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Work Background
AsurionVarious Positions, Work at Home Team
Jun. 2014 - Oct. 2022*Worked in home using personal office equipment; self-directed
*Whole Home Expert -Technical support of Verizon Home Device Protect Plan
-Take calls from a diverse customer base using provided tool
-Connect to phones, tablets and computers to provide troubleshooting support and educational support using Rescue by LogMeIn desktop application.
*Internal Resolution Specialist
-Worked with team to manage caseload of escalated cases interdepartmentally communicating with all levels of management at the corporate level seeking to resolve difficult situations and generate a positive outcome for customers
*Case Management Specialist -Worked with team collaboratively to manage caseload of up to 55 cases per case manager providing outstanding customer service with the goal of de-escalating and retaining customers through working interdepartmentally and with outside vendors to overcome challenges to positive customer experience -Created "The Performance Tool" and supportive Training Documentation *Computer Help Desk -Provide superior customer service and technical solutions for multiple clients such as The Home Depot, Walmart, Sear Staples, Military Exchanges, and Target among others *Verizon Customer Support -Provide superior customer service and technical solutions for customers of Verizon *DirecTV Acting Coach -Worked collaboratively with a team of managers to accomplish operational tasks as assigned -Coached team of up to 16 customer service representatives holding them accountable for meeting company goals as established and instructing them in technical knowledge on client consumer electronics products and services for delivery of quality customer service and sales *DirecTV Customer Service Agent -Provide superior customer service and technical solutions for customers of DirecTV
Harvest's Karaoke KingdomSocial Media Marketing and IT Manager (Relocated)
Jul. 2013 - Jun. 2014Dothan, Alabama Area-Create, Manage editorial calendar and recommend marketing content for Management based on Company goals (e.g. company videos briefs, blog posts, posts from analysts and customers) -Support SEO strategies by understanding keyword priorities and how they integrate into content marketing plans -Assist in link building campaigns in coordination with client SEO goals -Develop and manage a social media strategy for the industry/workflow, coordinating with key stakeholders to ensure relevant social media techniques are adopted and integrated into go-to-market strategies -Manage portfolio of social media accounts/networks (Twitter, Google+, LinkedIn, etc) and RSS feeds.
-Work with event/conference managers to execute social media tactics in conjunction with events/conferences. -Monitor and manage company reputation online, specific to industry/workflow. -Provide social media training & associated best practices to internal clients & partners. -Track the effectiveness of social media initiatives which includes working closely with web analysts on measuring social media generated traffic to web properties. -Stay up-to-date on the most recent social media trends, and implement changes/new accounts as needed.
-Build and maintain Local Area Network
-Install and maintain all required software
-Develop best business practices including new processes or software
HGA QuestRegional Project Manager
Jun. 2010 - Jul. 2013Louisiana and Mississippi Area-Retail resets, merchandising, warehousing or light construction.
-Maintain a consistent record of work, including reporting on-time, working within strict guidelines for methods and safety.
-Manage multiple projects within a region.
-Manage leads and crews during reset/remodel meeting hours expectations while maintaining work quality.
-Work from Plan O Grams, Blueprints or other work-related drawings when required.
-Use of tools following all company and Client safety practices without exception.
-Demonstrated ability to interact with Clients and team members in a professional manner
Beam TeamTeam Leader
Jun. 2009 - Jun. 2010Alpharetta, Georgia- Properly remove old and place new pricing labels
- Remove stock or readjust the position of stock currently on display
- Placing products, information, signage, stickers or other required materials in strict accordance with Plan-O-Grams, pictures or other written or verbal instructions.
- Worked from Plan O Grams, Blueprints or other work-related drawings when required.
- Use of tools following all company and Client safety practices without exception.
- Demonstrated ability to interact with Clients and team members in a professional manner.
Affiliated Computer ServicesSenior Learning and Development Consultant – Customer Service Supervisor
Nov. 2005 - Dec. 2008Houston, Texas Area- Facilitated New Hire Training for Customer Care Representatives with less than 10% attrition for first three months of their employment
- Coached and developed Customer Service Employees on client consumer electronics products and services and delivery of quality customer service and sales interactions
- Developed two-week transitional program to prepare new hires for the Customer Service Position including performance management and remedial training
- Project Leader for Learning and Development Department on various continuing education programs
Best BuySenior Technician, Departmental Supervisor
Feb. 2003 - Feb. 2005Houston, Texas- Retail Sales of consumer electronics and In-Home and In-Store Computer Services including Hardware and Software Technical Support and training
- Provided Sales training, loss prevention awareness, customer service training, and performance tracking
- Provided Customer Service to a diverse clientele maintaining departmental Service Order Database
NHMCCD Cy Fair CampusAdjunct Instructor, Information Technology
Apr. 2001 - May. 2002Houston, Texas Area-Teaching Courses in Introduction to Microsoft Windows, Office, HTML and Customer Service courses to a diverse student body.
-Provided coaching and career development to enhance student success in a new career.
-Analyzing current curriculum for future developments.
Convergys Customer Management GroupTeam Leader, Technical Service Group
Jul. 1998 - Mar. 2002Houston, Texas Area- Coached and developed Customer Service Employees on client products and services and delivery of quality customer service and sales interactions - Achieved positive resolution of departmental issues for internal and external customers with a focus on customer retention - Project Leader for Customer Service Department
Warner Bros. PublicationsAS-400 Console Operator
Nov. 1996 - Jun. 1998Miami,FL-Departmental Technical Representative
-Network Engineer
-Maintained operation of AS/400 mainframe
-Assisted in design of and implementation of a 490 node LAN, including cable installation for Windows, Macintosh and Unix based Operating Systems.
-Departmental Help desk Representative
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