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