Organized Team Leader with exceptional ability to build positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Skills
Data Analysis
Verbal and written communication
Performance improvements
Relationship-Building
Customer service
Leadership
Collaboration
Interpersonal Communication
Employee training
Excellent work ethic
Technical Support
IT Support
Customer Complaint Resolution
Troubleshooting
Team Building
TECHNICAL PROFICIENCIES
Microsoft Windows, Microsoft Office, Google, Salesforce, XML, SQL Server Management Studio, Web APIs, FTP, ETL, Expensify, SSO, MFA, VPN and SharePoint
DESCRIPTION
LRO (Lease Rent Options) is a Revenue Management application used in Multi-Family industry to analyze lease data and optimize revenue for property owners.
Accounting, Logistics, Technical Support
Administrative support, Meetings, Telephone
Analyst, Meeting planning, Employee training
Bi, Mentoring, Transportation
Coach, Mentor, Travel arrangements
Coaching, Microsoft Office, Troubleshooting
Interpersonal Communication, Office, VPN
Conferences, Microsoft Windows, Written communication
Clients, Organizational, XML
Customer satisfaction, Peachtree accounting
Customer service, Performance reviews
Data Analysis, Presentations
Documentation, Problem resolution
ETL, Project management
Features, QuickBooks
Filing, Receptionist
FTP, Relationship-Building
Functional, Research
Inventory, Scheduling
Team Building, SQL
Leadership, SQL Server
Work History
Manager, Technical Support, 01/2019 to Current – Hartford, CT,
Primary point of contact for all support and escalations tickets.
Resource for LRO Analyst providing in-depth knowledge of technical application.
Project management of migrations to new CSM software.
Track and monitor case load of direct reports.
Perform bi-weekly one on one with direct reports.
Complete performance reviews and salary planning.
Implement process procedures for case analysis and resolution.
Work with technical agents across products and teams within organization.
Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions, and common goals.
Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Team Lead, LRO Product Support, 01/2018 to 01/2019 Tenable Network Security – Charlotte, NC,
Act as subject matter expert for staff and customers.
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