Experience

Bucher Aerospace Corporation

• United States
• Aviation and Aerospace Component Manufacturing
• 1 - 100 Employee

• Program Manager

  • Jun 2015 - Present



WDS

• United Kingdom
• Telecommunications
• 300 - 400 Employee

• Support Data Analyst

  • Feb 2015 - Apr 2015

  Aggregated data of top call drivers, root cause analysis and resolutions for technical support call centers for Boost Mobile.

• Lead Technical Trainer

  • Oct 2013 - Feb 2015

  Lead trainer for Google hardware and digital content support. Instructor-led training for large class sizes in order to ramp up call center contracts in technical and consumer support. Instilled the virtues of excellent customer service and troubleshooting for both mobile phones and tablets, as well as digital items and services.

• Technical Writer

  • Oct 2012 - Oct 2013

  Writing technical documentation (How To's, Troubleshooting, and Walkthroughs) for Android and Apple devices in HTML for Sprint's customer support database.

• Quality Assurance Technician

  • Oct 2011 - Oct 2012

  Testing social media, messaging, and voIP calling apps for T-Mobile on Android, iOS, Windows, and MacOS. Cross platform testing of user interface, user experience and ease of use, commerce and e-store purchases. Tested voIP quality in-field, at HQ, and home.Responsible for creating test plans, running cross-platform tests between operating systems, filing bugs reported directly to developers, regression testing. Largely self-managed.

• Technical Support Trainer

  • Aug 2011 - Oct 2011

  Lead trainer for Radioshack's Mobile Product Support - ramp up of large class sizes for call center. Passed along my previous experience in delivering excellent customer service, troubleshooting of mobile phones of all types and operating systems, as well as how to explain complex technical information to users of varying levels of expertise.

• Tier III Support Technician

  • Mar 2009 - Aug 2011

  Receive incoming call, chat, and forum inquiries regarding issues arising from common to advanced usage issue on Android, iOS, Blackberry, Windows Phone, BREW devices, as well as wireless modems and aircards. Often assisted in setup of home WLAN systems. Responsible for resolving customer issues and education on devices, prevent future call backs, and generate knowledge for future use by agents. Handled calls in polite, professional manner while keeping talk time down to assist in management of incoming queues.



iFLOOR.com

• Project Manager and Assistant Store Manager

  • Jun 2005 - Nov 2008

  - Manager of installation projects across multiple states- Responsible for timely coordination of scheduled consultation, measuring, demolition, delivery, and installation timelines for home and contractor appointments- Managed and merchandized high-end flooring store in multiple locations, rallying team to meet sales goals, store cleanliness, incoming store and phone customers, forklift driving for merchandize delivery, till balance and cash drop off - Manager of installation projects across multiple states- Responsible for timely coordination of scheduled consultation, measuring, demolition, delivery, and installation timelines for home and contractor appointments- Managed and merchandized high-end flooring store in multiple locations, rallying team to meet sales goals, store cleanliness, incoming store and phone customers, forklift driving for merchandize delivery, till balance and cash drop off