Most of my professional experience is in outbound call center operations, specifically consumer market research and political research. I have experience in just about every aspect of research call center operations at different levels and departments, from being on the phones, conducting training, quality assurance, sample and quotas management, call center management, survey programming, and client services.
I have proven myself to be a quick study and a forward thinker with a plethora of strengths. I would be a valuable asset to any team.
CATI/CAWI Survey Programmer06/2014 to 09/2017Promark Research CorporationThe Woodlands, TX
As a programmer my primary responsibility was the CATI (Computer Assisted Telephone Interviewing) or CAWI (Computer Assisted Web Interviewing) programming of questionnaires brought to us by our clients to be used for data collection. This included utilizing various software applications in programming each survey, formatting and loading the sample files and setting up the quotas, maintaining the project and data reporting daily, as well as communicating with our clients in approval of the finished product before fielding and addressing any concerns after fielding had begun.
In this position I interacted with the owners, partners, and project directors of several research firms via email and telephone on a daily basis. It was necessary for me to have an extreme eye for detail and be on call in the evenings and on the weekends to quickly address any programming issues that may arise during shift. I also developed unique solutions to accommodate unorthodox fielding requests from our clients on a frequent basis.
Political Research Interviewer04/2014 to 06/2014Promark Research CorporationThe Woodlands, TX
As an political research interviewer my primary responsibility was to collect unbiased and thorough data from registered or prospective voters on a variety of important local and national political issues via telephone interviewing. Being successful in this position meant meeting high survey quality standards and productivity goals, maintaining a professional and friendly demeanor with every respondent, while also being able to be flexible to meet each of our clients' specific needs and follow specific instructions for the projects that they brought to us.
Data Conversion Operator10/2010 to 02/2014United States Postal ServiceWichita, KS
My primary job responsibility as a Data Conversion Operator at the United States Postal Service Remote Encoding Center was the address correction of any letters, packages, or periodicals that had been improperly addressed or formatted and was not corrected by the automated process before the piece of mail came to my terminal. It was my goal to do my best to get each piece of mail where it was meant to go.
Consumer Market Research Supervisor06/2009 to 10/2010OLC Global, IncWichita, KS
During my time as one of the three supervisors overseeing the consumer market research department (with me being the youngest supervisor in company history at eighteen), our overall goal was ensuring the overall profitability and client satisfaction for every project we had in the field. The other crucial role that we played was to act as a liaison between upper management and the dialing floor. This translated to a variety of different skills and responsibilities including:
-Strategically managing the quotas, sample, and interviewers dialing on each project for several different projects, simultaneously, during any given shift
-Dialing floor motivation and morale-boosting activities
-Conducting or delegating quality assurance monitoring and on-going training
-Administering periodical performance evaluations and wage increase reviews for each interviewer on my team
-Addressing any sensitive HR concerns or disciplinary action that may arise during shift
-Conducting new interviewer training classes and assisting with the training of new supervisors and assistant supervisors
-Tracking, reporting, and basic maintenance of 120+ CATI-equipped call center stations
Consumer Market Research Interviewer10/2007 to 06/2009OLC Global, IncWichita, KS
As an interviewer my primary responsibility was to collect unbiased and thorough data from consumers on a variety of different topics via telephone interviewing. Being successful in this position meant meeting high survey quality standards and productivity goals, maintaining a professional and friendly demeanor with every respondent, while also being able to be flexible to meet each of our clients' specific needs and follow specific instructions for the projects that they brought to us.
Education and Training
Completed 1 year towards Bachelors Degree: Business AdministrationBaker UniversityWichita, KS3.5+ GPA
High School Diploma2009Chase County High SchoolCottonwood Falls, KS3.5+ GPA