Professional Experience

COACHING & TEAMBUILDING

Serving as both lead agent, mentor and trainer to Philipa Lighting technical support customer service agents

Review agent-customer interaction for quality control to both improve customer experience and agent lighting knowledge for resolving customer issues.

Monitor completed tasks of team to insure proper policies are followed with regards to standard of the client and company.

Foster a training and learning environment conducive to both retaining good employees and ensuring the success of new ones.

CUSTOMER SERVICE & PROBLEM SOLVING

Communicate directly with end users, distributors, and contractors via phone and email to resolve problems related to lighting issues and provide warranty support.

Assist in development of strategic long term plan for Philips Lighting customer care consumer interactions, and business relationships.

Ensure continuity of services during emergencies and inclement weather.

Resolution of issues relating to customer problems with products and services in various capacities.

Representative of the company in various capacities as well as with the clients, their customers, and international executives.

ADMINISTRATIVE & ORGANIZATIONAL

Rapidly learn new procedures, policies, programs, and tasks for the purpose of both professional development and assuring a properly trained staff.

Personnel management hiring recommendations, performance reviews, and disciplinary actions.

Budget reconciliation, compliance, & maintenance and experience with company risk management.

Compliance with HIPAA regulations relating to the dissemination of consumer information

Employment History

TOTAL OUTSOURCED SYSTEMS – Raleigh, NC

Quality Improvement Coach & Customer Experience Analyst, 2013 - Present

SENTO – Raleigh, NC

Technical Support Representative, 2000 to 2013

U.S. DEPT OF AGRICULTURE – Raleigh, NC

Customer Service Representative, 1999-2002

Education

ECPI COMPUTER INSTITUTE – Raleigh, NC

Computer Specialist, 1995

SANDERSON HIGH SCHOOL – Raleigh, NC

High School Diploma, 1999