Experience

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  Mccs

  Sept 2001 - Jul 2006

  Computer technician

  As a Computer Technician at MCCS, I played a pivotal role in optimizing operational efficiency and enhancing user experience through strategic procedures and technical support. Notable achievements include reducing downtime by 19% and improving first-call resolution by 36%.My responsibilities encompassed the installation, maintenance, and troubleshooting of PC/LAN hardware and software, including peripherals such as CPUs, monitors, printers, and modems. I provided tier-three-level support and meticulously maintained asset inventories, software media, and documentation libraries.Additionally, I delivered comprehensive end-user support worldwide for Marine Corps Community Services Commands, utilizing personal contact, telephone, email, and remote connections to address help desk requests. I managed user login information and scripts in Active Directory and played a pivotal role in budget planning and department purchasing.Furthermore, I developed and implemented internal SOPs, training manuals, and LOIs, while occasionally working on Oracle 8 and MS SQL database installations and data input. I designed and implemented various databases and spearheaded R&D efforts for new hardware/software procurement and IT training.My expertise extended to creating ghost images for organizational-wide use and managing servers for secure internal operations. Proficient in Microsoft Windows, Server, Office Suites, Macromedia, Adobe, Symantec, and Exchange, I provided unparalleled customer service while ensuring compliance with DoD Rules and Regulations. Show less

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  Mitre

  Jan 2006 - Jan 2008

  Desktop support specialist iii

  As a Desktop Support Specialist III at MITRE, I played a crucial role in enhancing the productivity of MITRE staff by serving as their primary point of contact for problem resolution and information. I empowered our customers by teaching them to effectively utilize MITRE tools and information infrastructure, contributing to improved efficiency and effectiveness.In a high-pressure environment, I leveraged my unmatched technical expertise and professional judgment to assess problem severity and assign priority accordingly. I diligently tracked the status of problem resolution and followed up with staff members to ensure satisfactory outcomes, maintaining a professional approach and customer service attitude at all times.Utilizing remote connectivity software, I efficiently troubleshooted and resolved customer problems, supporting a vast array of corporate and personal use software. I tackled hardware issues and provided support for one of the most extensive libraries of software within any organization in the US.Additionally, I supported and designed SharePoint sites, responded to email and phone support requests promptly, and upheld the highest standards of customer service when interfacing with customers across all levels, from support staff to corporate officers. My dedication to excellence in desktop support significantly contributed to MITRE's operational success. Show less

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  Gfi studios

  Jul 2009 - Jan 2023

  Ceo

  As CEO of GFI Studios, Inc., I oversaw the development of procedures, managed personnel, and ensured compliance with human resource standards. My responsibilities extended to creating compelling marketing campaigns and attracting new clients for our photography, graphic design, and digital illustration services.Collaborating with partners, I crafted marketing packages to enhance our market presence and implemented social media strategies that consistently increased photo shoots by 20% compared to traditional methods. As Editor-in-Chief and Digital Imaging Manager, I meticulously edited client photos and videos, delegated assignments, and ensured quality assurance.Additionally, I led B2B sales and marketing efforts, promoting innovative GFI products and packages while emphasizing our competitive advantage to customers. Building and maintaining effective relationships with clients and businesses was paramount, ensuring continued success and growth for GFI Studios in a competitive market environment. Show less

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  Apple

  Nov 2010 - Nov 2011

  Apple solutions consultant

  As an Apple Sales Manager at Apple, I led the promotion of Apple products and solutions by effectively communicating their benefits and values through product demonstrations. Utilizing World Wide developed demo scripts, I conducted both one-on-one and group demonstrations to showcase the features and capabilities of Apple products.My focus was on building a community of loyal Apple customers who would return for future purchases, achieved through monitoring performance results, inventory levels, and competitive trends. I provided insightful feedback to enhance Apple Shop performance and developed training programs for the reseller's sales force of 30+ employees.Establishing strong, collaborative relationships with reseller management and sales teams, I reviewed and modified business plans to achieve goals. Additionally, I designed solutions-based sales demos and presentations, creating marketing plans and materials to boost sales and brand awareness.Through these efforts, I played a key role in driving sales growth and establishing Apple as a leading brand in the market. Show less

