Lance Troxclair

In this role it was my job to analyze inventory losses and damages, as well as, find ways to drive more successful operations. On average I would analyze over 2000 cases per month, providing feedback to our operators and customers alike. Furthermore, I was a subject matter expert and tasked with shadowing opportunities for potential new members in addition to onboarding our new hires.

As a senior it was my job to be able to handle any request or escalation. I was also responsible for updating our documentation and standard operating procedures to be as concise and inclusive as possible.

I was the chosen facilitator from amongst my Sr. Expert peers, meaning I was responsible for absorbing and disseminating any new materials sent our way. Beyond that, I was also tasked with ensuring that information was cascaded to and understood by our operators.

As a 3rd tier technician I was the upper most technical support. As a senior I was responsible for escalations and in the moment decisions for my peers. I was considered a subject matter expert on diagnosis and troubleshooting. During my time in this role I was also selected for multiple stretch assignments in supporting and training new hires.