SUMMARY
Experienced Customer Service & Procurement professional well-versed in all aspects of customer service striving to all attain quality customer resolutions and managing diverse needs of the procurement organization including MRO, Professional Services, Capital and IT hardware and software purchases. Skilled contract negotiator. Proven ability to manage staff, develop and oversee operating budgets, and collaborate and communicate with other departments, vendors, and executive management to ensure company goals are met. Highly skilled at support and process improvement for customer support services.
SPECIALTIES
Software licensing, contract negotiation, professional services, customer support services, social media integration
EXPERIENCE
Collier County Public Library 2019 - Present
Library Specialist, part-time endeavor focused on providing assistance to county patrons in utilizing the library services, from account creation, finance issues related to fines, damage or lost catalog items, and technology training centered around computer lab workstations, mobile printing and the use of several third party mobile apps to borrow and consume content from any point in the world.
Leadpages, Inc. (now part of Redbrick) 2018 - 2019
Support Services engaged in assisting the Leadpages community with lead generation and marketing based initiatives, while also providing internal coaching and knowledge transfer related to technology services training that could be leveraged by their customers in creating their marketing lead pages and strategy.
Upwork 2017-2018
Support Services Contractor providing insight and assistance to internal and external clients on best ways to leverage the Upwork platform for service and development needs ranging from customer service, ghost writing, software development and more.
Weebly, Inc. 2011- 2017
Senior Customer Support / Advanced Technical Support Contractor
Contracted work directly with Weebly initially and then transitioned to third party staff services (Core Techs Staffing & Nelson Staff) to provide support to both customers of Weeblys website building platform as well as coaching and assisting internal Tier 1 & Tier 2 Support Agents who were on front lines of assisting customers.
Long Term - Short Term Inc. 2009 - 2010
Consultant / Independent Contractor for Customer Services
Provide feedback on customer service policies and procedures in an effort to better streamline interaction with customers. Company provides educational courses, both online and in person, to expand the clients understanding of the stock and options market and how to leverage their trading assets and take advantage of unique by high risk opportunities.
Independent Technology Consultant - 2005 - Present
Respond to varied needs-based services related to technology, process efficiencies and procedural streamlining in an effort to better utilize resources including product/service selection, integration of social media communication services, training provided.
Key Royal Condominium Association, Inc. 2008 - 2010
President, Board of Directors
Secretary/Treasurer, Board of Directors
Executive leadership, fiduciary responsibility for a 270-unit Condominium Association in Naples, FL.
Responsible for the administration and operation of a nearly $1MM budget for more than 500 residents.
Gateway, Inc. 1998 - 2004
Senior Manager
Worked in various capacities from Direct procurement for consumer and business software titles shipped with systems to special projects and lastly managing a team in indirect procurement supporting the operations of the organization from MRO, Facilities and IT hardware and software. Responsible for spearheading and negotiating contracts with Microsoft, Oracle, IBM and other top suppliers within the IT arena. Led procurement team responsible for realigning contracts with suppliers in order to save the company more than $30 million in one quarter. Regularly renegotiated contracts, and monitored KPI’s in order to gain the most benefit for the company while growing the business relationship with the vendor.
Expert Software, Inc. 1993 - 1998
Manager of Licensing
Led team responsible for analyzing market trends and sourcing developers whose products could be licensed for a private label brand in global consumer channels.
City of North Miami 1977 - 1992
Supervisor, Parks and Recreation
Responsible for programming, budgeting, contracting and project management related to aquatics, gymnastics and other leisure activities and locations. Overall goto person for budget creation and reconciliation using a zero-based budget approach for a 50,000 population municipal government organization.
EDUCATION
Florida International University 1992 - 1994, Public Administration
University of Florida 1976 - 1978 Biology, Chemistry, Psychology
INTERESTS
Technology review, Travel, Skiing, Science Fiction Movies/TV, Adrenalin-inducing activities like extreme thrill rides, etc. Enjoy continuing to learn and expand my knowledge both personally and professionally.