Jan 2018 – Jan 2019 · 1 yr · Portland, Oregon Area

• I was primarily responsible for the production of a 6 person team of customer advocates who designed gift cards for small businesses across the country. In addition to assisting in the design, production, and follow-up for our gift card orders, I also directly handled customer escalation issues.
• During the holiday season of 2018, I oversaw the implementation of a project that made reordering cards more convenient for our merchants. I made a plan for my team each day and tracked productivity. By the end of Q4, this project resulted in $50,000 of additional revenue.
• At the start of 2019, I planned, organized, and applied a year round customer outreach plan that involved making outbound calls to 12,000 of our small business merchants. The purpose of this was to strengthen our relationship with customers and attempt to increase revenue for the year.

Jan 2016 – Jan 2018 · 2 yrs · Logan, UT

• Responsible for quality and productivity level of 80-100 agent team. Managed 6+ survey projects concurrently daily. Motivated and kept agents on-task, monitored quality and accuracy of collected data, ensured team met contractual survey gender, geographic region, and age quotas
• Sole lead for 6-agent team in US Bank customer service survey. Generated 1,000+ surveys over 6-month period. Tracked results and optimized future efforts using excel pivot tables
• Resolved issues such as regulating speed of survey completion and adjusting number of agents assigned
• Reported to clients via email survey metrics such as levels of productivity, adherence to quality standards, and operational, quality, or deadline completion issues

Jan 2014 – Jan 2016 · 2 yrs · Logan, UT

• Monitored agents’ surveys to ensure adherence to quality standards, intervened and made corrective action when quality was substandard, and collaborated with other monitors to ensure consistency of monitoring guidelines.

Jan 2013 – Jan 2014 · 1 yr · Logan, UT

• Top survey agent for 9 months on 10-15 different national survey projects involving political opinions and customer satisfaction. Developed professional communication skills by interacting with 50-100 people each day over the phone. Averaged a production rate exceeding 130% of baseline expectation.