Experience

• 

  Party city

  Apr 2009 - Mar 2012

  Assistant manager

  Managed teams of up to 35 team members. Also responsible for opening and closing store procedures, cash-handling, register functions, and merchandise displays.

• 

  Adt

  Apr 2012 - now

  Responsible for new-hire and incumbent training and onboarding. Managed team of Training mentors, and quality assurance coordinators responsible for reviewing interactions as per quality standards. Managed quality, training, and process projects to improve overall service quality and efficiency. Responsible for managing a team of twenty or more that provides support for customers requiring data and download changes. Responsible for ensuring quality standards are adhered to and service levels are consistently met. Responsible for customer escalations and special projects as assigned. Research and respond to escalated technical issues and questions via telephone and email. Provide feedback to team members via one-on-one coaching sessions regarding operational procedures. Develop new operational processes and new pilot program testing. Assisted Field Install Technicians with completing in-home installations for new and existing customers.

  • Sr. Manager of Customer Experience and Quality

    Feb 2023 - now

  • Product Manager

    Jul 2021 - Feb 2023

  • Manager of Training, Development, and Quality

    Jan 2020 - Jul 2021

  • Team Manager

    Aug 2016 - Jan 2020

  • FSC Provisioning Team Lead

    Oct 2014 - Aug 2016

  • Technical Customer Service

    Apr 2012 - Oct 2014