DENISE GAGE
Covington,GA
Summary
Strategic Operations Team Lead with expertise in process optimization and team management. Delivers operational results through effective communication and problem-solving skills. Drives projects forward by fostering collaboration and navigating complex challenges with precision.
Overview
15
15
years of professional experience
Work History
OPERATIONS TEAM LEAD
Toshiba Global Commerce Solutions
Covington, GA
2024.04 - Current
- Guided day-to-day operations, providing direction, coaching, and support to team members in fast-paced, a customer-focused environment.
- Tracked employee performance, productivity, quality, attendance, and service results to keep operational and customer expectations on track.
- Coached employees, reinforced accountability, and facilitated onboarding and training activities.
- Reviewed operational data and performance indicators to identify trends and opportunities for process improvements.
- Worked with management and cross-functional teams to resolve service challenges and implement solutions.
- Responded to escalated customer and operational issues and coordinated corrective actions.
- Communicated expectations, priorities, operational results, and improvement opportunities.
Field Service Technician
Toshiba Global Commerce Solutions
Covington, Georgia
2022.07 - Current
- Serviced Toshiba Global Commerce Solutions point-of-sale hardware at retail customer sites.
- Performed on-site installation, routine maintenance and minor repairs to systems.
- Installed replacement parts and configured retail systems for field repairs.
- Diagnosed printer, scanner, and terminal issues using service manuals and test tools.
- Coordinated repair status updates and equipment needs with store managers and support teams to ensure efficient service delivery.
- Trained new technicians on Toshiba Global Commerce Solutions repair procedures and safety practices.
- Provided exceptional customer service during field visits, aligning with corporate guidelines to enhance client satisfaction.
Field Service Technician
Safeway
Las Vegas, Nevada
2012.02 - 2020.12
- Performed on-site installation, routine maintenance and minor repairs to systems.
- Performed preventative maintenance and repairs on a variety of equipment, including pumps, motors, valves, and other components.
- Installed replacement parts and configured retail systems for field repairs.
- Diagnosed printer, scanner, and terminal issues using service manuals and test tools.
- Inspected cables, power connections, and device settings during routine service calls.
- Communicated repair status and equipment needs with store managers and support teams.
- Delivered outstanding customer service on field visits to meet corporate guidelines.
- Responded promptly to emergency service requests from clients.
- Minimized customer callbacks and equipment failure by reviewing job upon completion.
- Disassembled defective machines for repair or replacement of parts.
Education
Business Administration (BSBA)
California State University, Hayward
Hayward, CASkills
- Service delivery management
- Customer satisfaction management
- Team Leadership & Development
- Operational Resource Management
- Productivity & Utilization
- Process Improvement
- Operational Reporting
- Forecasting performance
- Budget Management
- Cross-Functional Collaboration
- Office software proficiency
Personal Information
Title: OPERATIONS TEAM LEAD | SERVICE DELIVERY | CUSTOMER EXPERIENCE
Timeline
OPERATIONS TEAM LEAD
Toshiba Global Commerce Solutions
2024.04 - Current
Field Service Technician
Toshiba Global Commerce Solutions
2022.07 - Current
Field Service Technician
Safeway
2012.02 - 2020.12
Business Administration (BSBA)
California State University, Hayward