Julia Correa Email & Phone Number

Austin, Texas, United States

Austin, Tx, United States

The Quality Operations Analyst is responsible for the order integrity of processed sales, successful communication of company policies, and ensuring quality customer experience. Additionally, the Operations Analyst is will be responsible for supporting analytical and trend reporting to Sales and Service leadership. Operations Analyst responsibilities and duties:Daily tasks include but are not limited to:• Reviewing prior day’s sales for data integrity• Monitoring and grading sale and client service calls• Communication of company policies and guidelines• Provide in-depth analysis and reporting to Sales and Client Services• Work directly and indirectly with employee’s compensation• Familiarity with Client Service and Sales processes.

Austin, Texas Area

• Monitor daily Customer Success operations; report on C-SAT, Customer Retention, Account Growth Revenue, other support metrics and the effectiveness of key activities• Provide ongoing training to our team on activities, such as Customer Retention and Account Growth; be the subject matter expert (SME) to the Customer Success and Operations team regarding strategy and best practices• Coach our Customer Success team members to better strategize their workflows, optimize their metrics and improve their overall productivity• Provide regular analysis of key performance targets and operational activity to Operations and Customer Success Leadership and provide them with insight on how to achieve optimal results• Develop strong collaborative relationships with cross functional teams within the company• Continually track and provide plans on how to improve Customer Success KPIs and performance management• Collaborate with Customer Success and Operations to improve forecasting efforts, stay on target and assess new or missed business opportunities• Manage projects for department heads, by building reports, analyzing and design workflows/ processes, etc.• Work with our technology vendors and assist the Administrator of these tools to keep them high functioning and running smoothly• Contribute to the creation of compensation plans, to ensure the correct plan types are allocated to the reps, measure the effectiveness of these plans and calculate compensations monthly• Responsible for notifying VP of Sales and Operations of any issues that arise so they may be documented and followed-through to resolution.• Assess client risks via reporting and client feedback and inform the Dev / QA as well as Ops teams to prevent escalations.

• Monitor daily Customer Success operations; report on C-SAT, Customer Retention, Account Growth Revenue, other support metrics and the effectiveness of key activities• Provide ongoing training to our team on activities, such as Customer Retention and Account Growth; be the subject matter expert (SME) to the Customer Success and Operations team regarding strategy and best practices• Coach our Customer Success team members to better strategize their workflows, optimize their metrics and improve their overall productivity• Develop strong collaborative relationships with cross functional teams within the company• Continually track and provide plans on how to improve Customer Success KPIs and performance management• Manage projects for department heads, by building reports, analyzing and design workflows/ processes, etc.• Contribute to the creation of compensation plans, to ensure the correct plan types are allocated to the reps, measure the effectiveness of these plans and calculate compensations monthly• Responsible for notifying VP of Sales and Operations of any issues that arise so they may be documented and followed-through to resolution.• Assess client risks via reporting and client feedback and inform leadership team.• Retention Consultant (Account Manager): As a retention consultant for a little over 2 years, I manage my book of business, help retain our clients, and provided all support o Assisted in the construction of this team from the ground up by implementing retention processes, procedures, exercising judgement, and department next-steps. This ranges from retention templates to the Inbound process path when we Churn, Save, or stalled clients. o Developed and guided over 5 reps to help grow bandwidth for Retention. o Worked closely with development by sending client feedback, sharing ideas, and going over best options on what the client is looking.

Austin, Texas Area

The Customer Success Specialist is responsible for interacting with Lighthouse customers to provide product assistance, tech support, troubleshooting, and fielding general inquiries.• Receives Lighthouse customers’ requests by inbound telephone or e-mail, analyzes requests, and provides solutions in accordance with internal best practices.• Provide individualized customer service of a high-standard to each and every customer.• Updates customer account records including documenting the details of the communication with the customers.• Provide feedback regularly on the effectiveness and soundness of policies and procedures of the customer service department.• Creates cases for production work to be completed per customer request.• Build the interest of customers in the products and services offered by Yodle.

