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Work Background
Shasta County Health and Human ServicesEligibility Worker 3/Lead Worker
May. 2016
oDeskCustomer Support Manager
Oct. 2013 - Apr. 2014Freelancer Support Manager for a dynamic and growing company that I love! My duties include, but are not limited to monitoring queues for volume and SLA adherence. Researching issues causing dips and spikes in metrics, meeting with shift leads and at times their reps too, and creating reports as need or requested. Attend meetings regarding metrics, systems and staffing issues. Keeping our newsletter alive and well. Handle executive escalations, provide coaching and training to current reps, help create new systems and processes as deemed necessary. Test new processes and report on the results.
UpworkFreelancer Support Manager
May. 2013 - Jun. 2015Freelancer Support Manager for a dynamic and growing company My duties .included, but were not limited to monitoring queues for volume and SLA adherence. Researching issues causing dips and spikes in metrics, meeting with shift leads and at times their reps too, and creating reports as need or requested. Attend meetings regarding metrics, systems and staffing issues. Keeping our newsletter alive and well. Handle executive escalations, provide coaching and training to current reps, help create new systems and processes as deemed necessary. Test new processes and report on the results.
oDeskClient Care Supervisor
Nov. 2012 - May. 2013Train new phone reps on our phone system, help gather RFP’s for new phone systems, monitor CSAT, create reports. Attend meetings, create new processes hire new reps, terminate reps, provide continuing coaching as needed. I helped create our churn prevention and quick start teams along with reports and processes. I provided training to our phone reps on these programs and worked with them to create guidelines and goals. We did mock calls and tickets to help them get acquainted with our systems.
Elance-oDeskFreelancer Support Manager
Apr. 2012 - May. 2013Freelancer Support Manager for a dynamic and growing company that I love! My duties include, but are not limited to monitoring queues for volume and SLA adherence. Researching issues causing dips and spikes in metrics, meeting with shift leads and at times their reps too, and creating reports as need or requested. Attend meetings regarding metrics, systems and staffing issues. Keeping our newsletter alive and well. Handle executive escalations, provide coaching and training to current reps, help create new systems and processes as deemed necessary. Test new processes and report on the results.
oDeskCustomer Service Supervisor
Mar. 2010 - Oct. 2012During some of this time (about a year) via go to meeting I presented a new freelancer and new client webinar once a week. During this one hour of time I would go through how to use oDesk and highlight the important things each group needed to know that would help them become successful on the platform. I was also a lead for a team of 10-12 reps at any given time providing them coaching and training on the platform and was a point of escalation for tougher issues. I also conducted new rep trainings for new oDesk chat and ticket agents. This training was our onboarding training and consisted of going through Zen Desk, r0 (before oBO and ZD), oBO once it arrived and general ticket and chat training. We also went over conflict resolution and proper control of a chat. Training was also provided to other internal departments on how to use Zen Desk and oBO.
oDeskLive Chat & Ticket Agent
Jun. 2009 - Mar. 2010I answered tickets as they came in to the system and answered live chat questions from users. I also piloted a program where we called High Value users and welcomed them to oDesk if they had started and asked if they wanted to see a live demo which I would conduct at a scheduled time with them. If they had not signed up as of yet then I would answer their questions and help set up their accounts while I was on the phone with them to help them have a great start using the platform.
The Perfect PearExecutive Assistant to the President, Customer Service Manager
Jun. 2007 - Jul. 2009I created the customer service department, trained new reps, created policies & procedures. Created phone scripts, helped edit the web site and hired others to take over the task. Monitored calls and provided QA to reps based on the calls. Wrote articles for the company newsletter and edited articles the company President had written. Created phone schedules and made sure shifts were covered. Started a live chat service for the company and created the macros to be used during chats.
Team Double ClickVirtual Assistant
Oct. 2006 - Jul. 2008Provide customer service, created customer service training program for a client, data entry of orders, data entry of information into Contact Management software, Schedule appointments, confirm appointments, create flyers, create a blog, input information into blog, and create brochures.
Redding School DistrictSpecial Education Paraprofessional
Jan. 2006 - Jun. 2006Redding, CAI was responsible for the care of an autistic boy with other special needs. I made sure he worked with different things in the classroom. During outside play time I monitored to be sure he was safe. I fed him lunch and helped clean him up afterwards.
Nerds On Call Computer RepairScheduler
Jul. 2004 - Mar. 2005Redding, CAScheduled appointments, light technical support via phone, responsible for inventory control and stocking, filing, internet research, customer service, create reports & spreadsheets. Assisted with trademarking the company name and logo and also assisted with setting up wholesale accounts with various vendors.
Affordable Fence & ConstructionOffice Manager
Jun. 2003 - Mar. 2004Anderson, CAAnswered phones, scheduled appointments for bids, helped write contracts, a/r, a/p, filing, ordered inventory, type correspondence, handled bank deposits and bank reconciliations, customer service, create reports, general office duties as well. The job ended when the company closed its doors.
Express Personnel Services (Duke Energy)File Clerk
Mar. 2001 - Jul. 2001Oklahoma City, Oklahoma AreaAnswered phones, filed reports, created a new file system as well as copying archived records. Data entry of pipeline information into a database.
Hartford Insurance CompanyCall Center Insurance Agent
Jan. 2000 - Jan. 2001Oklahoma City, Oklahoma AreaAnswered inbound phones for their home and auto insurance lines. Created insurance quotes for AARP members. Tracked sales and other information. Was consistently in the top ten for sales. I also assisted with the training of new call center insurance agents, demonstrated proper phone handling and call control. Provided QA assistance during training sessions and then continued to provided one on one coaching out of training.
DCACustomer Service Representative
Aug. 1999 - Jan. 2000Oklahoma City, Oklahoma AreaI received inbound calls from customers who had billing questions or were interested in acquiring new services. If the need arose I would research the account to answer the customers question and make sure the problem was resolved and the customer was satisfied with the resolution as possible. As we hired new reps after their initial training I provided ongoing training to get reps up to speed and coached them during calls and provider supervisor assistance when no supervisors were available.
Lincoln Plaza Office ParkAdministrative Assistant
Mar. 1999 - Aug. 1999Oklahoma City, Oklahoma AreaAnswered phones, took maintenance reports, ordered supplies, and copied various papers. Created advertising brochures and fliers. Showed property to potential clients. Scheduled meetings and travel arrangements. I did some light bookkeeping as well.
Stop N Go VideoNight Manager/Customer Service
Nov. 1993 - Jan. 1999Norman, OKWaited on customers, filed reports, reconciled cash drawers, kept track of inventory. I also supervised 3-5 employees at a time. Handled customer complaints and questions. Typed correspondence as well. Tracked sales of different medias. Trained new staff as they were hired to run the computer system, how to stock the shelves and cash handling as needed.
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