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Click here or scroll down to respond to this candidateCandidate's Name
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EMAIL AVAILABLE PHONE NUMBER AVAILABLEPERFORMANCE SUMMARY:Organized, energetic professional with demonstrated leadership strengths and proven ability to manage multiple responsibilities in a fast-paced environment with strict deadlines. Adept in communication, technical/professional knowledge; as well as conflict management skills used to service and influence the development of others. Track record of upholding, integrity, and interpersonal awareness to build trust and drive individuals to succeed. CORE COMPETENCIESKEY ACCOMPLISHMENTS Consistently met deadlines while demonstration strong analytical and problem-solving skills to achieve corporate objectives Established good working relationships with external/internal customers/clients and vendors Developed new quality standards for better quality performance and reliabilityPROFESSIONAL EXPERIENCERU Practical, CA (Remote/Contract) Director of POS Technical Support Aug 2023-Nov 2023 Managed Onboarding Applications Supported Field Agents with processor support Technical Support Relationship Manager with vendors/merchant services Handled software application access Developed documentation/proceduresConnecting with People Empowering Others Managing Performance Establishing Focus Managing Change Reporting Providing MotivationalSupport Developing Others Building Collaborative Relationships Fostering TeamworkTechnical Expertise Documentation Conceptual Thinking Analytical Thinking Forward Thinkingi3Verticals, Murfreesboro, TNDeployment Supervisor & Trainer 2021-2023 Distributed/Monitored deployment requests for new/existing merchant accounts Executed quality control of all department requests Inventory Management (Ordering, Monitoring, Managing, Invoicing) Met with departmental leadership to review/discuss business matters Developed/Enhanced current policies and procedures for the deployment team Created and streamlined department training materials Conducted new hire trainings Established company equipment pricing structures Built strong relationships with sales partners, contributors, and frontline management Workforce Management (PTO Requests & Payroll) Relationship Manager for third-party vendors Product Manager of new equipment/software for company i3Verticals, Murfreesboro, TNTechnical Support Supervisor & Trainer 2020-2021 Conducted new hire training Workforce Management (PTO Requests & Payroll) Handled product support for new equipment/software Created Weekly/Monthly Report Stats for SLAs Handled escalated issues/concerns from customers/sales partners Developed departmental processes/procedures Conducted call monitoring / QA Met with departmental leadership to review/discuss business matters Assisted technical support team with heavy call volume i3Verticals, Atlanta, GADeployment Trainer/Technical Support Team Lead 2014-2020 Administered all equipment deployments for newly boarded/existing accounts Executed quality control of all deployments Met with departmental leadership to review/discuss business matters Created/Streamlined department training documents Conducted new hire training sessions SME (Subject Matter Expert) to support operational departmental SLAs Global Payments, Owings Mills, MD 2008-2014Escalated Support Services II Identified and provided resolutions for all escalated customer issues Provided second level technical assistance to customer service/technical support teams Subject matter expert (SME) for the New Hire trainings during Live call modules Provided technical support for projects/prospective rollouts for the operational teams Assisted the product team with new projects and system rollouts Risk MattersEDUCATIONGoucher College, Baltimore MDM.ED - Athletic Leadership Administration & School Improvement Leadership BA - Bachelor of Arts, Communications & Media Studies |
