Experience

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  Sindelar foster care

  Jan 2001 - Jan 2002

  Residential care provider

  Provided primary care to mentally/physically disabled residents including delivery of medication consumption, documenting residents daily activities and medication consumption

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  Xerox

  Mar 2004 - Jul 2016

  Work within 43 customer retention/sales teams managing average 15 direct reports, responsible for managing client account of 50 million plus wireless subscribers. Support customer service, retention/sales reps in improving customer experience via preventing churn, customer self-service education and upgrading existing and/or adding lines of service. • Site Leadership MVP awards attained April 2008, November 2008, February 2010• Operations group Leadership MVP awards April 2014, May 2014, July 2014• Operations group Best Team Customer Satisfaction scores April 2014, May 2014, July 2014• Operations group Best Sales Team Green/Percent to Goal Performance March-May 2014, August 2014• Contributed to creation of agent Professional Development Certification Program for Path to Leadership 2015• Year 2012 Best Overall Site Team Customer Satisfaction scores for April and May.• Year 2012 Best Overall Site Team Green and Percent to Goal for Sales for Jan, Feb, March, April, May, June and July.• Improved team attendance as supervisor 2% yearly from 88% average to 94% monthly average.• Reduced representative transfer rate 6.5% from 15.6% to 9.1% while increasing representative customer satisfaction scores to 87% average to 92% average.• Proactive planning of targeted focus groups led to notable increase in agent morale.• Personally retained multiple customer accounts with average $2800 yearly revenue individual accounts and $8000+ yearly revenue corporate/business accounts. Show less Exceeded daily and monthly call monitor quotas.Achieved benchmarks for site customer satisfaction scores moving from average 77% to average 84%.my main function is to provide daily coaching through remote and side by side transaction monitoring to customer service employees for several lines of business for an external vendor contracted by a wireless communications provider. These sessions are intended to empower employees to increase first call issue resolution and overall customer satisfaction with customer care experience. During my tenure in this position, first call resolution and issue resolution have increased each month. My secondary function during transaction monitoring process is to analyze trends in how processes are being performed and document those trends in reporting sent to upper management. In documenting these trends we identify ways to improve the efficiency and accuracy of the process and create/edit procedures that are taught to employees and supervisory level management. When training is necessary I have led training sessions with both agent-level and supervisory level employees to ensure understanding of process and procedure. When called upon, I have created and/or edited training material used for training purposes. Show less Awarded multiple Agent of the Week and Agent of the Month accolades for two inbound client projects (Welcome Verification, Customer Care) and two outbound client projects (after hours Retention, Nextel Online Outbound).Agent MVP award presented December 2006Successfully delivered training of new Citrix/Amdocs customer reporting management system to 500+ agents via individual and group training environmentsSuccessful delivery device sales training via fullment desktop (FDT) to 300+ agents. Show less

  • Customer Service Supervisor

    Apr 2008 - Jul 2016

  • Quality Assurance Analyst

    Oct 2007 - Apr 2008

  • Sales Compliance Analyst

    Dec 2006 - Oct 2007

  • Customer Advocate/Team Lead

    Mar 2004 - Dec 2006
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  Zones, inc.

  Jul 2016 - Jun 2018

  Inside sales account executive

  Developed a partnership with existing and prospective clients to develop a road map for success around IT concerns/challenges. Primary territories are Utah and Colorado small and mid-market, garnering several net new accounts averaging 10K in products and services with largest deals equating over 100K in revenue. Routinely averaging 13% sales margin across all products sold. Highly successful in retaining at-risk client accounts.

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  Continuum

  Jul 2019 - Aug 2020

  Achieved status Agent of Month for May 2019Managed daily approximately 40 inbound customer calls resolve billing, technical supportquestionsMaintained/exceeded monthly KPIsAchieved/exceeded monthly upsell targets. Provide instruction and guidance to representatives during new hire training program. classsize between 15-20 peopleCompleted 3 total live quality monitors per new hire representative.

  • Customer Support Specialist

    Mar 2019 - Aug 2020

  • Learning And Development Specialist

    Jul 2019 - Dec 2019
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  Freedom mortgage

  Aug 2020 - Apr 2021

  Spoc agent

  Managed Approximately 40 total inbound and outbound customer interactionsProbe clients regarding current situation to present appropriate programs and solutions toresolve concerns related to mortgage which includes Customer service, collections, and lossmitigation.Maintained up-to-date knowledge of industry trends, enabling informed decision-making andaccurate advice for clients.

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  Square

  Aug 2021 - Apr 2023

  Customer success advocate

  Maintained approximately 45 inbound customer interactions providing support and valuablesolutions to customer's banking concerns via phone and emailEnsuring one-call satisfaction via appropriate empathetic approach with solid usage ofknowledge, escalating less than 2% of interactions monthlyStreamlined onboarding process for new customers, ensuring smooth integration withcompany products and services via appTrained junior team members in best practices for customer success, improving overall teamperformance and cohesion. Show less

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  Pacificorp

  Nov 2023 - Feb 2024

  Contact center specialist

  Managed daily approximately 25 inbound customer interactions providing support andvaluable solutions to customer's electric power account concerns via phone and emailLearned and maintained in-depth understanding of product and service information to offerknowledgeable and educated responses to diverse customer questions.

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  Apex systems

  Sept 2024 - now

  Customer support specialist

  Assist patients scheduling, rescheduling and/or cancelling specialty care appointments. Provide solutions to related general inquiries regarding upcoming appointments and directives for care.