Jacques Potter Email & Phone Number

-Supervise, coach and develop employees in supporting WSECU’s Brand-Coach Contact Center team members to embody WSECU Member Experience principles and Contact Center core values-Collaborate with peers and staff to successfully navigate an ever-changing environment and achieve the Contact Center’s goals and objectives-Make strategic decisions in response to.

Olympia, Washington, United States

-Communication liaison and knowledge resource for credit union staff to ensure consistency and accuracy of information for all members and staff-Compose written communications in response to service inquiries including in-department, inter-department communications, member letters and peer coaching-Assist the leadership team in the real-time operations of.

Olympia, Washington, United States

-Promoted to Team Lead position-Served as a brand ambassador for members-Expert and first point of contact, over the phone, for all member account topics-Showed flexible problem solving by actively guiding and educating members for a tailored solution-Provided detailed and thorough troubleshooting for our Digital self-service options-Quickly adapted to.

Winlock, WA

• Managed project to create SQL database for inventory tracking and product creation needs assessments, providing database maintenance as needed
• Managed project for construction of building for product manufacturing
• Trained owner in use of database and provide continuous improvement
• Install and configure computer hardware, software, systems, networks and printers
• Monitor and maintain computer systems and networks, repairing and replacing equipment and upgrading service as necessary

Oregon City, Oregon

• Junior Project Manager
• Developed and delivered project charter for virtual project management office at a large urbane community college environment with the goal of reducing waste and improving efficiency
• Executed needs assessment for virtual project management office and for one common project management information system
• Interviewed subject matter experts in a variety of disciplines to identify culture to create a common goal of reducing waste, cost and increasing quality of service to students and staff
• Reviewed project status in information access system and updated historical data
• Reviewed and documented current project status in MS ProjectInformation Services Technician

Tigard, OR

• Managed 18-22 agents increasing production by 12% to 21% with average of 18% while increasing the number of net promoter calls from 5% to 17% over 6 months
• Provided excellent customer support by deescalating customers through active listening, empathy and solution focused communication
• Trained and coached agents and managers in the use of Microsoft Office suite
• During first 2 months of transition to site closure increased production by an additional 15% and increased the number of promoter calls by 8% with reduced agent production hours
• Worked with Incident Mission Control and System Access Team to trouble shoot problems with computer systems and provided basic technical support to agents, managers and cross departmental managers
• Diagnosed computers and software to resolve technical issues

Tigard, OR

• Provided customer service to escalated customers resolving concerns and complaints regarding fraud on their accounts
• Supported project for implementing and integrating Fraud Identity Team department into the new site
• Subject matter expert in Policies and Procedures for continued process improvement
• Monitored and scored agent work
• Coached agents to the departmental expectations and government regulations
• Collaborated with IT Department by performing analysis and troubleshooting to resolving technical issues in Windows 7 VDI environment, and third-party software

Tigard

• Provided customer service to escalated customers resolving concerns and complaints regarding fraud on their accounts
• Supported project for implementing and integrating Partnership Identity Fraud department into the new site
• Subject matter expert in Policies and Procedures for continued process improvement
• Monitored and scored agent work
• Coached agents to the departmental expectations and government regulations
• Collaborated with IT Department by performing analysis and troubleshooting to resolving technical issues in Windows 7 VDI environment, and third-party software

Tigard, OR

• Promoted to Floor Supervisor
• Gained 2nd place status in the queue within 1 week handling complaints and educating customers on responsibilities while ensuring compliance with regulations
• Excelled at deescalating customers through active listening and solution-based communication to obtain agreements to start a payment plan for collection purposes

West Linn, OR

• Educated potential businesses to increase profit through internet marketing campaigns
• Managed campaigns to ensure performance was above standards

Portland, Oregon Area

• Acquired new business accounts through a variety of lead generation techniques
• Acquired new merchant accounts and maintained an existing client portfolio
• Negotiate pricing with customers within the established guidelines
• Maintained reports and contact log for purposes of tracking sales and growth

Computer And Network Administration, Computer Systems, Computer Networking And Project Management, 3.93

Activities and Societies: Phi Theta Kappa

Business Management, Business, Management, Marketing, And Related Support Services

Paralegal