LEROY J. WATTS

My role as a Senior Digital Technology Support Representative consists in providing Multi-Client Online support with process and procedures for handling technology issues (i.e. web, internet, eService, mService, etc.) card holders, resolve billing inquiries, payments, reconciliation, disputes, and complaints providing customers with one call resolutions. Provide consultation for the Pilot eService Digital Department Validates implementation of Co-Browse (GLANCE) and EZpay to support the Consumer Center Team Call/Email volume between 5-30 a day. Respond to customer queries by phone, email, and in person (in person 3-5%) Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware- Ex. include Windows 2007 & 2010, VOIP, desktops, monitors, keyboards, modems, etc. (Logins, resets, updates, reboots- etc.) Report significant and recurring issues to the tier-2 support team

* Answered inbound calls from customers regarding their credit card inquires * Resolved credit inquires on new accounts and authorize sales on existing accounts * Provided customer satisfaction through one call resolution * Utilized professional techniques to generate additional revenue * Improved customer/client relations in a Consumer-Retail Finance environment

Manage escalations for expedited orders, billing, fraud and Tier 2 technical software issues Resolve billing issues related to subscription charges, corporate discounts and fraud Establish online eBook access to students due to lost or delayed shipping Provide software and technical support for both Chegg Chat and Chegg Study eBook Solutions Collaborate with upper management on implementation strategies benefiting both student and tutor’s experience

Provided cost effective repairs and upgrades of investment properties and homeowners Drafted and negotiated contracts and proposals budgets, cost of labor, materials and schedules Educated customers on best practices relating to suppliers, negotiation and researching materials Marketed business through presentations, referrals, social media and presentations to local vendors Coordinated with vendors and stakeholders of the load in and out of building materials, scheduling and budgets Supervised (9) crew members on punch-out process and best safety practices the dismantling of materials Designed landscaping models using various applications and programs

Marketed financial and insurance benefits to Federal and State government departments Created vacation package models for resorts and cruises Maintained reporting structures using excel spreadsheets and company databases Worked between interrelated departments to meet key deliverables Orchestrated partner presentations building relationships with cruise line, resort and various travel representatives to help expand business Managed quoting and proposal process including delivery to the customer

Responsible for tactical and strategic marketing, planning and sale of real estate to Marriott Club Owners Assisted representatives in overcoming client objections by negotiating and creating value in the properties Responded to sales inquiries and concerns by phone or electronically Mentored and motivated new team members to maximize sales performance Surpassed daily, weekly and monthly financial goals Reviewed purchase proposals before submitting to contract departments Tracked purchase orders, calls dialed, cancelled orders and real-estate property purchases through Marriott’s CRM Salesforce

Created designs and metrics for Pilgrim bolts, Ruptured diaphragms and HP-IP Rotor Thermal Cracks Published solutions for work requests and information transmittal services on turbine components Provided quotes on materials, parts and service to Commercial and Sales team Created Product and Control Service Bulletin bids for Project Leads and Stakeholders Lead Stakeholder meetings focusing on the scope and funding for Blade and Service projects Developed training tools for Product Change Management requests Trained Engineers through live demonstrations and interactive WebEX presentations Published bi-weekly 3i data report initiatives for the AG Fossil Organization and Mülheim Stakeholders Published R & D forecasts, milestones and consolidated reports for 23 steam turbine units of the Americas Coordinated the Windows 7 migration for AG Fossil Organization and contractors ● Confirmed specific tools needed for the migration ● Verified Homegrown software verses migration software for laptops and desktops

Managed the life cycle of over 1500 domestic and international GE contracts Created Relational Database Management (RDM) to develop contract processing policies for GE Legal, Commercial Sales and Finance departments minimizing access control through a single entry-point Reduced contract publishing conversion time for from 2 weeks to 3 days by restructuring workflows for the Contract Storage Database (ConStor) Structured and negotiated bids and offer letters to existing and potential customers for the Sales and Commercial departments Validated Letters of Credit, Certificates of Insurance, amendments, terminations extensions all related to the contracts to upper-level management and customers Key member of the Integration team for two mergers and over 40 applications into One PGS portal

Managed status reports on outage related parts to maintain accurate delivery schedules Reduced Material Authorization and order processing time by 50% by cross referencing Progress Energy’s turbine numbers with GE’s ERP and Parts Edge database Provided quotes, negotiated pricing and expedited orders for steam and gas turbine parts for Progress Energy Trained the GENPAC India Team on billing and processing invoices, system designs and Risk Management Managed ERP applications for shipments and Customs’ verification Managed counter claims from customers and third party shippers Created performance reporting for clients and internal departments Prepared Bill of Lading forms, exemption certificates and letter of refund requests for vendors and part returns Examined and verified turbine drawings through ORACLE and COPICS

Structured and negotiated bids and offer letters to existing and potential customers for Sales and Commercial departments Resolved sales and cost discrepancies Located $20,000,000 in unbilled invoices due to a mapping error in the Billing ERP system which increased end of quarter sales revenue Prepared, reconciled and balanced journal entries, month end reports, sales and cost files Investigated and resolved complaints by Domestic, International parts specialists and CS Managers Identified Steam and Gas Turbine Parts for 20 sites Trained employees on billing and invoice processing Directed the GENPAC team during system design and risk and modification recommendations

Developed restructured payment plans for clients subject to foreclosure and bankruptcy Promoted financial services and products to existing customers Assisted customers with consolidation loans to help pay off debts Processed credit memos and customer returns Cured outstanding accounts through FDCPA guidelines Resolved Tier 1 IT issues