Experience

Mural Corporation

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Direct Team Lead

  • Mar 2022 - Present

  Responsible for guiding a team of 15-18 Microsoft 365 Support Ambassadors in the Concierge Customer Support program. - Ensuring that the Ambassadors achieve high KPI metric results through coaching, development, and training. - Developing ambassadors through coaching and creating SMART plans to ensure customer expectations are exceeded. - Participated in the hiring and training processes through interviewing, transitioning team from trainee to floor, and providing insights and feedback to the training delivery team. - Lead a pilot program for Microsoft’s latest Dynamics based internal tool for case management – team of 6 ambassadors working through testing and development. Show less

• Concierge Ambassador / Inbound Support

  • Mar 2021 - Mar 2022

  Responsible for providing world class customer support to Microsoft’s small & medium business tenants on the Microsoft 365 platform. Assist administrators and end users with solving problems ranging from basic questions to complex technical problems. - Have been able to maintain a very high level of performance in the Concierge program, frequently being in the top 20 program wide for stack ranked stats. - Selected to be a part of the Microsoft Premier support program – offering support to companies with paid support plans. - Part of the Ivory Wolves team, which has seen incredible success since forming in May 2021, consistently being one of the top teams on the stack rank from month to month. - Interviewed and selected to be part of the Training Delivery Team in March of 2022, where I was then promoted immediately up to Team Lead and back over to the Concierge Program. Show less



Petco

• United States
• Retail
• 700 & Above Employee

• Store Leader

  • May 2017 - Mar 2021

  Responsible for associate development, meeting sales metrics, and maintaining a high quality of customer experience at a medium volume store in the Tucson, AZ area. FY19 results so far - finished Q1 ranked 8th of 1500 stores and included in the Elite Achiever program (top 5% of stores nationally). Through the end of Q2 have maintained extremely high results and for the first half of the year finished in the Elite Achiever program. Continuing that success into Q3 and Q4. Within 6 months took store from a 66% Customer Satisfaction rating to 83.6% - ranking 18th in the company of 1500+ stores. Leading a passionate, driven, customer service oriented team. Believe that the key to incredible customer service is through incredible associate care. Take care of your people and they take care of your customers which in turn takes care of your business. Show less



OfficeMax

• Retail
• 700 & Above Employee

• Assistant Store Manager

  • Jun 2016 - May 2017

  Lead associate development efforts within the store to achieve consistent sales results using our sales model by leveraging resources from hands on training, eLearning tools, and direct observations. Support the growth of technology services via training and mentoring associates on proper diagnostic and repair methods. Directly manage P&L by adjusting employee roles to customer demands in the moment - shifting resources from one role to the next to enable maximum profit with a minimum of waste. Build relationships with small to medium businesses in the local area by showcasing Office Depot's vast array of products and services - work with internal partners to be able to provide the best support possible. -Helped bring team to a 3rd place District/6th place Region finish for Q3 2016 scorecard - immediately helping to make an impact and elevate the store from prior quarter results. Show less



Microsoft

• United States
• Software Development
• 700 & Above Employee

• Customer Experience Manager

  • Jan 2015 - Nov 2015

  Responsible for ensuring that Microsoft's customers have a world class experience with products, services, and support. Worked hand in hand with sales and support teams to provide solutions, gather feedback, and implement changes to the way we conduct business. - Maintained incredibly high standards, while being very cost conscious, keeping labor spend very low during all projects and implementations. - Directly managed a small team, while indirectly managing 40 associates on day to day tasks and execution. - Peer leader throughout the business segment and assisted many fellow CEMs on project roll outs and advice. - Continued to exceed industry averages with a customer satisfaction rate of 90% for the first three quarters of the calendar year. Show less

• Operations Manager

  • Aug 2012 - Jan 2015

  Managed inventory and logistics operations for a $10+ million per year business unit. Responsible for ensuring stock levels to support customer demand, ensuring that product launches were successful, and directly managing a small team of associates to accomplish these tasks. - Personally recognized as a Manager of the Quarter (Q3 FY14), during the same year our office was recognized and awarded the highest business segment award - Platinum Circle award, for FY14. - Implemented and maintained several policies and procedures that allowed us to lead our similar business segments with outstanding financial results and performance, year over year, while maintaining minimal loss (.02% of revenue) over the same time-frame. - Selected for User Acceptance Testing/Training development for Microsoft Dynamics ERP program, Q1 FY15. - Highly involved with our Direct to Business Sales team to help deliver and close on large quantity sales – sourcing inventory, communicating with the customers, and ensuring that product is delivered on time. Show less

• Learning and Development Specialist

  • Nov 2011 - Aug 2012

  Created and delivered training material and curricula to a wide variety of staff - from technical, to service and support, and to sales skills. Responsible for implementing daily, weekly, and monthly training programs that would best allow the team to grow and adapt to new products, new solutions, and different customer relationships. - By analyzing sales data and trends, able to determine what learning opportunities existed and created material on an as needed basis to be able to work with individual team members.- Create mixed media content to maximize training potency - eLearning, self-guided, one on one, and group sessions.- Delivered training to 45 associates and leadership staff covering sales, motivation techniques, and situational leadership modules. - Work with new product release teams to generate impactful training to get the team members up to speed rapidly to best showcase Microsoft products and services. Show less



Flex

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

• Corporate Trainer / Business Development

  • Feb 2006 - Nov 2011

  Directly worked with partner companies to build out complex training programs as a value-add service to what our company was able to offer. Oversaw the training and development of thousands of associates across multiple partner companies, while finding and allocating long term resources to be able to take over the daily oversight. - Project Managed the Technical Training for the Service Advisors for Microsoft Retail Stores – first 15 stores from Aug ’09 to Oct ‘11. - Developed comprehensive training packages for several clients, including Microsoft Retail, Verizon Wireless, AT&T, Dell, Verizon ExpertCare, and CompUSA. - Created and Delivered training curriculum in the areas of customer service, sales, technical skills (computer, phone, software systems), leadership (Stress Management, Adapting to Change, Situational Leadership, Servant Leadership Model, Motivating Employees). - Deployed training to field employees via Webcast, Teleconference, On-The-Job training, and Classroom environments. - Business Development role involved talking with potential clients and presenting our training solutions and options to them in order to help win their business, successfully won/expanded the following businesses: Microsoft Retail (In-Store Services/Training support) Verizon ExpertCare (Field Services) Dell (In-Store Services) CompUSA (Field Services) - Performed NSO Training and Support for 15 Dell Solution Stations in Wal-Mart stores in the Dallas, TX market area. - Traveled extensively in support of client needs throughout the continental US. Show less