PowerChurch Software

• Provide leadership and mentorship to a team of software support specialists to enhance customer support services.
• Design and deliver comprehensive training programs to equip support staff with essential knowledge and skills.
• Coordinate bug testing activities with cross-functional teams to ensure timely identification and resolution of software issues, enhancing product quality and customer satisfaction.
• Manage daily operations, including resource allocation and workload distribution, to maintain optimal team productivity and service quality.
• Address escalated customer concerns, ensuring swift resolution and maintaining customer satisfaction and loyalty.
• Facilitate Agile ceremonies (Sprint Planning, Daily Scrum, Sprint Review, Sprint Retrospective) to ensure team alignment and transparency (as of March 2025).

Software Support Supervisor

Buncombe County Government

• Delivered instructional sessions on digital literacy, including basic computer skills and online research methods, to a diverse patron base.
• Designed training resources to enhance the technical support team's ability to provide remote assistance and manage user profiles effectively.
• Developed and maintained an accessible FAQ repository on SharePoint for a 20-member tech support team, streamlining information retrieval.
• Coordinated the induction of new hires through collaboration with the training coordinator and contributing to the interview panels.
• Orchestrated community events, achieving a significant increase in attendance at an annual summer program, from 200 to 700 participants over three years.
• Implemented social media strategies to boost engagement and collaborated with the county Communications department for broader event promotion.
• Directed a training initiative for crisis management staff and volunteers, integrating new software and processing approximately 2000 client records during a government-assigned emergency response.
• Maintained productivity in remote work conditions by managing collection development and creating engaging video content during the pandemic.

Youth Services Librarian

Biltmore

• Led the development and delivery of an ongoing training program for over 40 team members, creating detailed training manuals and facilitating educational courses.
• Provided effective troubleshooting for departmental technological issues, ensuring timely identification and escalation of complex problems to IT support.
• Developed and implemented incentive programs that motivated team members to exceed monthly sales goals.
• Assisted guests with the use of self-service ticketing kiosks, offering technical support and ensuring a seamless checkout experience.

Crew Leader - Leadership Team Level Two

• Provided critical technology troubleshooting and escalation support for a team, ensuring smooth operational flow and guest satisfaction.
• Fostered professional growth among team members through encouragement of continuous learning and skill enhancement.
• Facilitated customer engagements that directly contributed to generating over $300,000 in sales.

Assist - Leadership Team Level One

• Delivered outstanding customer service, ensuring adherence to hospitality standards through the gracious reception of guests, proactive service needs anticipation, and the provision of tailored assistance for guests with disabilities.
• Ensured seamless communication with management, securing access to up-to-date information crucial for operational effectiveness and adherence to role-specific responsibilities.
• Facilitated strategic guest engagements, contributing to the generation of over $200,000 in sales revenue.

Host

Seasoned professional with 8 years of experience in technology support and leadership roles, currently excelling as a Software Support Supervisor. Expertise in training program design, team mentorship, and cross-functional coordination to enhance product quality and customer service.

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