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Thailand
Work Background
Virtual Service OperationsSenior Business Analyst Lead
Sep. 2020 - Oct. 2021RemoteThis was a Call Center that handled calls from people that were collecting unemployment insurance. I developed and improved the capabilities of our COVID-19 Army (team) over the course of 1 year. Summary of skills: -Received 97% satisfaction rating from customers after completed phone calls -Exhibited strong organizational, managerial, and personal skills to successfully communicate and negotiate with internal and external customers Summary of responsibilities: -Managed customer relationships and become a trusted advisor for the customer -Worked to ensure customer satisfaction with the product by anticipating customer needs, understanding the overall vision of their company, and helping stakeholders achieve success through the platform -Kept records of customer interactions, processed customer accounts, and file documents electronically -Collaborated with the team to quickly resolve customer complaints with the appropriate action -Opened, sorted, and distributed incoming messages and correspondence -Mentored employees while being careful to adhere to company’s policies -Effectively managed approximately 100 incoming calls daily
JBGoodwin REALTORSVirtual Assistant
Jan. 2019 - Jan. 2024RemoteAs a Virtual Assistant for Laquencia Steverson JBGOODWIN REALTORS, I use strong communication skills to collaborate with real estate agent Laquencia Steverson to ensure efficient service. Summary of responsibilities: -Manage client relationships, guide strategic planning sessions, facilitate client property showings, and lead proactive check-ins -Type documents such as correspondence, drafts, memos, and emails -Proven track record of consistently exceeding objectives; self-motivated, and driven by results -Creating databases to organize clients’ information -Answer and manage upwards of 50 emails/group chats daily, ghost writing for Laquencia Steverson Research clients’ inquiries and provide requested information in timely and professional manner
AscensionClinical Laboratory Scientist
Jun. 2016 - Aug. 2019Saint Francis, WI• Provided customer service to doctors, nurses, and other hospital staff • Utilized MLAB, EPIC and other internal data systems to perform data entry and specimen tracking • Collaborated with other Clinical Laboratory Scientists as well as Ordering Care Providers for seamless flow of samples in the lab for processing • Made calls to partner institutes to address specimen or data entry issues • Analyzed patient specimens for abnormalities • Ensured patient satisfaction through testing in high complexity on various specimen types • Performed laboratory procedures following protocols including Quality Control using Westgard Rules, Calibrations, and troubleshooting analyzers • Communicated with doctors, nurses, and other medical staff critical values/test results • Maintained accurate laboratory records and data
FISCustomer Success Manager/Customer Service Associate Specialist
May. 2010 - Nov. 2013Milwaukee, WIThis was a Call Center that provided financial services for Prepaid Debit Cards Summary of accomplishments: -Responsible for managing 50 new hires in the financial industry while ensuring quality service -Led the Training and Quality Program which resulted in a 25% increase in employee retention and 2% decrease in employee attrition -Reduced employee turn over rate and increased New Hire satisfaction, maximizing New Hires’ success within company Summary of responsibilities: -Built New Hire onboarding process and continued communication through the New Hire lifecycle -Devolved and monitored KPIs to ensure Client satisfaction with Fidelity Information Services -Promptly responded to New Hires inquiries in person, via phone, and email -Focused on collaborating with New Hires’ to ensure the increased skills obtained -Maintained financial accounts by processing customer ACH transfers, and provided assistance with balance and transactions related inquiries timely and professionally -Increased client base by 10% during the year 2013 due to service levels over 85% -Trained 50 New Hires to ensure attention to detail and adherence to company policy -Developed new training and quality procedures, saving the company more than $60,000 per year in contracted labor expenses
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