Oct 2020 – Sep 2021 · 11 mos · Salt Lake County, Utah, United States

• Escalation Support Specialist
• Resolve escalated concerns from clients via phone and email in a timely manner
• Communicate with leaders of the organization in efforts to resolve time-sensitive issues
• Manage team members and their day-to-day tasks depending on bandwidth and SLA need
• Develop multiple trainings to promote alignment across the company and teams
• Meet regularly with key stakeholders and business partners to report on trends, resolve client concerns, and ensure department goals are met
• Develop and maintain standard operating procedures, job aides, trainings, and other resources to support the Escalations Research Team
• Demonstrate my ability to multi-task by prioritizing different projects and escalations
• Interview Customer Support Representative candidates for open positions
• Train new additions to the ERT to ensure smooth transition into the new role
• Partner with contact center managers to recommend coaching opportunities for front line employees to improve overall client experience
• Actively partner with manager on prioritization of projects and provide input for prioritization for front line staff
• Customer Support Associate
• Resolved Small Business owners requests regarding BlueVine's Business Checking product via inbound call, outbound follow-up and email
• Met or exceeded performance expectations based on key performance indicators like customer experience, effectiveness, and efficiency
• Identify, resolve, and or escalate risks that may impact the business
• Engaged with our partners and business leaders across the organization to ensure customer requests are resolved efficiently and effectively while addressing the customers' short-term & long-term needs
• Represented the voice of the customer by helping to provide product and customer experience feedback along with recommended enhancements
• Assisted in the development of new processes, process documentation, training, and client communications

May 2020 – May 2020 · 0 mo · Remote

• Developed expert level knowledge of the brand and technical details of products
• Managed incoming e-mails, one-off customer calls, and social media posts
• Acted as a positive extension of the brand by utilizing my community, personality, and aligning endeavors
• Maximized opportunities for word-of-mouth marketing to influence online and offline
• communities while educating them about the brand and product line

Jan 2019 – Jul 2020 · 1 yr 6 mos · Newtown, Pennsylvania, United States

• Managed the grocery floor ensuring the best customer experience
• Prepared inventory and out of stock checks to ensure reliable automatic ordering
• Added any new items to the ECRS system and accounted for any miss picks while receiving orders
• Initiated a “New Product Alert” program to help customers identify any new products we started carrying

Jul 2017 – Dec 2018 · 1 yr 5 mos · Global

• Traveled America, SE Asia and New Zealand working various jobs and exploring the world
• Thru-hiked the Appalachian Trail, a 2,200 mile trail, from Georgia to Maine in four months
• Raised almost $30,000 for charitable organizations
• Published adventure, health and hiking articles for several outdoor companies

May 2015 – Jun 2017 · 2 yrs 1 mo · Titusville, NJ

• Evaluated feedback from internal and external business partners in order to identify possible obstacles and/or bottlenecks in their user experience
• Consolidated compliance prep reports quarterly and annually prior to submissions for Centers for Medicare and Medicaid
• Collaborated with internal and external business partners (Sales Reps, Third Party Vendors, Admins, District Managers, IT, etc.) to ensure data accuracy, develop and report on Key Performance Indicators, and identify training opportunities
• Provided ongoing support and guidance to Compliance Officers during disputes and data collection
• Mitigated and managed over 500 Physician disputes by investigating payment history and debriefing with Sales Reps
• Worked cross-functionally with IT, Analysts and Compliance Officers to improve the data collection process
• Analyzed large amounts of data from a variety of sources to identify collection gaps, ensure data integrity, and implement remediation initiatives

Jun 2014 – Jan 2015 · 7 mos · Skillman, NJ

Jan 2014 – Jun 2014 · 5 mos · Skillman, NJ

Jan 2013 – Jan 2014 · 1 yr

• Collaborated with other students to design and initiate a Penn State Undergraduate Net Impact
• Chapter
• Attended Sustainability Change Management Panel
• Collaborated in a team of five students in the HR committee to develop a strategy for recruiting
• and retaining members as well as developing a succession plan for the sustainability of the
• organization
• Developed a Constitution and Bylaws for the organization
• Devised methods to recruit and retain members; recruited 40+ new members in one semester
• Attended Wharton Greening Athletics Conference
• Attended Smeal Advisory Board Luncheon
• Attended the National Net Impact Conference in California

Sep 2012 – Jan 2014 · 1 yr 4 mos

• Helped raise over $2,500 in one THON canning weekend
• Attended an Excel in Excel workshop
• Served on the Community Service committee
• Organized a fundraiser at local restaurant in support of Poverty Resolutions
• Received the Silver Membership Award for my involvement within the club
• Attended a professional development event where I heard from Ferguson in regards to Leading with Emotional Intelligence
• Competed in PNC Decisions Decision Case Competition with fellow PMA members
• Organized a fundraiser at local restaurant in support of One Heart Foundation
• Attended a team building day at Stone Valley
• Competed in the Smeal Case Competition
• Attended a professional development event where I heard from Jennifer Eggers on Project Management
• Lead a team of 14 to help run Global Entrepreneurship Week, ranking 2/528
• 3,365 students, community members, faculty, and volunteers participated in the 47
• Global Entrepreneurship Week events
• Participated in intramural flag football

May 2011 – Jul 2011 · 2 mos · Warrington, Pennsylvania

• Presented products to customers in their homes using effective selling and marketing skills and generated $17,000 in profit
• Attended two sales workshops to focus on sales techniques and self-improvement

Sep 2010 – Dec 2011 · 1 yr 3 mos · Altoona, Pennsylvania Area

• Preformed tax preparation services for low income community members through the Volunteer Income Tax Assistance program
• Received VITA/TCE certification through the IRS to assist local citizens with preparing tax returns
• Acted as a team player to raise funds for the club through a Death By Chocolate fundraiser
• Attended two Dale Carnegie workshop and completed the Fundamentals of Project Management Training sessions*Assisted 16 drug and alcohol offenders with résumé writing and interviewing skills to aid in the job application process
• Assisted in weighing recyclables and collecting data for a recycling initiative project