Jana-Marie Mccormick Email and Phone Number

· Assist in gap analysis for operations in several client projects· Create and edit tools and documentation for newly implemented processes· Create training for industry-standard concepts and practices· Analyze products and procedures to determine cross-teamstandards and develop standard trainings, reaching a largertarget audience· Participate in job shadowing, take calls, and process live items to keep knowledge current· Facilitate training projects for cross-client and cross-department initiatives· Coordinate training and gap analysis for client conversions· Serve as designated trainer for two processing verticals· Designated Contact Center trainer for several carrier clients· Assist in new employee onboarding

· Assist in gap analysis for operations in several client projects· Create new tools and documentation for newly implemented processes· Create training for industry-standard concepts and practices· Analyze products and procedures to determine cross-teamstandards and develop standard trainings, reaching a largertarget audience· Participate in job shadowing, take calls, and process live items to keep knowledge current· Facilitate training projects for cross-client and cross-department initiatives· Coordinate training and gap analysis for client conversions· Serve as designated trainer for two processing verticals

· Assist in gap analysis for operations in several client projects· Create new tools and documentation for newly implemented processes· Create training for industry-standard concepts and practices· Analyze products and procedures to determine cross-teamstandards and develop standard trainings, reaching a largertarget audience· Participate in job shadowing, take calls, and process live items to keep knowledge current· Facilitate training projects for cross-client and cross-department initiatives· Coordinate training and gap analysis for client conversions· Serve as designated trainer for two processing verticals

· Co-developed and delivered call performance enhancement modules for the New Associate Onboarding program, which helped associates improve soft skills when taking or making calls· Developed and delivered training for key contact center initiatives across multiple clients· Developed and delivered training for tenured associates across multiple departments and clients· Assisted in the creation of training analysis tools· Created new standard formats forparticipant takeaway materials· Created cross-client analysis tools to help identify standards in certain processes· Developed and delivered training for different client initiatives· Completed gap analysis to identify areas of improvement in several processes

· Assisted in queue management and special reporting· Reviewed error reports and made necessary corrections where applicable· Analyzed error reports to identify trends· Used trend analysis to identify gaps in process documentation· Processed escalations from the client, legal, and the ClientRelationship Manager· Served as the client point of contact for escalations, troubleshooting, and system navigation

· Served as a liaison between SE2 and client teams· Helped the client navigate company platforms and served as point of contact for troubleshooting· Processed escalated case requests sent from the client and internal departments· Assisted management with special projects and reports for both internal and external teams

• Process incoming work items• Provide resource assistance to other associates• Assist in the management of the triage e-mail box for the client and associates• Assist in the handling of high priority cases.

• Respond to customer inquiries• Deescalate high touch situations• Process incoming work items• Train new associates on the floor• Provide resource assistance to other call center associates

• Monitored and responded to e-mails from customers and stores• Worked with the salespeople, managers, other departments, and customers to resolve complaints• Assisted the personnel in Na Hoku, Inc’s 54 stores with requests for specially manufactured merchandise, repairs, and general inquiries• Corresponded with Na Hoku's design and manufacturing teams, as well as with external manufacturers to process repairs and orders for specially manufactured items• Assisted with customer inquiries via telephone, e-mail, and Facebook correspondence• Assisted in special projects to maintain and improve Na Hoku Inc’s Na Hoku and Pearl Factory websites and reorganized the company intranet• Processed Na Hoku and Pearl Factory website orders to ensure accurate and timely delivery• Worked with Distribution and Shipping to ensure accurate and timely delivery of merchandise to customers, stores, and external manufacturers• Assisted customers placing orders via telephone and e-mail correspondence• Received, sorted, and distributed Customer Service mail and inventory transfers• Created mail-outs for newly purchased and customer owned jewelry• Checked merchandise to ensure all quality standards were met prior to sending merchandise to customers • Developed and maintained product knowledge and awareness of industry and marketplace conditions

