Jake Mcgrath Email & Phone Number

Miami, Fl, Us

Miami, Florida, Us

San Francisco, Ca, Us

New York, Ny, Us

Promoted to train, coach and develop a team of 25 new customer service reps. Training initiatives include customer service delivery, sales, corporate culture/systems, quality, performance objectives, productivity, call management, performance improvement customer interaction, and problem resolution. Answered escalated calls from customer service vendors.> Trained team members on providing a positive customer experience through effective communication skills and technical competence. Observed, monitored, motivated and coached new associates during on-the-job training.> Worked across diverse business groups and cross-functional teams to leverage and share best practices. > Worked with management and reps to evaluate individual performance and address processes for strengths/opportunities, identify root causes and formulate improvement plans.> Ensured customers were completely satisfied with their services/products and resolved issues on a first contact resolution basis.> Served as liaison with other areas of the organization to provide a seamless service experience.> Ensured the highest possible degree of staff compliance with quality and customer service standards.

New York, Ny, Us

Initially placed in an administrative role by a staffing agency and was hired to full time customer service rep to provide technical support and handle customer service inquiries received through the call center in accordance with established company policies and procedures.> Actively listened, researched and responded promptly and accurately to customer inquiries, issues, and requests, in a manner that met the standards for service and call quality.> Reviewed and processed (data entry) orders for College Board publications and Programs into the Board’s internal ordering systems (IOT and FAI) in accordance with established company policies and procedures.> Developed comprehensive knowledge of the College Board’s products and services, including attending training classes as needed. > Responsible for meeting individual quality and monitoring goals set by the department, while creating routine reports of information as needed. > Received multiple recognition awards for excellent Customer feedback throughout tenure.> Consistently in the top 2 out of 75 reps for exceeding quality performance standards.

Bethesda, Md, Us

Worked while attending school at the corporate office for this Commercial Real Estate/Property Management company with 150 employees in DC, MD, and VA. Assisted with a wide range of HR functions including payroll, new hire paperwork, policies and procedures and employee relations. Purchased and tracked office/equipment supplies. Also assisted with administrative and accounting functions as needed. > Processed changes in payroll for personnel, process automated payroll, and process invoices for contractors using ADP.> Maintained up-to-date employee files for staff and contractors. Maintained and updated Company Procedures Manual as needed. > Processed and entered data on new hires, distributed and collected associated paperwork and contracts, document time off, etc. > Monitored, documented and enforced Employee Procedures as outlined in the Company Procedures Manual.> Reconstructed company HR database and completed administrative work vital to 40+ properties exceeding 9 million sq. ft.> Prepared job-postings and conducted sourcing and recruitment of qualified candidates for all departments.> Maintained accurate and confidential human resource records and employee files. > Recommended new approaches, policies and procedures to effect continual improvement to the onboarding process.> Maintained excellent communications and positive relationships with employees to promote employee satisfaction.