While working at Liberty I was able to create several tools and resources for training and development of individual contributors. These tools include multimedia web applets, training videos, training manuals, Power BI based reporting tools, and UX prototypes which helped to guide internal development.

In my role as a Retention Specialist my responsibilities include de-escalation of difficult calls,service recovery for dissatisfied high-value customers, and ensuring positive customer experiences. Success in this role comes from skills in empathetic understanding and perspective taking to be able toprovide customized solutions to customer needs.

While a part of a rotation program with Liberty’s startup incubator I:• Reviewed potential business opportunities• Created surveys and conducted market/user studies• Prioritized features and identified target markets based on research data• Provided strategic recommendations to executives to pursue or abandon

Partnering with Liberty’s digital teams, I was able to leverage my experience with customers to:• Provide insights during persona creation• Coach to process and procedural requirements in storyboarding• Advise requirements in focused design sessions for new site features• Contribute to editing/refining content for articles, tools, and our customer service chatbot• Assist in creating user focused training and presentations for developer teams

In my time as a Supervisor, I was responsible for training, coaching, and managing behaviors forteams of 10-13 employees. I found success in this role by encouraging direct reports to selfidentifyopportunities for improvement, tone matching in delivery of process changes, andstructuring time to create new resources to provide additional support for identified developmentopportunities.

Repair broken/damaged desktop and laptop computers. On location repair and troubleshooting of customer hardware and software. Setup of personal and commercial technology solutions, including networking and security. Foster business by building inroads with customers.

The rewrite unit was primarily responsible for quoting policies for customers in divorce situationsand state-to-state transfers. This role focused on breaking down complex insurance concepts dueto life event changes and state-to-state regulatory differences.

Lead crews of up to 30 in day and night resets of Home Depot stores in Northeast and Mid-Atlantic regions. Order, track, and stage materials and products for new Home Depot stores. Plan, measure, and order new materials for set-up/resets of stores. Coordinate with store personnel to tailor store layout to their needs. Make daily reports to home office including photographs, diagrams and other documentation of project progress and payroll records. Gave final approval to completed store set-up/resets.

Keyholder Responsibilities: Open and close store. General sales and customer service. Make bank deposits.

Data entry-experience with Excel, Word, Access, and Outlook. Processing customer satisfaction surveys. Conducting phone surveys of customers and providers.