Decorated U.S. Army Veteran with 3 - 5 years of training and customer service experience. My skills include database management, account reconciliation, curriculum design, scaling teams in a dynamic training environment, in addition to Microsoft Office, and Google Suites. I am focused on customer satisfaction and meeting organizational goals in fast-paced environments.
Skills
Customer service experience
Customer experience management
Customer experience
Curriculum Design
Project Management
Proprietary CRM system proficiency
Invoice reconciliation
Database recordkeeping
Google suite
Microsoft Office suite
Education
Ashford UniversitySan Diego, CAExpected in 05/2017 ā āBachelor of Science:Organizational Management - GPA:
Graduated cum laude
Member of SALUTE Honor's Society
Maricopa Community Colleges - Estrella Mountain Community CollegeAvondale, AZExpected in 05/2016 ā āAssociate of Applied Science:Organizational Management - GPA:
Links
www.linkedin.com/in/libbyClaire
Work History
Monday.Com - National Customer Experience Trainer Miami, FL, 08/2019 - Current
Consistent focus on reducing personnel costs through reorganizing training plans which accommodate multiple time zones. Consolidating training sessions to address specific training needs rather than broad training sessions.
Introduced and curated monthly training programs to deepen the skills of individual contributors with a late-stage tech startup.
Collaborated with 10 - 20 Business Partners and Leaders identifying process gaps, training needs, created new concepts of learning surrounding Arizona Real Estate rules and regulations and iterated on existing training processes based on leadership feedback.
Created digestible sessions using the flipped classroom approach for a team of 100. Launched a 60-day training plan for new-hires and transitioning team members after a company reorganization. Involved concepts using Google Slides, interactive modules using a hybrid of real-time response question & answer sessions, and classroom activities to accommodate multiple learning styles.
Developed and implemented company-wide new-employee onboarding for Customer Experience, Legal, and Homes' organizations.
Contributed to the expansion of a small team from 15 to 30 operators, providing customer service via phone, text, and email using a proprietary CRM system.
Designed and facilitated 3 team trainings using the ADDIE model for 20 Customer Experience Advocates. Broadening their knowledge through ad-hoc training empowered the Support Team to reduce unnecessary escalations to Listing Agents by 5%.
Worked with senior leaders to assess learning gaps and drive training solutions for the Customer Experience Advocate team.
City Of Buckeye - Office Assistant City, STATE, 07/2016 - 08/2018
Daily cross-organization communication between the Public Works department and other municipal teams. This cross-functional communication was integral in providing logistical support to a city of 75,000 residents. Logistics included; creating delivery schedules for refuse container distribution, record-keeping for the Public Works department, resolving city-wide billing issues during utility acquisitions, and ensuring accurate data entry on all environmental service accounts.
Project Manager for citywide file digitization. Working with an outside contracting firm to organize logistics of transferring over 600 employee personnel, confidential, and payroll files. Once digitized, a file system was created and a hierarchy was defined to streamline file access within the department. Trained the Administrative Assistants in the Council Clerks' office and Human Resource department on newly defined digital filing procedures.
Managed the public-facing website content for the Human Resources division. Updated and supported city website content for residents. This provided a way to centralize resident concerns by providing them a self-service option to resolve frequently asked questions for resident concerns.
Executed routine administrative duties for the Human Resources department; tracking daily and monthly expenditures and reconciled inventory for the company merchandise store, processing US Passport applications and coordinating with the US Department of State to issue applications for travel documents, and employee benefits data entry while partnering with the Benefits Administrator.
USAA - Financial Foundations Specialist City, STATE, 10/2015 - 10/2016
Experience in a call center environment, providing financial guidance based on bank account history of members.
Gathered information and closed on product sales using a consultative approach and knowledge of USAA products and benefits.
Ensured Federal Reserve compliance and technical metrics of at least 95% are met monthly through accurate communication of practices and procedures with customers.
Managed weekly team meetings with senior team leaders. Created agendas to cover multiple teams responsibilities to ensure team culture aligned with organizational priorities. Each team meeting's purpose was to increase visibility into business processes including reaching out across teams to have guest speakers provide knowledge and answer frequently asked questions.
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Resume Overview
School Attended
Ashford University
Maricopa Community Colleges - Estrella Mountain Community College