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Front-of-House Management New Volunteer Orientation and Training

Administrator for live community theatre

Quotes and Authentication Representative (Financial/Brokerage Service Industry)• Providing clients with real-time stock quotes• Client Services (inbound call center environment)• Account verification/authentication• Technology Support and assisting clients with website navigation• Tier 2 Sales Lead Generation – top 5 in team service to saleso Customer Satisfaction Index = 95% based on 20 surveyso Top 3 on team in availability and adherenceo 131 Tier 2… Show more Quotes and Authentication Representative (Financial/Brokerage Service Industry)• Providing clients with real-time stock quotes• Client Services (inbound call center environment)• Account verification/authentication• Technology Support and assisting clients with website navigation• Tier 2 Sales Lead Generation – top 5 in team service to saleso Customer Satisfaction Index = 95% based on 20 surveyso Top 3 on team in availability and adherenceo 131 Tier 2 leads in 2 months Show less

Installation, training and technical support of Aloha point-of-sale systems for the hospitality industry

Implementation of online ticketing system ­ OvationTix by TheaterMania OvationTix setup, administration, and technical support Box Office management and patron services management Press releases, audition notices, publicity photos, and e-letters Marketing, including email marketing using Constant Contact Program layout using InDesign

Systems migration/conversion to SAP SAP Systems Training ­ primary job role o Curriculum Development ­ SAP CRM & FICO Modules o Training Facilitation ­ SAP CRM & FICO Modules o Training frontline call center customer service personnel, Supervisors, Managers, and Account Managers on how to perform current job roles with the new SAP system Process training Project Management

Internet and Web Presence Marketing Google AdWords and Yahoo Sponsored Search Specialist Web Analytics, including Google Analytics Instructional Design, Curriculum Development, Training Facilitation Project scope: Design, implement and track results of training initiative for developing effective online pay-per-click marketing campaigns for Google AdWords and Yahoo Sponsored Search… Show more Internet and Web Presence Marketing Google AdWords and Yahoo Sponsored Search Specialist Web Analytics, including Google Analytics Instructional Design, Curriculum Development, Training Facilitation Project scope: Design, implement and track results of training initiative for developing effective online pay-per-click marketing campaigns for Google AdWords and Yahoo Sponsored Search Curriculum and training tools included presentations in Adobe Captivate, e- learning modules, hands-on activities, exercises, quizzes, and job aids. Also measured effectiveness of the training with tests and actual evaluation of campaigns created and published online to monitor the ROI. Creation, testing, evaluation, and ongoing maintenance to produce successful/optimal marketing campaigns Conversion tracking and improvement Lead Optimization Trainer and Curriculum Developer Quality and Service Assurance Coaching Sales Coaching, Call Center QA Training Internet Operations Trainer ­ Product, Process, Systems, and Sales Developed and supported iCare procedures that directly contributed to improved Customer Satisfaction Index by 1.64 points (based on a maximum 5 point score) Increased revenues, customer satisfaction, loyalty, and retention by consulting with top- tier advertisers on SEO strategies Ensured customer satisfaction by training customers and support staff on SuperPages.com products and services Troubleshooting and resolution of customer support issues Show less

Development and Facilitation of course curriculum for Point-of-Sale systems for the Convenience Store industry Technical Support ­ Researched and identified root cause of software/system support issues and resolved the problems.