Immanuel Clarke Email & Phone Number

Marlborough, Massachusetts, United States

● Create tailored reports and dashboards through Salesforce for several teams as a company Salesforce Administrator● Prepare Salesforce trainings and provide ongoing Salesforce support for multiple teams● Coordinate global demonstration unit deployment of newly released equipment with internal and external stakeholders● Manage software products license server to review contract renewals and respond to customer software inquiries

Waltham, Ma

● Analyzed incoming call volume and provided explanations of data in briefings with the Director of Operations● Collaborated with other department supervisors to revise and replace Member Care policies as needed● Supervised chargeback operations which included managing dispute representatives and method of payment queues

Waltham, Ma

● Led training sessions and revamped training materials used for new hire training as well as cross-team training● Analyzed monthly escalation data and oversaw escalation representatives as project manager● Assisted in supervising and holding regular one-on-one’s with representatives on the U.S. Call Center team

Waltham, Ma

● Responsible for resolving inquiries while providing conscientious service meeting department guidelines● Demonstrated attention to detail daily while accurately documenting and tracking all contacts● Exceeded quality assurance and customer satisfaction standards resulting in several merit increases/bonuses

Greater Boston Area

● Kept up to date on state and county abandoned property policies across the U.S.● Managed day to day operations making sure all department goals and deadlines were met● Reviewed and gave final approval on claim packages prepared for our clients to be mailed to state agencies

Greater Boston Area

● Searched online state abandoned property databases on behalf of corporate clients● Conducted research through Lexis Nexis and Secretary of State databases to obtain supporting documentation● Scanned and submitted claim packages and continued dialogue with respective state agencies through payment

● Prepared various sales team operation reports utilizing Excel and SAP ● Assisted in KPI reporting covering KPI effectiveness, sales plans by division, and budget recaps● Performed ad hoc reports and information gathering.

● Filled out attendant sign-in sheets, and kept track of hours worked● Provided basic technical support to lab users● Made sure all computers were working and reported any malfunctions● Kept up to date by reading through any updates from my email and the logbook