Experience

• 

  Verizon

  Sept 1999 - Apr 2001

  Senior customer service associate

  In addition to taking inbound customer service and technical support calls/emails/chats, I was also a member of the quality assurance and workforce management team and assisted fellow teammates with escalated calls and technical issues.

• 

  E&r transportation, inc

  Aug 2006 - Feb 2011

  Partner/driver
• 

  Transportation of palm beach, llc

  Jan 2009 - Feb 2012

  President
• 

  Uber

  Feb 2012 - Jun 2021

  Senior driver/recruiter/mentor

  Drive passengers safely to their destinations. Always attempt to provide five star service by going above and beyond. Actively promote the company through referrals for passengers and prospective drivers. Onboard and train new drivers. Help with launch at the Maryland and Delaware Beaches and promote the service with various Hotels, restaurants, bars, and other attractions.

• 

  Baltimore-washington luxury sedan, llc

  Jun 2012 - Jan 2014

  President

  I am the Owner and Founder. I also do much of the driving myself. I have several other drivers that help me during busy times. In addition to the customer service aspect, I actively look for ways to promote and market the business from door to door contacts to online advertising.

• 

  Lower shore transportation, llc

  Jan 2016 - Jan 2020

  President

  I am the Owner and Founder. I also do much of the driving myself. I have several other drivers that help me during busy times. In addition to the customer service aspect, I actively look for ways to promote and market the business from door to door contacts to online advertising.

• 

  Apple

  Jan 2020 - Jun 2021

  Technical support specialist and quality team supervisor

  Work from home positionAssisted customers with issues they were having with their Apple deices, via telephone, email, and online chat.Cross trained to provide support to MAC OS customers. Assisted with general customer service calls as needed.Took the initiative to train with Quality Assurance in monitoring realtime and recorded phone calls. Conducted feedback and listening sessions with a team of 15-30 employees, and became a supervisor. Duties were scheduling employees based on call center needs, as well as call forecasting, assisted with payroll before submitting it to the department manager. Attended virtual meetings frequently and made many suggestions for positive change, as well as being a great advocate for my team. Show less

• 

  Amazon

  Aug 2021 - May 2022

  Technical support specialist

  Work from position: In this role, I assisted Amazon customers by providing tier 2 technical support for their various Amazon devices. Support was provided via telephone, email, online chat, and through Zendesk, which is their trouble-ticket software. I also was an on call manager and assisted the Technical support and Customer Support teams with their payroll, time off requests, call-outs, and call forcasting.

• 

  Timelycare

  Jun 2022 - now

  Remote Position. Provide day-to-day technical support of our product line for both students and providers.Consult with internal and external customers regarding product application and/or product performances and expectations.Document all customer communications, triage complaints as required, and escalate investigations for issue resolution.Report investigation findings back to students and providers.Work closely with the Customer Support Team and support the Customer Support Coordinatos (CSC's) in their day to day operations with technical support assistance. Be available for backup assistance for overflow calls and support tickets during times of low coverage and/or high call volume.Assist with running and facilitatig the three weekly team meetings.In charge of training all new hires on company policies and systems. Work with IT and HelpDesk Personnel to ensure all new employees have the proper level of systems access to their positions, and coordinate job shadowing with experienced and tenured employees, so they are comfortable and have all of the resources they need to be successful in their day to day operations.Was successfully able to implement the DialPad auditing process where CSC's are held accountable in his/her call quality, and metrics. Worked with the quality team and presented a proposal requesting to have calls recorded for ongoing training and education. Assisted with the creation of policy "CS-10," which outline the entire auditing process. Show less

  • Care Experience Manager

    Sept 2023 - now

  • Technical Support Coordinator

    Jun 2022 - Sept 2023