Caitlin Arvin Email & Phone Number

Lindsborg, Ks, Us

Host a variety of trainings for the MegaPress team, such as New Hire Orientation. Assist Quality Team in locating and identifying gauges that are due for calibration. Operate necessary material handling and processing equipment during production, as well as manage auxiliary and semiautomatic equipment. Identify and address items that do not meet quality standards by either isolating or reworking them, while documenting data in QC or reporting to supervisors when necessary. Conduct basic… Show more Host a variety of trainings for the MegaPress team, such as New Hire Orientation. Assist Quality Team in locating and identifying gauges that are due for calibration. Operate necessary material handling and processing equipment during production, as well as manage auxiliary and semiautomatic equipment. Identify and address items that do not meet quality standards by either isolating or reworking them, while documenting data in QC or reporting to supervisors when necessary. Conduct basic troubleshooting on production equipment. Transports materials to and from workstations, utilizing necessary material handling equipment to maintain stock level. Use measuring equipment to ensure all quality specifications are met. Test and inspect the produced products to verify compliance with quality standards. Show less

Managing backlog and solve escalated issues form central customer service team, communicating resolutions/status back to customers. Coordinating with producers, project managers, and engineers to troubleshoot and resolve issues in a timely fashion. Identifying trends, escalate when necessary, and provide regular reports, ensuring all available information and resources are used. Engaging directly with community of customers online, and collaborate with marketing on announcements. Providing… Show more Managing backlog and solve escalated issues form central customer service team, communicating resolutions/status back to customers. Coordinating with producers, project managers, and engineers to troubleshoot and resolve issues in a timely fashion. Identifying trends, escalate when necessary, and provide regular reports, ensuring all available information and resources are used. Engaging directly with community of customers online, and collaborate with marketing on announcements. Providing ongoing feedback on processes, tools, gameplay and the holistic customer experience. Creating and maintain an online community for upcoming releases. Show less

Empowered team to meet/exceed departmental goals for quality and productivity metrics. Built effective relationships with internal and external stakeholders. Drove system and workflow improvements to enhance team efficiency. Established departmental policies, processes, and standards to ensure the delivery of world-class customer service. Cultivated team members professional and career development. Managed employee scheduling. Partnered with Human Resources to develop and manage performance… Show more Empowered team to meet/exceed departmental goals for quality and productivity metrics. Built effective relationships with internal and external stakeholders. Drove system and workflow improvements to enhance team efficiency. Established departmental policies, processes, and standards to ensure the delivery of world-class customer service. Cultivated team members professional and career development. Managed employee scheduling. Partnered with Human Resources to develop and manage performance when necessary. Served as point of escalation to address sensitive customer inquiries. Utilized CRM reporting tools to monitor the state of supported Kabam titles and responded to emerging issues or trends. Reported queue status and trending game issues to senior leadership. Supervised creation of email templates, knowledge base articles, and educational materials Show less

Austin, Texas Area

• Conducted weekly one-on-ones with advisors; analyzing KPIs and developing action plans to improve performance to meet and/or exceed business goals. • Coached advisors on quality, career and personal development, and critical business issues.• Monitored and tracked attendance; taking disciplinary action as needed.• Collaborated with other managers to write and deliver end of year evaluations to advisors.• Delivered weekly feedback to leadership with a breakdown of the team’s… Show more • Conducted weekly one-on-ones with advisors; analyzing KPIs and developing action plans to improve performance to meet and/or exceed business goals. • Coached advisors on quality, career and personal development, and critical business issues.• Monitored and tracked attendance; taking disciplinary action as needed.• Collaborated with other managers to write and deliver end of year evaluations to advisors.• Delivered weekly feedback to leadership with a breakdown of the team’s performance along with next step in plans with timelines of execution. Show less

Austin, Texas Area

Documented internal audits and analyze data to identify areas for improvement; prepare reports to communicate outcomes to training, coaching and management team. Empowered T1 Advisors to meet metrics and career development through constructive coaching. Hosted shadowing sessions for T1 and T2 Advisors seeking career development. Lead calibration sessions with service partners to ensure contacts are being audited to business standards. Investigated customer complaints and non-compliance issues… Show more Documented internal audits and analyze data to identify areas for improvement; prepare reports to communicate outcomes to training, coaching and management team. Empowered T1 Advisors to meet metrics and career development through constructive coaching. Hosted shadowing sessions for T1 and T2 Advisors seeking career development. Lead calibration sessions with service partners to ensure contacts are being audited to business standards. Investigated customer complaints and non-compliance issues. Monitored and evaluated all support channels; listen for deviations from organizational policies and standards. Assisted with roll out of new Contact Structure Flow for Captive and Service Partners. Reviewed contacts and gathered data on success and opportunities. Lead nesting for new hires and introduction to live contacts– assist with process knowledge, call flow insight, and managed adherence. Provided live coaching and floor walking support, as well as 1-1 coaching to ensure proper development and best practices. Communicate outcomes to leadership. 30-60-90-day reviews of new hires to ensure they were meeting metrics and addressed any concern; reviewed calls, gave feedback, and set goals for the coming weeks. Helped develop and implement a Quality Program for Consultation. Partnered and calibrated with the managers to ensure audits were being completed to business standards. Designed scripts for new hire training, centered around EA’s “Contact Structure Flow.” Show less

Austin, Texas Area

• Provided remote and floor support to local and global advisors; Assisted with tools, process knowledge, and general workflow inquires• Excelled in a fast-paced environment and adjusted to multiple personalities and knowledge levels to provide the best experiences; delivered information while being open and transparent, citing sources as needed• Top Specialists selected to travel overseas to our vendor sites; Gathered feedback on workflows and process knowledge gaps, submitted daily… Show more • Provided remote and floor support to local and global advisors; Assisted with tools, process knowledge, and general workflow inquires• Excelled in a fast-paced environment and adjusted to multiple personalities and knowledge levels to provide the best experiences; delivered information while being open and transparent, citing sources as needed• Top Specialists selected to travel overseas to our vendor sites; Gathered feedback on workflows and process knowledge gaps, submitted daily reports to management, and provided floor walking support during Battlefield 1 Launch. • Monitored trending issues based on the volume and inquires in the room – reported emerging issues that could be defined as a critical impact • Part of embedded specialist program; Mentored team including new advisors, and served as a point of contact when necessary Show less

Austin, Texas Area

• Took live contacts via e-mail, chat or phone; evaluated players issues, provided relevant troubleshooting steps as well as investigated missing item claims and compromised accounts restoration. • Adapted to various personalities and unique situations on a call by call basis• Documented information crucial to resolution/reporting on cases that were unresolvable at a T1 level. • Maintained KPI to above goal, until transition into T2 role.

Kansas City, Missouri Area

• Managed 8-10 people; hired and trained new employees based on business demand.• Maintained food and labor costs to business standards and weekly performance reports; analyzed business records to drive more sales• Forecasted and scheduled as needed • Communicated and trained changes of standards, formulas, and products as necessary

Topeka, Kansas Area