High Risk … High Reward
What does that mean…
I am a highly motivated, self-starter, that can dig into any situation, take the lead, and come up with a quick, concise solution, with little previous knowledge.
Reading a resume doesn’t convey how I’ve taken a job to teach the kitchen, on the flight, read the documentation, and taught the back of house cooks as if I was a seasoned vet. Walk into a company with a support queue two months deep and bring them back inline in two weeks. If that’s the person you need, take a risk, I want to be there to help create, mentor, and lead our team.
Wear Pact
2019-Present : Senior Customer Service Expert
Boulder, CO
Brought on to bring the company out of a two-month backlog of customer support cases. During a two-week period, returned the queue to three days
Respond to comments and messages across all social platforms as well as assist in social media planning and outreach
Interface directly with customers through real time chat
Recreation of orders that have errored in the system while simultaneously isolating the reason for the error and logging it for further investigation and resolution
Track customer facing issues across the website and sale promotions so they can be fixed on the technical backend
Manage the customer call queue, stepping in for service calls if needed to reduce wait times, and am the floor supervisor for all escalations
Hygge Power
2019 : Customer Experience and Support Coordinator
Boulder, CO
Created a stable and efficient system for customer support at a startup company with no current plan for support. Ensured complete buildout of customer service to provide an excellent experience via web, email, live chat, and phone services. While maintaining industry standards of customer experience
Researched, adapted, and utilized current customer service techniques, such as Net Promotor Score (NPS) goals, client/rep interactions, offline information gathering and distribution, and artificial intelligence. These techniques were utilization for both customer service goals as well as database growth, to promote maximum efficiency and the highest level of customer service
Identified, investigated, and created resolutions for potential customer escalations to ensure expedited resolution for the customer while identifying opportunities for improvement to prevent future occurrences of the issue
Built a scalable customer service plan for immediate implementation for a customer base of 5 to 500 with plans in place for the continued growth while including area to provide critical feedback on the process to ensure the success of evolving customer support interactions
Conducted market research, utilized tactics such as secondary research, surveys, focus groups, observations, and field trials of product prototypes and reviewed accuracy and proper collection techniques for previously collected data
Protected brand identity through consistent feedback while providing cross-functional support to all departments
T-Mobile USA
2016-2019 : Interim Coach/Team of Experts Representative /Technical Support Representative
Colorado Springs, CO
Utilized team statistics to identify areas of improvement and created targeted performance plans to improve individual and team metrics on average of 5-10 percentage points consistently
Ensured all metrics were being met and exceeded on both a team and individual level
Employed various moral improving techniques to ensure the upkeep of team culture
Improved team from last place to second on site in 3 weeks, based on percentage-based goals
Assisted in the implementation and revision of new business models in a specific community, ensuring successful application of practices among employees
Applied best practices involving training program creation and stat recovery efforts
Completed peer to peer mentoring while reinforcing best practices to ensure success of the team
Utilized multiple systems and disciplines, including billing and tech support, to ensure prompt efficient resolution in all aspects of business
Created metric-based activities among communities to ensure successful execution of expected behaviors as well as ensure strong community moral, in turn raising metrics among both groups
Consistently achieved in the top 250 of 7000 nationwide Team of Experts representatives
Resolved product or service problems by clarifying the customer's problem, explaining the best solution, and following up to ensure complete resolution
Followed and recommended updates to procedures regarding device/network troubleshooting
Consistently achieved one call resolution which increased overall customer satisfaction
