Bethany Sojka Email & Phone Number

North Tonawanda, NY, US

United States

Redmond, WA

• Resolved consumer support tickets for basic, advanced, and sensitive situations. Was frequently a source of knowledge for resolutions for Tier 2 and Tier 3 sensitive consumer issues, as well as team lead and.
• Responsible for consumer account data transfers, digital content, and funds reimbursement.
• Capable of handling 10-20 basic incident tickets per hour.
• Frequently handled extremely sensitive and/or complex tickets that required 2-3 hours to complete and extreme attention to detail.
• Handled consumer account data entry, plus clerical and administrative tasks regarding safeguarding and proper disposal of physical copies of consumer Personal Identifiable Information (PII).
• Properly reported and addressed rising trends and issues as they came up or in a timely manner.

Redmond, Washington, United States

• Successfully lead a remote team of both newly-hired and veteran Consumer Back Office agents through the holiday season as well as the first year of the Covid-19 pandemic. This team was responsible for digital content.
• Managed a team of 10-15 agents.
• Tracked agent performance, attendance, and work quality. Each agent was provided a weekly report with their condensed metrics sourced from 3 performance data reports for transparency, morale, and self-improvement.
• Addressed concerns and feedback with agents, management, and staffing agencies; after determining whether feedback was valid or not.
• Mentored newly-hired agents by providing support, knowledge, and policy consultation.
• Collaborated and provided feedback on 2 internal tools monitoring agent performance data.

Brattleboro, VT

• Primarily responsible for guest interactions (both in-person and over the phone) and handling day-to-day store finances.
• Handled cash in excess of $20,000 per week.
• Responsible for closing till count.
• Completed yearly transaction training in accordance with the Dodd-Frank Act.
• Oversaw end-of-day financial paperwork, lock-up procedures, and biweekly bank deposits.
• Responsible for associate training for Guest Services.As assistant staffing coordinator went to HR's new-hire-training meetings, and fielded interviewees and resumes when primary staffing coordinator was not available.