Milwaukee, Wisconsin, United States
To obtain a position with a reputable company to be able to showcase my skills and knowledge in both business and science alongside my extensive experience in Customer Service to progress the objectives of the company.
As the Chief Executive Officer of Cream City Innovations, I lead a dynamic and forward-thinking team dedicated to transforming the future of urban technology. Our mission is to harness cutting-edge advancements to develop sustainable, smart city solutions that improve the quality of life for communities. With a passion for innovation and a commitment to excellence, I oversee strategic planning, business development, and operational management. Under my leadership, Cream City Innovations has pioneered groundbreaking projects, forged strategic partnerships, and consistently exceeded growth targets. I thrive on fostering a collaborative environment where creativity and ingenuity are encouraged, and I take pride in mentoring the next generation of innovators. My goal is to drive impactful change, making cities smarter, more efficient, and better places to live.
Responsible for owning the creation and automation of the Quality Assurance work in the speech analytics platform. I work directly with Quality Assurance leadership to determine accuracy and reporting capabilities of the speech analytics platform while working to provide continual improvement and efficiencies of Quality Assurance employees with the Quality Assurance structure and strategy. I also assess and proactively improve the accuracy of the quality and compliance monitoring in the speech analytics platform. Finally, I maintain organizational initiatives, as well as drive adoption and implementation of the Quality Assurance strategy and structure within the speech analytics platform.
To review and maintain the quality levels of the contact center. Responsible for executing the Quality Assurance program which maintains the contact center standards for Service, Sales, Retention, and Digital. Involved in the creation, implementation, and analysis of speech analytics software.
Accurately predicted staffing requirements based on historical trends and real-time data to ensure optimal workforce alignment. Designed and implemented a robust 24/7/365 scheduling system to support continuous operations while accommodating team needs. Regularly analyzed key performance indicators (KPIs) to identify opportunities for process improvements and ensure adherence to service level agreements (SLAs). Achieved measurable cost reductions by streamlining staffing efficiency, resulting in better resource utilization. Managed scheduling and workforce strategies for a team of 60 agents, fostering a collaborative environment to meet organizational goals. Introduced new scheduling practices that balanced operational requirements with employee satisfaction.
In charge of handling service requests from customers. Maintaining and establishing relationships with customers. Providing top of the line customer service. Troubleshooting issues for customers on site as well as remotely. Performing on-the-spot troubleshooting and escalating issues when needed. Maintaining and updating ticketing system (HP Service Manager) tickets and queues. Also in charge of scheduling other technicians to perform duties needed. Additionally, I was put in charge of training new employees and documenting processes.
Duties include those stated above for Customer Service Technician as well as receiving and preparing new computers for customers. Troubleshooting issues for customers on site as well as remotely. Re-imaging computers to fit the needs of customers. Distributing and setting up new equipment.
Customer service representative for any technology issue for faculty and staff. In charge of maintaining relations with customers, updating tickets, answering emails and phone calls, troubleshooting issues with technology, and solving issues with campus owned technology.
Worked with team members to process purchase orders and setup equipment. Daily duties included imaging computers with Quad's own image, customizing PC's and laptops per users request, scheduling installation with users, and installing equipment for users. Duties also included keeping track of loaner equipment and delivering/setting up equipment per user's request. Also kept detailed inventory of items and locations and updated inventory records as needed. Worked with team members to respond to tickets within Cherwell Software and troubleshot computers when needed.
Worked with messaging department to assist in data migration of email server. Assisted in un-archiving users emails to be transferred to the new email management system. Also assisted in labeling, distributing, and setting up of computers.