ESSENTIAL FUNCTIONS• Designs and develops blended curriculum for both new hire training and continuous improvement including Participant Guides, Facilitator Guides, Knowledge Management, Job Aids, and Process Documents, and conducts training for all Communications Center personnel• Instills a friendly, positive attitude in Emergency Road Service personnel, developing and promoting effective customer service skills and phone etiquette in order to attain total member satisfaction• Compiles and distributes monthly Communications Center statistics including Average Handle Time, Customer Satisfaction Rates, Call Monitoring Scores, Routing States, and Dispatch Errors• Works in conjunction with Communications Center Supervisor to maintain adequate staffing levels in Communication Center• Documents and reports to management perceived/realized problems with service or individual performance, analyzes potential solutions, assists in implementing solutions through proper training of personnel• Performs frequent call monitoring to identify potential customer service issues and ensure that all employees are adhering to department policy and procedure• Assists in planning, coordinating, and presenting for department meetings• Conducts one-on-one meetings with all Communications Center employees to provide feedback, coaching, and obtain employee perspectives of department training needs• Serves as “back-up” for Member Services Coordinator (Comments and damage complaint resolution) and for call reports (RAP, Reciprocals and Garage/Facility Payments)

Career Consultant• Assist individuals who are deaf, or hard-of-hearing and have additional disabilities in obtaining, retaining and advancing in competitive employment• Provide support in planning, job development, interview skill development, and professional etiquette• Work independently to manage schedule, meet deadlines, maintain case records, and consult with community businesses to ensure successful job matches o Interpreting Experience (Spanish): Interpreted interviews and application assessments Served as a cultural mediator where necessary Adherence to the Code of Ethics for Interpreters

• Respond to customer inquiries via phone and email• Enroll students in database• Make payments and adjust payment plan information• Direct students to other sources as appropriate

• Manage all orders from placement to closure.• Customer order management and issue resolution including: Coordinate resolution of freight charge disputes and delivery problems Independent interpretation of pricing, returns and channel sales guidelines Decision-making on currency, duty, tax and freight cost issues for all export orders Coordinate customer specific documentation requirements Research, resolve, and advise of all situations where expectations are not met Dispatch service calls to Datacard technicians• Responsible for interpreting customer contractual requirements.• Interpret and apply policies, processes and procedures to manage the following Sales Order related activities including: sales order creation, Sales Order Holds, accurate and timely invoicing, external and internal customer communication as well as accurate and timely processing of projects/orders• Utilize Datacard catalogs, prints, user manuals, configurators, and other resources to meet customer needs.• Understand customs and shipping issues by territory (International)• Actively participates with sales and business units in account planning and developmentKey Achievements:• Traveled to Mexico to assist in the training of Mexico City Service Support which resulted in the team better understanding Service Requests and the Oracle Database allowing Datacard to smoothly transfer Spanish Service Request calls from the US office to the Mexico office• Gathered feedback and redesigned the structure of the SharePoint site for Global Customer Support with the goal of improving usability and the organization of information

• Respond to and research customer questions and concerns via telephone and email in both English and Spanish• Answer over 200 inbound calls per week from customers who are frequently escalated and utilize de-escalation, negotiation and problem-solving skills to help resolve customer issues• Partner with internal business partners to research customer’s issues or follow-up on service questions and resolve customer issues• Utilize multiple computer systems to research information and update customer data• Help to protect over $30,000 in revenue daily and protect and enhance the Best Buy Brand• Experience with Lean Six Sigma and an atmosphere of continual improvement

• Developed a variety of training materials (Facilitator’s Guides, Participant Guides and Job Aids) for several different areas within the company (Best Buy Mobile, Tech Support, Delivery, Installation, Receipts Department, etc.) • Trained agents in the department of Consumer Relations on CRM Enhancements and functionality(an application used for documenting customer calls and researching customer issues) resulting in increased knowledge of overall program functionality• Participated in User Acceptance Testing for the CRM application to ensure ease of use by call enter agents• Assisted in creating backup support for call center site program and reviewed and updated training materialsKey Achievements:• Functioned as a support liaison for call center site in Kentucky to help support multiple program launches• Developed International SharePoint Site for Consumer Relations Agents• Documented international processes regarding import/export of products• Designed interactive courses using PowerPoint and Adobe Captivate to educate store employees on the use of the CRM application

Teacher of the Deaf and Hard of HearingTraveled between several buildings teaching Deaf and Hard of Hearing(D/HH) students 1:1 or in small groups. Worked effectively with staff from all teaching areas to design programs for students. Assisted students in focusing on specific areas of educational need related to their hearing loss. Worked with several students with multiple disabilities and designed and adapted lessons to meet their special needs. Worked extensively with Spanish-speaking families to explain the Special Education Process and assist with translation and interpretation of materials.Key Technology Achievements:Worked with students to create and present PowerPoint projects assisting in the education of staff, and students about hearing loss, hearing aids and interpreter useCreated a databases in Microsoft Access supporting the D/HH teachers with caseload management and basic student information, tracking sound equipment and organizing materialsServed as resident expert for teachers for various computer programs essential to our positions (software for Individual Education Plan development and other internal school district systems as well as Microsoft Office Applications)