Jamie Rhode Email & Phone Number

Clearwater, Florida, Us

- Managed team of up to 20 Inside Sales Representatives (ISRs) handling inbound calls from customers using CPAP therapy- Coached team to achieve monthly individual quality and productivity goals; team maintained highest average quality score among all inbound CPAP sales teams throughout 2020 despite multiple changes to quality requirements- Provided support to ISRs for escalated calls and customer questions- Trained ISRs on new policies, procedures, and products, and provided refresher training as needed- Maintained adherence to HIPAA privacy protocol at all times and ensured ISRs did the same- Developed standard operating procedure (SOP) documentation and policies for a new team of representatives handling escalated customer issues; defined the team’s mission, scope, responsibilities, and prerequisites, and presented the plan to directors

San Francisco, Ca, Us

● Handled highly sensitive issues involving user behavior or safety incidents on the platform, such as motor vehicle collisions with injuries, assault, harassment, and discrimination● Protected and maintained the safety and integrity of the Lyft platform and brand by: ○ Taking ownership of escalated cases and acting as a caring, empathetic point of contact for individuals involved in or related to the incident, including drivers, passengers, third parties, insurance adjusters, attorneys, and law enforcement ○ Exercising good judgement, excellent communication skills, and attention to detail when investigating escalated, highly visible reports to ensure appropriate actions are taken regarding drivers’ and passengers’ future engagement with the Lyft platform● Mentored new hires and assist with training on internal processes, procedures, and standards of work, as well as advise on steps to take to realize future career goals● Identified, developed, and implemented process improvements impacting the customer experience● Developed training materials for collisions to provide additional context and background on claims processing in an effort to reduce errors and costs associated with mishandled claims● Achieved #1 rank in Trust & Safety department in Q3 and Q4 2018 based on quality metrics

San Francisco, Ca, Us

● Handled inbound calls and emails from individuals reporting safety emergencies and accidents● Evaluated reports to determine level of escalation; drafted reports, warned drivers about behavioral or driving safety infractions, or decided to disable or offboard users if necessary● One of six agents selected to launch a pilot program in July 2017 targeting drivers temporarily deactivated following vehicle collisions: o Improved driver experience by reviewing drivers’ accounts for early reactivation while investigation was still ongoing; the pilot reduced time drivers spent deactivated by over 50% o Took on a leadership role within the program by designing procedures and drafting updates to standard email communications (macros) to drivers o Supported other agents during the deployment of training to the rest of the department● Conducted interviews as needed to assist in the hiring of new agents to grow the department

Basking Ridge, Nj, Us

• Handled inbound calls from customers on a wide range of issues including calling plans, device upgrades, troubleshooting, and billing• Solved complex problems by building trust with customers and offering personalized solutions to fit their needs• Assisted teammates with questions that arise during their interactions with customers• Earned top ten performance ranking in center out of approximately 300 representatives

Cambridge, Md, Us

Managed classrooms in middle school and high school in all academic and arts subjects while the permanent teacher was out

Randolph Afb, Tx, Us

• Attended rigorous 9.5-week Basic Officer Training program; completed academic portion of the program with excellent marks• Course designed to teach OTs how to effectively manage subordinates; included four different leadership exercises in which OTs led teams and participated• Prepared and delivered two briefs with accompanying presentations and research papers• Created approximately six reports per week for review by commanders

Farmington Hills, Us

• Provided customer service to 90+ customers per day on inbound and outbound calls via: - Drafting and remitting documents and letters to customers and approved third parties, such as credit reference letters, lien releases, and letters of permission to ship vehicles overseas; - Providing technical support for the customer-facing website and instructing customers in its operation; - Explaining terms of simple interest contracts and auto loan process from initial application to payoff, including federal regulatory procedures such as credit reporting, insurance claims, and titling issues, in both verbal and written format.• Handled low-level collections accounts, including setting future payment arrangements• Followed company policies and procedures to protect customers’ privacy and prevent fraud• Member of Eureka committee and completed Lean Six Sigma training with committee, September 2013 - Evaluated efficiency improvement ideas submitted by employees and researched their viability - Created training materials for implemented ideas• Won company-wide award for customer service excellence, April 2013

Carle Place, Ny, Us

• Created orders for $3 million in sales in two computer programs during two special sales events• Ordered furniture from databases and managed inventory to ensure that correct pieces were ordered or taken off sales floor• Ensured quality control by collaborating with Guest Services Representatives, salespeople, and managers to troubleshoot issues on invoices related to item numbers, prices, sales tax, and delivery information• Counted and reconciled inventory in three stores in the Jacksonville area and prepared reports for management• Trained new employees on all procedures described above

• Maintained knowledge of five weight loss plans, along with their stabilization and maintenance elements• Assisted clients at initial consultations and biweekly weigh-ins• Maintained knowledge of over thirty vitamins, herbs, and supplements, their uses, dosages, and contraindications in order to recommend them to clients based on the client’s need• Answered client questions about their weight loss plan and any supplements they take• Answered phones, took lead calls, and sold weight loss plans, products, and supplements

Brentwood, Tennessee, Us

• Responsible for all office administration and client support duties, including processing tax returns, scheduling meetings, and verbal and written communication with clients: - Wrote email and postal correspondence to individual and small business clients daily concerning their tax returns, monthly bookkeeping, and upcoming meetings and instructed them how to proceed• Managed Accounts Receivable by creating billing documents, sending past due notices, and receiving payments in QuickBooks• Trained in corporate governance regulations to maintain small business clients’ good standing with the State of Tennessee, such as filing annual reports and properly creating and shutting down corporations and LLCs: - Among others, drafted letter describing services offered by our firm acting as Registered Agent for the company and explained why annual reports must be filed with the State of Tennessee and the consequences of not filing; payment of invoices and filing of annual reports increased by 30% as a result• Researched corporate governance regulations in other states for clients and filed forms with foreign states to start and maintain operations on clients’ behalf• Identified and solved problems with efficiency and communication with clients

Business Administration, Music Business

Education record