• Reorganized and consolidated company files• Compiled and completed employee files• Updated current and past employee files• Proof-read and edited Employee Handbook documents• Updated policies• Drafted memorandums• Created spreadsheets to log income and expenses• Completed bank deposits• Created Bank Deposit Logs to cross reference deposit amounts with reports• Logged the Daily Sales/Income reports• Reconciled actual income with revenue reports and reported discrepancies• Created monthly income/expense reports• Filed all receipts• Tracked and logged business deliveries• Maintained all records for parties and group functions• Updated the event calendar• Updated the Facebook Page with event and promotional flyers and statuses• Managed email campaigns• Called customers holding parties to finalize details and answer inquiries• Placed cake orders• Completed change runs for the Point of Sales• Greeted customers• Operated the Point of Sales• Closed and balanced the Point of Sales• Answered customer inquiries• Ensured customer satisfaction in all activities• Ran Laser Tag• Completed token runs• Refilled tickets in games• Cleared token jams• Made food at the Castle Cafe• Maintained the cleanliness and sanitation of various areas of the facility, including the arcade games• Handled customer and/or employee disputes• Served as a hostess for parties and gatherings for groups ranging from ages five to forty• Led guests through bowling, golf, and laser tag• Took the children on bathroom breaks• Kept parents informed of the children's whereabouts• Completed cash-out forms• Served food• Handled complaints• Created and planned events, specials, and promotions, including creating and implementing Rascal's Military Appreciation Night• Created promotional flyers• Worked to increase sales by up-selling• Completed refunds per company policy• Arranged and ran staff meetings

• Oversaw all student-run events• Managed yearly budget• Allocated event budgets• Oversaw all Board spending• Logged all expenses and incoming revenue• Served as a liaison between the Board and our supervisor• Mediated Board disputes• Coordinated weekly group meeting times and bi-monthly one-on-one meeting times with each member of the Board• Held group meetings• Held one-on-one meetings with paraprofessional (student) and professional staff• Edited emails• Organized program evaluations• Created program checklists• Created worker evaluations• Researched venues, artists, and supply companies for cost efficiency• Chaired large scale events (i.e. 12 Hour Dance-A-Thon Benefit)• Handled issues in the event planning process (i.e. contract disputes, payment negotiations, online order and shipment errors, etc.)• Handled complaints from artists, venue managers and representatives, and/or students in attendance at events (before, during, and after events)• Followed up on contracts and disputes to ensure that all parties were content with the resolution• Copied all Program ads and paperwork• Faxed contracts, invoices, and payment authorization forms

• Took Roll Call at Student Senate and Budget Meetings• Transcribed Minutes from Student Senate and Budget Meetings• Created archive of student officers• Assisted in the organization of student Senator Training• Took notes of Executive Board meetings• Coordinated meeting times and Office Hours based on the Executive Board's schedules • Served as the liaison between University Administration and the Student Senate• Advocated for the student voice• Sat in University Councils• Chaired the Christmas for the Troops Benefit Committee• Attended Belmont City Council meetings• Served as a liaison between the students of the University and members of the Belmont City Council (including the Mayor)• Hosted a Voter Registration BBQ• Hosted an Official Candidates' Forum for the City Council Elections

• Edited papers for organizational and grammatical errors• Helped students brainstorm paper ideas• Helped with thesis development• Helped edit emails, speeches, and personal statements• Helped students read through and understand difficult material• Completed evaluations of students' writing proficiency• Made copies of student grammar modules• Created Writing Center student portfolios

• Organized events for the student body• Served as event chair, creating timelines, delegating tasks, and allocating budgeted funds• Gathered student feedback to create new events as well as new themes for traditional events• Researched different artists, venues, and supply companies for the most cost efficient option• Emailed organizations for price quotes• Contacted artists and venues to create contracts and bookings for events• Created flyers to advertise events• Took inventory of supplies• Checked in students and guests and collected payments at large scale events• Answered any inquires at events and worked to ensure attendee satisfaction

• Attend weekly Student Senate meetings• Serve on University Councils and Committees• Vote on student governance matters• Vote on student budget requests• Serve as a liaison between my constituents and the Student Senate