberries, and Windows 8 phones for merchandise ordering.Key Achievements★ Successfully resolved 98% of first-time customer service calls.★ Supported RF units that provided order fulfillment at warehouses.★ Managed assets by the development of directions and documentation for equipment returns.★ Acknowledged as the 2012 Global PC rollout documentation editor.

  • Desktop Support Technician – Contractor

    • 1998 - 2010

    Utilized strong IT troubleshooting skills, coordinated with vendors on repairs at remote locations and managed asset parts in two inventory locations. Served as second level support for 3,000 remote customers that included warranty computer repair, software troubleshooting, and general computer issues.Key Achievements★ Key contributor for the group that developed and documented printer repair procedures that streamlined the entire printer repair process.★ Monitored the IT support ticketing system, prioritized incoming tickets, followed up on ticket assignments, and assigned tickets to IT technicians.★ Successfully automated the department from a paper-based filing system to an electronic solution.

• 

  Technical Arts, Inc.

  • Senior Technical Writer

    • 1993 - 1998

    Served as a skilled project manager for projects valued between $2K and $700K, handled project scope,resource allocation, and finished each project on time and on/below budget.Key Achievements★ Researched, created, and edited standard operating procedures, maintenance, operating, IT training, and parts documentation.★ Collaborated with customers, engineers, and subject matter experts on obtaining technical data, schematics, and drawings to complete technical documentation.