Austin, Texas Area

• Monitor daily Customer Success operations; report on C-SAT, Customer Retention, Account Growth Revenue, other support metrics and the effectiveness of key activities• Provide ongoing training to our team on activities, such as Customer Retention and Account Growth; be the subject matter expert (SME) to the Customer Success and Operations team regarding strategy and best practices• Coach our Customer Success team members to better strategize their workflows, optimize their metrics and improve their overall productivity• Provide regular analysis of key performance targets and operational activity to Operations and Customer Success Leadership and provide them with insight on how to achieve optimal results• Develop strong collaborative relationships with cross functional teams within the company• Continually track and provide plans on how to improve Customer Success KPIs and performance management• Collaborate with Customer Success and Operations to improve forecasting efforts, stay on target and assess new or missed business opportunities• Manage projects for department heads, by building reports, analyzing and design workflows/ processes, etc.• Work with our technology vendors and assist the Administrator of these tools to keep them high functioning and running smoothly• Contribute to the creation of compensation plans, to ensure the correct plan types are allocated to the reps, measure the effectiveness of these plans and calculate compensations monthly• Responsible for notifying VP of Sales and Operations of any issues that arise so they may be documented and followed-through to resolution.• Assess client risks via reporting and client feedback and inform the Dev / QA as well as Ops teams to prevent escalations. • Creating and updating client XML layouts. • Handling SQL inquiries.

Austin, Texas Area

• Address and process any new support requests and follow up on any existing tickets that are open. Escalate request if need be after attempting to duplicate issue and include documentation of issue.• When on shift, always be available to take incoming phone calls from customers. • Assist fellow team members with support requests. Become an escalation point if needed• Send release document to customers to notify them of what has been updated with the The Logisticsframework application. • Manage customer relationships via support requests, weekly check-ins, and any other interaction with customers.• Train and provide guidance to customers and new employees.• Sitting in on calls during implementation, follow-ups, and/or customer calls.• Contact customer regarding request from Operations.

Austin, Texas Area

• Worked directly with Customers to provide fulfillment and logistical services.• Creating and maintaining reports in relation to client specific inventory and fulfillment.• Repairing and maintaining all client wireless assets in house. • Play a key role in provisioning PDA's and Blackberry's• Creating and maintaining inventory of all wireless equipment for all our clients on a monthly basis.• Processing and maintaining all purchase orders for supplies and anything needed for the Fulfillment/Logistics dept.• Creating and editing of Standard Operating Procedures work instructions for my departments.• Constant operation of United Parcel Service, Fed Ex, and USPS. • Cross-train in all applicable Fulfillment/Logistics tasks. • Provide necessary assistance; such as cycle counts, transaction investigation, electronic reconciliation, audited count process, to maintain an accurate assets inventory.• Maintaining a SAFE and CLEAN work environment.• Act as the central point of contact for all requests in regards to the fulfillment and logistics team.• Support implementation and ongoing execution of performance management and learning management systems within the fulfillment and logistics team.• Recommend supplemental training aids and help develop them.• Liaise with suppliers to ensure level of quality is maintained.• Stay abreast of trends and developments in the training for Logistics and fulfillment and recommend improvement.• Liaison for the Fulfillment and Logistics team in all escalations and process flows. • Handling all miscellaneous administrative tasks that are requested.• Scheduling appointments for trainers to meet with doctors to a special client specific project.• Calling users to retrieve units that were not being used per program specifics.• Answering calls.• Making outbound calls to carriers and vendors. • Handling any and all miscellaneous tasks that are requested.

Austin, Texas Area

• Scheduling appointments for trainers to meet with doctors to a special client specific project.• Calling users to retrieve units that were not being used per program specifics.• Act on and follow through on all logistics requests within the required time frame.• Regulatory support as needed: correspondence, file maintenance, data entry on a daily basis.• Maintaining a SAFE and CLEAN work environment.• Creating and maintaining reports in relation to project specific inventory.• Processing and maintaining all return kits specific to project. • Minor repairs on client specific devices.

Austin, Texas Area

• Calling customers and assisting in getting their credit back on track. • Served as interpreter and translator for Spanish customers.• Track daily productive by data entry on spreadsheets and computer software.• Under supervision, we are assigned to continuing responsibility for investigation, analysis, and follow up for collections of overdue accounts.

Austin, Texas Area

• Processing lab specimen’s urine, blood, fecal samples.• Keeping area in neat and clean. • Also handle all miscellaneous administrative tasks that are requested.• Performs clerical tasks such as filing, typing, labeling and billing; inventories and requisitions supplies and materials.• Performs standard laboratory procedures such as maintaining cell cultures requiring the use of sterile technique, processing tissue samples and preparing slides using staining techniques.• Compiles data and assists in routine preliminary analyses; maintains research data in laboratory notebook, writes summary reports and reports findings to investigator.• Collects samples or data and performs lab analysis and/or quantifies and tabulates results.• Organizes supplies, materials or equipment and sets-up equipment for laboratory experiments or demonstrations; may perform minor equipment maintenance. • Maintains detailed records of controlled substances in the laboratory; packages waste material and arranges for disposal according to established procedures.

Associates, Criminal Justice

High School, Music