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Work Background
Project Manager
NextivaProject Manager
Jul. 2023Menifee, California, United States• Planned, designed, and scheduled phases for large projects. • Monitored project performance to identify areas of improvement and make adjustments. • Coordinated with cross-functional teams to resolve project issues and mitigate risks. • Achieved project deadlines by coordinating with contractors to manage performance. • Provided detailed project status updates to stakeholders and executive management. • Modeled management and organizational skills and multi-tasked and prioritized in deadline-driven environment. • Tracked project and labor cost closely
Service Delivery Manager
NextivaService Delivery Manager
Dec. 2021Menifee, California, United States• Obtain pertinent information about network, users, devices, and call flow • Follow pre-defined onboarding process, meeting deadlines, SLAs and ensuring customer's expectations are managed during entirety of onboarding process • Promptly answer inbound calls and perform troubleshooting steps to resolve customer issues and questions • Help customers configure telephone extensions, services, and activate equipment • Assist customers in porting their numbers from previous provider • Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff. • Attended staff and client meetings and served as liaison to manage operations for account. • Meet or exceed productivity metrics while enhancing complete customer experience • Resolve immediate escalations to ensure customer satisfaction • Maintain communication with customer and partners through CRM of salesforce. • Research and resolved barriers to successful system functionality, improving support and issue resolution. • Oversee implementation lifecycle processes based on organizational needs, regulatory requirements and customer demand. • Researched and resolved barriers to successful system functionality, improving support and issue resolution • Coordinated daily activity and flow of projects through multiple departments to verify on-time product delivery.
Technical Support Specialist
Charles SchwabTechnical Support Specialist
Dec. 2020 - Dec. 2021• Through phone-based interactions gathered information through effective probing and listening skills to provide viable solutions and/or alternatives in resolving escalated technical and identity theft client issues • In this position am highly focused on prompt and accurate responses and escalation resolution, while actively navigating internal departments to ensure seamless resolution for all client issues • Ensure client requests are completed within required time frames that align to client satisfaction goals • Assisted customers in identifying issues and explained solutions to restore service and functionality. • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Licensed Total Loss Auto Adjuster
Farmers InsuranceLicensed Total Loss Auto Adjuster
Dec. 2019 - Dec. 2020• Negotiated settlements within prescribed authority • Mitigated and negotiated storage and fees at third party shops • Supported workload surges operations as needed • Effective work-list management skills • Managed complex claims to get UBER drivers back to platform quickly. • Corresponded with witnesses, claimants, specialists, and agents to compile incident information. • Negotiated claim settlements when needed. • Learned and adapted quickly to new technology and software applications • Proven ability to develop and implement creative solutions to complex problems
Licensed Total Loss Auto Adjuster
USAALicensed Total Loss Auto Adjuster
Jun. 2017 - Dec. 2019Phoenix, Arizona, United States• Managed, handled, and resolved complex Total Loss claims • Negotiates settlements within prescribed authority • Mitigated and negotiated storage and fees at third party shops • Supported workload surges and/or Catastrophe operations as needed • Served as CSM resource for handling escalations • Coached and mentored newly hired employees to enhance knowledge and improve skills • Embraced USAA's mission and actively engage by being Pulse representative for team to drive results and moral • Effective work-list management skills.

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