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Work Background
GoProSenior Manager, Product Support
Aug. 2020
WellfitHead of Customer Success & Support
Jul. 2017 - Mar. 2020United States, IrvineFounding Leader of all post-sales teams and touch points.
Verifi Inc., a Visa CompanySr Manager, Client Support & Strategic Account Management
Dec. 2012 - Jul. 2017Greater Los Angeles Area- Manage all aspects of Client Support Team employee performance including staffing decisions, hiring, performance monitoring/coaching, reviews, mentoring, training, terminations, etc
-Lead and oversee projects aimed at improving operations, client satisfaction, efficiency, and overall department performance including additional revenue opportunities within existing client base. -Develop and manage department budgets, schedules, KPIs, and staffing needs
-Create and approve internal and external client communications including company announcements, client impact analysis, and Incident Reports including RCA and remediation
- Responsible for escalated issues within department including technical & analytical troubleshooting, impact analysis, etc.
- Respond to inquiries from internal and external clients (merchants, partners and issuing banks)
- Reviews department volumes received and identifies issues and trends that require escalation to business teams for attention and resolution including proactive adjustments to existing products or processes.
- Researches and resolves all inquiries including technical inquiries which involve understanding and using basic Linux commands and researching Linux transaction logs.
Alta ResourcesWorkforce Management Analyst
Mar. 2012 - Dec. 2012Brea, California• Forecast call volume for Customer Care call center per half hour periods
• Create a schedule for approximately 75 part time employees based off projected volumes
• Track call volume and real time adherence to maximize payroll and efficiency
• Approve and deny vacation requests and schedule trades • Schedule offline activities (training, coaching sessions, meetings, email processing, admin tasks, etc.)
Alta ResourcesFraud Analyst
Mar. 2011 - Mar. 2012Brea, CaliforniaEvaluate Card-Not-Present transactions and use various tools to determine the validity of the information provided and the legitimacy of the transaction. Monitor fraud trends to adjust and create new tools and policies to help address and prevent fraudulent activity on the website. Answer any questions or concerns that would arise in the Customer Care department in regards to Risk Management and Customer Relations.
Teall & AssociatesField Supervisor
Jan. 2009 - Dec. 2010Supervise staff of up to 35 per day, including scheduling on a day to day basis as specific study changed dependent upon respondent attendance and study improvements. Conduct one on one or group interviews relating to market research studies. Lead focus groups on specific topics or activities to obtain different thoughts on perspectives as they related to a certain industry or product. Troubleshoot IT issues such as wireless Internet errors MCAPI issues, and computer/tablet errors.
Regal Entertainment GroupAssociate Manager
Mar. 2007 - Mar. 2011Oversee all aspects of theatre operations. Handle guest service issues to ensure guests leave the theatre with a positive feeling about choosing REG. Train new cast members as well as annual safety training for veteran cast members. Compile MSDS for all chemicals used in building in accordance with OSHA standards. Responsible for weekly inventories, corporate audits, and payroll. Create schedule for approximately 45-55 employees on a week to week basis based on anticipated business levels.
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