May 2020 – Present · 5 yrs 11 mos · Remote

Jan 2019 – Dec 2020 · 1 yr 11 mos · Nashville, Tennessee

• We are in the process of deploying and training over 50 sites on Workforce Management. I set up sites with the software and then travel to the site for training and teaching.

Dec 2016 – Dec 2018 · 2 yrs · Greater Nashville Area, TN

• Resolve or coordinate the resolution of technical questions and issues as the pertained to Aspect’s Workforce Management, Workforce Optimization, Back Office Optimization and Performance Management software programs in a timely Manner.
• De-escalate and maintain communication with customers about escalated issues and bugs found in the software until the issue had been resolved.
• Train and teach customers how to configure and use different modules with in the Aspect Software suite.

Mar 2016 – Nov 2016 · 8 mos · Provo, Utah Area

• Developed and maintained relationships with the decision makers in the health industry that could become potential customers. This ranged from small one doctor practices to hospitals.
• Scheduled software and professional services demonstrations for practice managers, doctors and other decision makers.
• Played a key role in landing the largest same day sale in company history by identifying the customer’s needs and explaining how we could fulfill them.
• Awarded all 5 of the company’s recognition awards including the “Lynch Pin” 3 months in a row. This award was given to the team member voted most helpful and upbeat during the month.

Jan 2015 – Mar 2016 · 1 yr 2 mos · Lehi, UT

• Analyzed potential customer needs and developed software driven solutions for improving their ability to leverage social media as a platform to drive customer satisfaction and increase sales.
• Reached out to potential customers for lead generation.
• Achieved 150% of quota in my second month. Coached new hires on best practices for finding and giving demos to potential customers.

Jan 2009 – Jan 2011 · 2 yrs

• Coached a team of 12 agents on how to care for our customers through 1 on 1 meetings weekly.
• De-escalated customer’s calls and resolved complex issues with alarm systems and home automation.
• Led classes with 10-30 new hires and taught troubleshooting techniques.