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  Starbucks

  Oct 2015 - Jan 2016

  Shift lead

  In my role as a Shift Supervisor at Starbucks, I was responsible for maintaining a calm demeanor during periods of high volume or unusual events to ensure seamless store operations. By anticipating customer and store needs through constant evaluation of the environment and customer cues, I ensured optimal service delivery.Additionally, I actively participated in new partner training, assisting in their onboarding and ensuring a smooth transition into the team. I prioritized delivering legendary customer service by embodying a customer-first attitude and fostering connections with each customer. By discovering and responding to customer needs, I contributed to a positive customer experience.Furthermore, I maintained a clean and organized workspace to facilitate efficient operations, enabling partners to locate resources and products as needed. I consistently provided quality beverages, whole beans, and food products by adhering to all recipe and presentation standards. Moreover, I upheld health, safety, and sanitation guidelines for all products, ensuring a safe and hygienic environment for both customers and partners. Show less

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  Milgard manufacturing

  Apr 2016 - Sept 2016

  Production operator supervisor

  As a Production Operator Supervisor at Milgard Manufacturing, I spearheaded the efficient operation of production lines, overseeing startup and shutdown processes to maximize productivity. Managing a team of pultrusion operators, I established and maintained group goals and production levels, ensuring adherence to the highest standards of accuracy and efficiency.Key responsibilities included ensuring adequate stock of rovings and texos for uninterrupted production, conducting quality checks on all parts to meet internal and external customer standards, and upholding housekeeping standards to promote a clean and safe work environment.Additionally, I meticulously completed logs and paperwork to facilitate accurate record-keeping for parts produced and provided guidance to day and swing shift operators for troubleshooting purposes. I also handled the packing and preparation of parts for painting, ensuring smooth workflow and timely delivery.Central to my role was the motivation and encouragement of team members to uphold the Milgard philosophy, fostering a culture of commitment and excellence in production operations. Show less

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  Xerox

  Sept 2016 - Dec 2016

  Customer care supervisor

  In my role as a Customer Service Lead at Xerox, specifically catering to Verizon Wireless, I delivered exceptional customer service within an inbound call center environment. I meticulously maintained customer accountings to meet the quality standards expected by our esteemed client, Verizon Wireless, through detailed notations and accurate record-keeping.My primary focus was on ensuring complete customer satisfaction and resolving issues comprehensively, aiming for a first-call resolution to enhance the overall customer experience. I utilized various troubleshooting techniques to effectively address customer concerns and maintain positive relationships.Furthermore, I actively advised and offered additional services to better serve customers and meet their needs, including providing upgrade options and leveraging upsell opportunities through probing questions.In addition to my customer-facing responsibilities, I also took on the role of Training Room Floor Support, providing supervisory support for a team of 20 associates. I led multiple teams of 20+ agents on the service floor, guiding them in resolving customer complaints and achieving first-call resolutions to customers' satisfaction.Moreover, I conducted one-on-one sessions with Customer Service Representatives to improve their performance metrics and boost morale, contributing to a positive and productive work environment. Through my multifaceted role, I played a key role in ensuring high-quality customer service delivery and driving customer satisfaction for Verizon Wireless. Show less

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  Comcast

  May 2017 - Mar 2020

  Customer account executive lead

  As an Inbound Sales Lead at Comcast, I not only focused on delivering consistent sales and service experiences to customers but also played a pivotal role in fostering team building and providing supervision within a large call center environment of 400+ people.In addition to ensuring all lines of business were presented in a customized manner and adhering to telephone conduct standards, I also actively participated in team-building activities aimed at enhancing morale and cohesion among team members. This included organizing team events, facilitating training sessions, and promoting a positive work culture.As a supervisor, I provided leadership and guidance to a team of sales representatives, overseeing their performance, providing feedback, and implementing strategies to drive productivity and achieve targets. I fostered a supportive and inclusive environment where team members felt valued and motivated to excel.Furthermore, I maintained accurate records of team performance and actively worked towards maintaining statistics above the required goals for close rates. Through effective supervision and team-building efforts, I contributed to enhancing overall customer satisfaction and increasing month-over-month revenue for the company. Show less

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  Angry koi, ltd.

