Experience

FP Mailing Solutions USA

• United States
• Retail Office Equipment
• 100 - 200 Employee

• Technical Support Manager

  • Sep 2017 - Sep 2020

  Addison, IL Manage a team of Technical Support Specialists. I introduced various KPI to measure the team's performance, Also introduced the call monitoring program I started at FP to Technical Support. Started use of case management/ticketing system to track and report various issues. Worked with IT to customize the system for our use. Work on various business requirements to improve our ERP/CRM. Involved in global FP projects including functional design of new products as well as… Show more Manage a team of Technical Support Specialists. I introduced various KPI to measure the team's performance, Also introduced the call monitoring program I started at FP to Technical Support. Started use of case management/ticketing system to track and report various issues. Worked with IT to customize the system for our use. Work on various business requirements to improve our ERP/CRM. Involved in global FP projects including functional design of new products as well as testing prior to launch.

• CET Systems Manager

  • Jul 2016 - Aug 2017

• Customer Service Manager

  • Feb 2015 - Jul 2016

• Order Entry Manager

  • Sep 2013 - Feb 2015



NTT Ltd. Collaboration & CX

• United Kingdom
• IT Services and IT Consulting
• 200 - 300 Employee

• Manager-Regional Order Team

  • Aug 2007 - Sep 2013

  Schaumburg, IL Managed team of conference call order specialists. Implemented processes after merger to ensure orders were entered into different ERP systems in timely manner. Used Cisco reports to review call center KPIs.



RCN

• United States
• Telecommunications
• 700 & Above Employee

• Direct Sales Supervisor

  • Aug 2006 - Aug 2007

  Chicago, IL Managed door to door sales team. Developed sales plans to ensure team met or exceeded sales goals. Handled escalated issues including going on site to a customer location as needed.



TDS Metrocom

• Telecommunications
• 1 - 100 Employee

• Residential Sales Supervisor

  • Apr 2002 - Aug 2006

  Madison, W Led residential sales team selling phone service and high speed internet. Managed KPIs using daily reports. Successfully completed testing of new ERP system.