Experience

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  Compusa

  Sept 1999 - Jun 2000

  Software sales specialist

  • Organized kiosks for rep’s software as well as general shelves• Assisted customers with knowledge of software• Informed customers of warranties for products and pushed sales• Occasionally filled in for Hardware Dept and sold computers

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  Papa john's international

  Aug 2000 - Apr 2001

  Delivery

  • Take phone and counter orders/cash out orders • Make/Cut pizzas• Organize/Deliver pizzas• Prepare dough for proofing/cooking

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  Florida department of children and families

  Aug 2001 - Dec 2003

  Human service worker ii, psychiatrists aide i

  • Assisted Developmentally Disabled persons with learning and motor skills• Provided daily care including baths and meals• Organized and executed planned off-center activities including movies, dining, and other fieldtrips • Transported clients to physician’s offices for checkups and hospitals for extended care.

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  Papa john's international

  Jan 2004 - Aug 2004

  Delivery

  • Take phone and counter orders/cash out orders • Make/Cut pizzas• Organize/Deliver pizzas• Prepare dough for proofing/cooking

• 

  Pizza hut

  Aug 2004 - Nov 2006

  Manager, delivery

  • Organize inside employees and drivers to work with each other in a safe and efficient manner to achieve 100% customer satisfaction• Manage/supervise/train employees in all aspects of their job• Take phone and counter orders/cash out orders • Make/Cut pizzas• Organize/Deliver pizzas• Prepare dough for proofing/cooking

• 

  Concentrix

  Dec 2006 - now

  • Provide inspired leadership for the organization.• Make important policy, planning, and strategy decisions.• Develop, implement, and review operational policies and procedures.• Assist HR with recruiting when necessary.• Help promote a company culture that encourages top performance and high morale.• Oversee budgeting, reporting, planning, and auditing.• Work with senior stakeholders.• Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations.• Work with the board of directors to determine values and mission, and plan for short and long-term goals.• Identify and address problems and opportunities for the company.• Support worker communication with the management team. Show less • Handpicked for new team that supported well known KVM & Data Center Support company• Assumed the supervisory daily roles and was promoted to an internal tier2 position• Provide advanced support to customers by phone and email• Train employees in products, procedures, and Salesforce CRM• Communicate with the client daily• Monitor agents live/recorded phone calls to perform quality control• Create and maintain real-time digital wall displays showing phone/email queues and agent statistics • Build and maintain the client lab and resources including physical equipment and virtual servers that require advanced knowledge of ESX and CentOS• Support my team as subject matter expert, maintain an internal knowledge base, and set up test lab issues for them to solve• Write weekly and monthly reports for client and Concentrix• Delegate follow up and special interest tickets to agents• Ensure team is properly staffed during all work hours on a daily basis• Created and maintain an advanced Excel attendance tracker which calculates earned/used PTO as well as employee consultation dates• Volunteer help for side projects benefiting employee morale• Received recognition numerous times via company awards, nominations, client commendations, and customer feedback. Show less • Picked to lead new well known Unified Communications & IT as a Service account starting June 2018 while still leading KVM & Data Center Support team.• Created client reporting from the ground up including daily, weekly, monthly, and quarterly items.• Assisted my QA in training new agents.• Fostered agent productivity on three lines of business: • Citrix environments including, but not limited to: troubleshooting scanners, printers, user applications and accounts, and coordinating with Vendors. • DaaS (Desktop as a Service) environments including, but not limited to: email setup and troubleshootingon desktop and mobile, user application and Active Directory account management, scanner/printer setup and troubleshooting, and DaaS maintenance. • Unified Communications environments including, but not limited to: user-seat creation, telephony & handset programming, call center creation, and business management. Show less

  • Operations Manager

    Aug 2020 - now

  • Team Lead

    May 2020 - Aug 2020

  • Team Lead

    Jan 2020 - May 2020

  • Tech Support Engineer II, Team Lead, Quality Control, Subject Matter Expert, Trainer, Client Liaison

    Mar 2007 - Apr 2020

  • Team Lead

    Jun 2018 - Sept 2019

  • Customer Technical Support

    Dec 2006 - Mar 2007