  Apr 2018 - now

  Owner

  Welcome to Angry Koi, Ltd., where we're shaking up the fashion scene with our groundbreaking approach! As a start-up clothing company, we're proud to introduce our innovative concept: shirts featuring artwork from up-and-coming artists of all ages.At Angry Koi, Ltd., we believe fashion should be more than just clothing – it's a canvas for creative expression. Our curated collection of shirts showcases the diverse talents and perspectives of emerging artists, from bold and colorful designs to intricate illustrations.But it's not just about the art – it's also about branding and design. Our team works tirelessly to ensure every aspect of our brand, from our logo to our packaging, reflects our commitment to innovation and creativity.Join us on this exciting journey to redefine fashion and champion the next generation of artists. If you're passionate about fashion, branding, and creative design, we'd love to have you on board! Together, let's make waves in the industry and show the world what it means to wear art on your sleeve. Show less

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  Washington state department of transportation

  Mar 2020 - Mar 2021

  Licensing specialist ii

  As a Licensing Service Representative II for the Washington Department of Licensing, my primary responsibilities included issuing driver licenses, enhanced driver licenses, and identification cards to the public.I conducted driving skills tests, authenticated identity documents through online verification, and conducted face-to-face interviews with applicants to validate their identities. Throughout these tasks, I consistently provided friendly and helpful customer service to the public, always with enthusiasm and a smile. Working within a dynamic and diverse team, I was dedicated to delivering world-class customer service to every customer, every time. Additionally, I played a role in developing training materials for office personnel, which were utilized within multiple state licensing offices to ensure consistent and effective training practices. Show less

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  Verizon

  Jul 2022 - now

  In my role as a Loyalty Champion II at Verizon, I prioritize delivering exceptional customer experiences by swiftly resolving challenges and promoting products and services that cater to our customers' needs. With a focus on empathy and patience, I ensure that every customer feels valued and understood.I thrive on embracing change and leveraging new tools to enhance our customer service capabilities. Whether it's adopting innovative technologies or exploring alternative sales strategies, I am dedicated to continuously improving the customer experience.My responsibilities include addressing customer issues, handling billing inquiries, and providing product information and support. I tailor my communication approach to suit each customer's level of understanding, ensuring clear and effective interactions.Equipped with strong self-discipline, time management skills, and the ability to collaborate effectively in a virtual environment, I am fully committed to exceeding expectations in my role as a Loyalty Champion II. I am driven by a passion for delivering exceptional results for Verizon and fostering long-lasting customer relationships. Show less

  • Loyalty Champion II

    Oct 2023 - now

  • Customer Service Representative

    Jul 2022 - now
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  Gfi, ltd.

  Jan 2023 - now

  Director of brand strategy

  As the Director of Brand Strategy at GFI, Ltd., I led impactful initiatives in brand development, social media marketing, web design, and digital marketing to drive the organization's growth and success.In corporate branding, I crafted and nurtured the clients' brand identity, positioning it effectively in the competitive market and resonating with target audiences. Through adept team building, I fostered a collaborative environment that fueled innovation and success.Utilizing my expertise in web design and marketing, I created visually captivating and user-friendly digital platforms that effectively conveyed the clients' brand message and captured the audience's attention. Leveraging promotions, I orchestrated campaigns that drove engagement and sales, contributing to the company's bottom line.Managing virtual teams, I leveraged advanced communication tools to facilitate seamless collaboration across geographical boundaries, ensuring efficient project execution. With strong graphic design skills, I developed compelling visuals and assets that enriched the brand's visual presence and storytelling capabilities.In social media communications and digital marketing, I devised strategic initiatives to optimize the client's online presence and engagement. Through targeted campaigns across various social media channels, I increased brand visibility, engagement, and conversion rates. My proficiency in social media video advertising enabled me to create captivating content that effectively conveyed the brand message and resonated with the audience.Overall, my diverse skill set and strategic approach played a pivotal role in driving the client's success and establishing its leadership position in the industry. Through innovative execution and effective communication, I contributed to building a strong brand presence and forging meaningful connections with the audience. Show less