Work History

Work History

CRS Designs

Created and designed websites of many varieties. CRS Designs is not a company, but it is the professional name chosen for the credit given for the designs.

Websites that have been built include:

1. Store Fronts

2. Personal Sites

3. Blogger Sites

4. Business Sites

Jan 2014 - Present

Reporting Analyst

Convergys

-Covered management absences for teams of 10-15, to inspire and be the point of contact for questions. KPIs have exceeded goals on days I covered, including a 87% Net Promoter average.

-Chosen to participate in "Talent Academy", a Manager preparation course for agents identified as talented, and likely to succeed in the manager role. Completed Talent Academy 4-23-2014 -Used Excel, VBA, HTML, and CSS to design advanced reporting mechanisms for contract needs -Created dynamic tools to monitor floor production, and help increase productivity. -Showed clear, concise data and created new reports daily -Created a digital rewards system, to meet PCI compliance standards -Developed trending data and data flows to highlight important metrics and KPIs -Became the dedicated reporting resource for Business Objects, Excel, and Quickbase analytics.

Mar 2013 - Jan 2014

Technical Support Representative II - SENIOR (Subject Matter Expert)

Convergys (Stream Legacy)

-Supervised teams of 10-15 on technical processes and customer service

-Provided technical and soft coaching to agents during 1-on-1 sessions

-Created awareness for product launches and updates, including product support integration and feedback review

-Issue Resolution team average of 92%

-Net Promoter KPI of 68%, goal was 60%, then 65%

-Developed and maintained database tracking for call logs, and data analytics

-Analyzed call flow, service levels, and utilization to change customer experience

-Led classroom based training for the contract's group of agents who were not meeting metric requirements.

-Instructed with covering other teams, and taking supervisor calls from other teams.

Sep 2012 - Mar 2013

Tier 2

Stream Global Services

-Supported agents over the phone in a live call center based environment

-Provided on the spot feedback for agent-customer interactions

-Handled supervisor calls and escalations

-Average Net Promoter score of 80% (of 60% goal)

-Average Handle Time of 27 minutes (of 40 minute goal)

-Star lead performer, and selected for a special lead pilot for having the most/best quality leads

Jan 2013 - Mar 2013

Dedicated Resource (One-Up)

Convergys (Stream Legacy)

-Resource for team of 12

-Average Net Promoter of 68% of a 60% goal

-Demonstrated growth through effective teachbacks to team

Apr 2012 - Sep 2012

Customer Support Specialist

Stream Global Services

-Handled inbound calls in a tier 1 support role for financial software

-Average Net Promoter of 85% of 60% goal

-Average Issue Resolution of 95%

-Average Agent Satisfaction of 90%

-Top 5 in call center for metrics 6 months in a row.

Nov 2011 - Apr 2012

Asst. Property Manager/IT Manager

Market Street Initiative

Two Jobs in One-

Asst. Property Manager- Provided support to the Property Manager including writing leases, managing tenants, cleaning and repairing property as necessary, billing and invoicing, as well as filling open rooms and improving the properties.

IT Manager- Provided skills and knowledge necessary to run an office, repair three networks, create and sustain the company website, move important documents over to cloud hosting, and set up and implemented a paper-free workplace including DocuSign Inc. Technology for E-Signatures.

Jul 2010 - May 2011

Senior Account Manager

Yahoo!

-Managed webhosting, email, messenger, and domain accounts

-Handled who.is, domain transfers, hosting issues, domain control panel how-tos, and other hosting provider processes.

-Provided direct support to small businesses, individuals, and designers

-Top 10 in call center, 12 months running

-Set up and controlled outbound calls, inbound calls, and learned HTML, CSS, and MySQL.

-Pioneered an idea called Y!Innovate, which gave college kids a change to pitch their ideas to be possibly funded and picked up by Yahoo! Corp.

-Customer Feedback average of 9.6/10

-Average Handle Time of 17 minutes with goal of 35 minutes

-Quality score of 125% to goal average. (125/100pts, with bonus pts)

Aug 2009 - Jul 2010

Customer Support Specialist

Affiliated Computer Services

Inbound Customer support specialist. Duties include solving technical issues, providing technical support, sales, and monthly goals that must be exceeded. Other duties include explainging billing, issuing charges and credits, and providing information about offers and contractual obligations.

Left to pursue a job with Yahoo!

Aug 2008 - Apr 2009

Sales Associate

Radio Shack

Duties included sales, customer support, electronic advice, and being able to implement that knowledge to help customers meet their needs.

Jun 2005 - Feb 2007

Intern Tech and support Specialist

Tannery Recovery Services

Provided Tech and Customer Support for the computers and accounts receivable at TRS.

Education

Education

Diploma

Ocean Dunes High

Maintained a 3.575 at graduation.

9th: 2.9 GPA

10th: 3.4 GPA

11th: 4.0 GPA

12th: 4.0 GPA

Sep 2007 - Sep 2009

Worked on a Bachelor's in Journalism

Chemeketa Community College

-President of Verbatim et Literatim, 2 years

-Reporter for school newspaper

-Member of Salem Senate Aires Barbershop Harmon Chorus

Certifications

Certifications
Apr 2012 - Present

Quickbooks

Intuit
Jan 2014 - Present

Certified QuickBooks ProAdvisor

Intuit
Mar 2014 - Present

Human Lie Detection

Udemy

References

References

Micah Root

-Developed and provided direct reporting support for him in the Reporting Analyst position.

-Covered his team during absences.

-Delivered Awesomeness

Brian Hundley

Provided support to the Property Manager including writing leases, managing tenants, cleaning and repairing property as necessary, billing and invoicing, as well as filling open rooms and improving the properties.

Provided skills and knowledge necessary to run an office, repair three networks, create and sustain the company website, move important documents over to cloud hosting, and set up and implemented a paper-free workplace including DocuSign Inc. Technology for E-Signatures.

Scottie Manion

-Worked under Scottie while in Tier 1, Tier 2, and One-Up

-Worked alongside Scottie delivering teachbacks to agents, and supporting their professional growth in a financial software support role.

Kathleen Strohecker

-Worked alongside Kate on several projects, including developing innovating teaching resources for the floor.

-Created several 1 to 1 lessons with her while she was the Content Writer.

-Developed and provided direct reporting support for her in the Reporting Analyst position.

-Covered her team during absences.

Dawni Everett

Worked closely with Dawni in dealing with website design support. as well as customer service at Yahoo! As a team, we consistently performed above goal in all areas.