CRM Manager/Developer at The Accounting Lab, LLC (2021-08 – 2026-05)
- Administer Zoho One & CRM ecosystem supporting ~50 employees across ~5 departments.
- Design and implement workflow automations that streamline operations and reduce manual effort.
- Lead CRM implementation projects for new client(s), delivering custom tailored solutions.
- Collaborate with development partners to manage enhancements and system integrations.
- Align CRM systems with strategic business goals and improve cross-functional processes.
- Provide training and ongoing support to drive user adoption and system efficiency.
- Develop SQL-based reports and dashboards for real-time business intelligence.
- Developed and maintained a knowledge base with over ~150 articles documenting the system and the custom updates I performed.
Team Manager - Document Management at The Accounting Lab, LLC
- Led a team of 10 supporting 10,000+ clients and ~50 internal staff.
- Designed, supported, and documented workflows and procedures used to guide the team. Then I liasoned with an outside development partner to build and adopt a Zoho Creator app to support and supplement the team's operational tasks.
- Created a comprehensive knowledge base that improved quality and consistency.
- The team managed the intake, processing, and internal publishing of a high-volume of electronic documents that were submitted to the firm by the client base.
- Promoted from team member to manager based on performance and leadership.
Technical Phone Support - Samsung Tier 2 at USSI Global (2018-02 – 2021-08)
- Resolved advanced technical issues for Samsung commercial display systems (MagicInfo, REACH, large format displays, LED panels, and similar.)
- Acted as escalation point for Tier 1 support, improving resolution efficiency.
- Trained and mentored agents, contributing to team performance improvements.
- Generated recurring performance reports to support operational decision-making.
- Supported transition to remote operations during COVID-19 through training and team coordination.
Project Coordinator - Keyser/Mcdonald's Outdoor Digital Menu Board at USSI Global
- Coordinated multi-location rollout for McDonald's digital signage systems as contracted through Keyser Industries.
- Managed construction contractor scheduling, issue tracking, and escalation handling.
- Maintained accurate project reporting and database reconciliation.
- Facilitated communication across stakeholders and leadership teams.
Technical Support Representative at Altice USA (dba Optimum/Cablevision) (2014-08 – 2018-02)
- Provided frontline customer support for voice, data, and network services.
- Troubleshot customer issues and optimized service performance.
- Maintained strong metrics in resolution efficiency and customer satisfaction.
Virtual Dispatch Operator at Altice USA (dba Optimum/Cablevision)
- Supported field technicians with real-time network troubleshooting.
- Coordinated resources to improve service resolution times.
- Maintained detailed logs of technical issues and resolutions.
Technical Support/On-Site Help Desk at Chips Technology Group (2013-08 – 2014-08)
- Supported users across a network environment of 3 sites, 15+ servers, and 40+ workstations
- Delivered remote and on-site IT support across hardware and software issues to deliver first-call resolution.
- Documented troubleshooting processes and escalated complex cases
Manager/Keyholder at Easy Spirit Outlet Store (2004-09 – 2013-08)
- Supervised and supported daily retail operations and team performance.
- Delivered high-level customer service and sales.
- Trained staff and maintained operational standards.
- Promoted from Sales Associate; multiple performance awards.
- Supported the team through numerous leadership transitions and instability.
