Courtney Park

Experience

• 

  Brigham Young University

  Aug 2009 - Aug 2011

  Handled all calls and incoming inquiries face-to-face at the front desk. Scheduled appointments, assisted with data entry, and ordered office supplies. Organized an online database for BYU employee files.

  • Secretary - Psychology Department

    Aug 2010 - Aug 2011

  • Office Aide - BYU Compensation Office

    Aug 2009 - Aug 2010
• 

  Simplifile

  May 2013 - Sept 2020

  • Oversee the daily operations of a team of 50+ Representatives• Interview, hire, and train new employees as workload dictates• Handle escalated customer issues, emphasizing long-term solutions• Participate in regular Product Council Meetings• Conduct bi-weekly Support Team meetings and weekly Team Lead meetings• Provide team lead coaching• Hold quarterly and yearly 1-on-1s and performance reviews with all team members. Collaborate on performance improvement plans, as needed.• Help team members formulate career development plans• Manage and maintain all Support Department tools• Develop quarterly team goals• Maintain Support pin program and monthly support awards - awarding team members for subject mastery and excellence• Monitor and improve customer satisfaction program• Maintain/improve team structure and functionality to best serve our customers• Prepare and present in monthly management meetings• Review and update customer service standards, policies and procedures• Consistently promote a friendly, qualified, and hardworking culture Show less ▪ Created and supervised a new training team under the direction of the support manager that included scheduled webinars and improved onboarding processes for new customers▪ Concurrently supervised the California team, which included handling escalated calls, assisting with customer inquiries/concerns, and managing goals• Emphasized building trust, morale, and camaraderie among members of the team • Helped team members troubleshoot challenging inquiries and handle escalated issues• Coordinated with the manager regularly to discuss the needs/progress of the team • Performed weekly quality reviews of chats/emails/phone calls• Held regular 1-on-1’s with team members, discussing individual performance and goal setting• Participated in weekly team lead training• Handled call overflow, as needed• Helped ensure adequate coverage when members of the team were out sick • Set team and individual quarterly goals. Followed up regularly to ensure they were accomplished.• Trained new hires on our product, workflow, and customer support procedures Show less

  • Manager of Support Services

    Sept 2016 - Sept 2020

  • Technical Support Team Lead

    May 2016 - Sept 2016

  • Technical Support Engineer

    May 2013 - May 2016
• 

  ICE Mortgage Technology

  Sept 2020 - now

  Senior Manager, Technical Support