Experience

• 

  Ncr corporation

  Oct 2008 - Sept 2013

  • Direct supervisor for inbound (up to 45 representatives) and backlog (12 representatives) teams. • Conducted monthly call quality assessments and coaching sessions.• Assisted training new hires and transitioning to the intended team.• Monitored and audited the department Sick/Vacation/Personal accruals, time off requests and scheduling.• Participated in selection of contract employees selected for permanent on-boarding.• Approved payroll and handled payroll & HR disputes. • Drafted and published technical documentation for troubleshooting issues• Reviewed Net Promoter Survey scores , contacted detractors and coached agents on feedback received.• Worked escalations to resolution engaging engineers and management as needed. Show less • Responsible for approving & rejecting escalations before they were handed off to Incident Management• Provided technical support to Call Management support technicians to increase 24 hour turnaround on tickets• Identify trends in call volume and work with management to assign resources as needed• Acted as point of contact between management and front line employees reinforcing processes established in weekly leadership meetings• Conduct call monitoring sessions to improve call quality and understanding Show less • Provided front line support to restaurants, corporate desks and account managers for software and hardware issues (including, but not limited to, electronic draft capture, file server exchanges, network issues, Aloha POS, Aloha CFC, redundancy, faulty terminals, printer & cash register failures and video monitor display issues). • Provided support using Command Center when remote access was required• Ordered, tracked and installed replacement hardware & software (terminals, printers, cash registers, Aloha Configuration Center and more).• Interpreted debouts and other network files to diagnose issues.• Owned problem tickets until completion.• Directed ticket escalations to appropriate entities for customer concerns, account issues, and questionable interactions.• Performed customer database upgrades for all Aloha software in use by the site.• Worked on multiple teams during tenure in this role - Call Management, Hardware Support, Burger King (client dedicated) & Jamba Juice (client dedicated) Show less

  • Supervisor

    Jan 2013 - Sept 2013

  • Senior Technician / Team Lead

    Jun 2012 - Dec 2012

  • Support Technician I & II

    Oct 2008 - Jun 2012
• 

  Suddenlink communications

  Feb 2014 - Sept 2017

  • Lead virtual based training sessions for class sizes ranging from 30 to 75 representatives for new product releases and continued education for already skills and products (onboarding, continued education and leadership training).• Lead instructor-based training sessions for class sizes ranging from 8 – 23 representatives for multiple products and offerings. (onboarding and continued education)• Design & enhance curriculum, job aids and other documentation in accordance with department leadership to address knowledge gaps or enhance new product knowledge• Identify varying learning styles of individuals in the classroom and adapt the curriculum to enhance the effectiveness of the curriculum• Collaborate with training team to create and update curriculum, create technical write ups for new equipment, draft policy advisements, and create job aids with knowledge checks for New Hire & Ongoing education.• Responsible for working with the contact center, dispatch centers and local offices to assist with new customer facing hardware, service or feature rollouts as well as account management tools used internally by the company.• Track, coach, and deliver corrective action for attendance and behavioral issues during transition from training to production (“nesting” period) Show less • Coaching agents one on one to improve performance on metrics, • Helping new hires transition from training to production, • Hosting weekly team meetings to help steer the productivity of the team, tracking and managing attendance, • Reviewing/approving commissions & payroll, • Drafting hourly reports to assess the state of business for the department, • Leading ongoing training classes for the department • Handling customer escalations and working with our dispatch department to seek resolution of escalated concerns. Show less

  • Learning Specialist

    Jul 2016 - Sept 2017

  • Technical Support Supervisor

    Sept 2013 - Jul 2016

  • Event Coordinator

    Feb 2014 - Sept 2015
• 

  Punchh

  Apr 2018 - May 2022

  • Responsible for development, and direct leadership of 10-15 direct reports from the Frontline Support team (department solves 73% - 77% of all inbound traffic monthly) based in Austin, TX & Jaipur, IN• Responsible for adapting global team and onboarding from in-office to virtual work environment• Implement a Knowledge Centered Service model that has produced over 2700 knowledge articles (internal and external) along with over 160 knowledge videos for internal training & investigation purposes to supplement the lack of product documentation created by engineering• Routinely maintain the quality and usefulness of the knowledge contained in the Knowledgebase (including but not limited to documentation from POS Integrations, Technical Writing/Engineering and Support)• Assess, strategize, and report on departmental SLA and CSAT performance for all departments of Client Support (Frontline, Backline and API Support)• Manage & develop rules and reporting for our departments CRM tools (Salesforce & Zendesk) with focus to ensure both reflected the same information• Monitor inbound Zendesk queue and agent backlogs to identify high priority issues, trends, insufficient troubleshooting, communication breakdowns and potential escalations• Develop and establish interdepartmental processes for collaborating with other groups (Implementations, Customer Success, Technical Account Managers, etc)• Screen, interview and hire candidates for both regions (India and US)• Develop and update training curriculum for onboarding new hires, platform updates/releases and ongoing on the job learning• Conduct routine updates and maintenance to our agent facing ticket entry system as well as the customer facing support portal• Facilitate escalation calls with clients and/or 3rd party partners to address on going issues, conduct escalation post-mortem reviews and advise on platform capabilities Show less • Investigate and troubleshoot issues stemming from the integration of the Punchh Platform, Mobile App and various other software (POS system, Online Ordering provider, Gift Card provider, etc)• Review and determine which support resources work with our business model• Develop support processes to establish the department as a separate entity from Customer Success• Conduct weekly calls with POS dev teams for escalated issues requiring development aid to ensure tickets are moving forward• Conduct calls with client level IT teams to increase communication / understanding around complex or escalated issues• Responsible for working with clients to confirm QA of issues before assigning to Dev and scheduling fix releases• Establish & execute hiring process and job description for new support specialists Show less

  • Senior Manager Customer Support

    Mar 2022 - May 2022

  • Support Center Manager

    Nov 2018 - Mar 2022

  • POS Integrations Support Engineer

    Apr 2018 - Nov 2018
• 

  Sharebite

  May 2022 - now

  Manager of operations, customer care

  As Customer Care Operations Manager my duties include: • Developing and maintaining a performance management based environment using scorecards, monthly reviews and daily productivity reports • Hiring & training employees in Manila to improve around the clock coverage • Creating training curriculum for new hire onboarding and ongoing training• Establish interdepartmental process to ensure maximum effect of partnerships with logistics, client account management and restaurant account management• Handle client escalations directly with customers, restaurants and delivery service providersSharebite is a mission driven food ordering platform built exclusively for the workplace. Show less