Results-oriented Manager who thrives in fast-paced and competitive environments. Brings strong presentation, analytical and problem solving skills.
Conflict resolution techniques
Meticulous attention to detail
Client relations specialist
Hiring and retention
Training and development
Recipient of the Employee of the Year Award in 2010.
Recipient of the Employee of the Month Award in 2010 &2011.
Played an instrumental role in increasing customer satisfaction ratings index By Approximately 110% Overall, Through Problem solving, effective listening, and Saves attempts (rated through Customer Re-poll)
Senior Analyst08/2013 to CurrentCompany Name
Red alert call backs- Assisting customers with unresolved issues that cause red alerts and generating re-poll once resolved with Swing of WTR of Approximately 110%, And in top 3 stats on team MTM. Expert user of technical diagnostic systems including, but not limited to: Clarify CM including Tech Guide, GEOLink Express Care mapping system, Snooper, Metcalf SMS troubleshooting tool, DLC, AOTS-M ticketing system, and MyCSP knowledge base.
Researching trends on team and individual level and determining resolutions Daily reports and analysis for red alerts and non-alert generating polls Finding opportunities for coaching using leap tactics and entering in PDTS for follow up by Team managers Process and product knowledge Call analysis- listening to IRU Technical Support Representatives.
Technical Ticket Team01/2013 to 08/2013Company Name
Expert user of technical diagnostic systems including, but not limited to: Clarify CM including Tech Guide, GEOLink Express Care mapping system, Snooper, Metcalf SMS troubleshooting tool, DLC, AOTS-M ticketing system, and MyCSP knowledge base.
Process and product knowledge
Lost/Stolen Team06/2012 to 01/2013Company Name
Processed Blocking and Unblocking cases Through DLC and Clarify Per customer request
Initiated customer contact to ensure issues were resolved correctly and in a timely manor.
Schedule Coordinator/ Nursing assistant07/2007 to 07/2011Company Name
Successfully managed the activities of Approximately 40-75 team members in multiple locations.
Reduced amount of employee overtime by Approximately 45% by effectively delegating tasks and ensuring business needs versus staff were met
Completed and submitted clinical documentation in accordance with agency guidelines.
Certificate: Nursing2007North Idaho Community CollegeCity, State
Certificate of Completion: Medical Assistant2002Pima Medical InstituteCity, State
Diploma: General Education2000Everett Alternative High SchoolCity, State
Certificate of Completion 1998Sno-Isle Skill CenterCity, State
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North Idaho Community College
Pima Medical Institute
Everett Alternative High School
Sno-Isle Skill Center
Job Titles Held:
Technical Ticket Team
Schedule Coordinator/ Nursing assistant
Certificate : Nursing 2007 Certificate of Completion : Medical Assistant 2002 Diploma : General Education 2000 Certificate of Completion 1998
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