Clients and Operations Manager at 25th and Staffing (2021-01 – 2022-12)
- Supervised Operations in the company from Operations to the accounts department, the engine behind the company.
- Collated all processes from accounts to ops, to create an SOP, Gather all due dates for license renewals and bills that needed to be paid, including HR events and more.
- Facilitated weekly team meetings to raise team cohesion.
- Organized weekly meetings with clients to build on business opportunities
- Managed a marketing calendar, with social media and strategies to boost sales
Software Support Analyst at PCCA/PK Software (2014-01 – 2018-12)
- Azure, Telemanager and Database backup subject matter experts to help the team better assist our clients using our pharmaceutical software.
- Installed Modules that integrate with Pksoftware, such as dispensing interface, Paladin point of sale, electronic prescription, telemanager IVR system.
- Implemented troubleshooting guides, created a knowledge base so analysts can reference previous interactions, these helped improve how often our clients called back in.
- Handled escalations, reviewed client accounts in our customer relations management system, reviewed invoices and account statuses, tracked client accounts for updates and accuracies.
- Designed and produced prescription labels using the label builder software, this customization is critical to the client's state regulations
- Setup shipping integrations with couriers like, DHL, FedEx, UPS and USPS. Setup connection between the software and the courier's software which gives our clients the ability to print shipping labels and gets the shipping tracking number saved to the patient's profile.
- Managed the server that stored the client's data, set up a task that did a nightly backup. The backup file can be used to restore client's data in the case of a data breach or loss, used a coded tool to split images and text files in a database to help manage database size, and recorded defects in the software using Axosoft.
- Coordinated the roll out of RxMobility, an app that allows patients complete refill requests over the Azure network.
Global Technical Support Supervisor at Verizon Wireless (2007-01 – 2014-12)
- Supervised a team of 15 associates
- Provided exceptional support to clients, troubleshoot phones and data devices using network tools, equipment guides
- Managed client accounts, provided recommendations that that improve their relationship with the establishment
- Leader of the customer relations team, a unit specialized to deal with business and government account critical matters.
- Educated clients on devices usage, network expectations
- Escalated advanced issues to our Network reporting bureau, resolved issues with WI-FI, hotspot, device manager, software compatibility issue.
- Document client accounts thoroughly
Technical Support Analyst at AT&T (2006-01 – 2007-12)
- Helped connect high speed service, troubleshoot using tools such as CIA, BLT test suites, ASI resource, trained on over twenty DSL modems
- Review updated materials, maintained quality service on products, Agent of the month in May 2007. Exceeded all metrics
Production Supervisor at SRI-Surgical Express (2004-01 – 2006-12)
- Managed the production of sterilized surgical equipment and garments, supervised the soil sort team, production team and the sterilizer team.
- 40 employees reported to me, my production floor generated $120,000/week
- Awarded weekly bonuses to our employees based on productivity, this increased production and revenue as we were able to meet demand with short notice
- Named Employee of the year 2004 and 2005
- Enforced FDA, OSHA regulations which helped reduce complaints month over month
- Completed employee performance reviews
- Scheduled employees to meet production goals
Quality Assurance Technician at SRI-Surgical Express (2002-01 – 2004-12)
- Ran work orders for the production team, reviewed the data for accuracy
- Completed random inspection on manufactured medical instruments
- Reviewed FDA regulations, OSHA standards with employees
- Took daily readings of the Sterilizer per SOPs, which ensured that our products were of top-notch quality.
- Completed audits of finished devices, confirmed inventory accuracy and products quality
- Monitored inventory of products, verified that client's standards are met
- Handled service complaints from clients
- Promoted to the Production Manager
