Coaching the Software teams as they adopt agile practices including Scrum and Kanban.Facilitating scrum events for multiple teams.Collaborating with product and engineering teams to manage backlog and plan sprints.Communicating with leadership teams across the organization to identify dependencies, capture customer feedback, and provide regular updates on team progress.Creating and maintaining documentation for multiple teams, processes, and initiatives.Participating in hiring, onboarding, mentoring, and training of team members.Implementing release management processes leading to higher quality and more frequent releases.Creating user stories and other work items for multiple teams.Collecting and analyzing data to identify areas for improvement and track progress on goals and initiatives.

Directed management responsibilities for team of Tier 1 TSEs, team objectives, morale and culture.Empowered the team to deliver great customer support experiences across multiple channels.Set quarterly individual goals and provided ongoing performance feedback.Evaluated measurement criteria to identify trends and drive improvements in organizational performance, including: customer satisfaction, operating efficiency, and product quality.Worked cross-functionally and collaboratively on process improvements, managing critical issue communications, and delivering on business objectives.Engaged in support of key accounts and escalation management.Established relationships with Customer Facing Teams across the organization.Focused on building an inclusive and fun team culture!

Resolve small business owners’ questions and requests regarding Bluevine’s products via multiple contact channels including inbound calls, outbound call follow-ups, emails, and/or chats with the potential to also address inquiries about our Credit Card product over time.Ensure customer requests are resolved efficiently and effectively while addressing the customers’ stated and unstated short-term & long-term needsLeverage Bluevine’s innovative technology solutions and systems to process customer’s requestsMeet or exceed performance expectations based on key performance indicators across customer experience, effectiveness, efficiency, and other metrics Identify, resolve, and escalate risks and trends that may impact the customer experienceRepresent the voice of the customer by helping to provide product and customer experience feedback along with recommended enhancements

In this position, I was at the forefront of communications for our company. I assisted customers via email and chat, conducted extensive research to ensure questions and concerns were properly handled, as well as, assisted the leadership team through different roles of management.

In this position, I assisted customers with needs provided through their Federal Student Loans that are highly delinquent, achieved quarterly goals, worked in a fast pace environment, made outbound calls, and walked the call floor providing assistance to agents.

In this position, I advised customers on student loan repayment options, explained interest accrual and other factors of repayment to new and existing borrowers, provided technical support--- all while providing top customer service.

In this position, I am being trained on managerial skills, handling and being responsible for large amounts of money, training incoming baristas, delegating tasks, closing, and opening stores, placing and receiving incoming orders, daily operations and taking on the responsibility of managing on a daily basis.

In this position I have been trained to work with children and other staff to create lesson plans every day for the entire summer, CPR certification, child care licensing approval, ability to be responsible for 30 plus children 10 hours a day, billing, money management, and worked with donations whether it be receiving them or going out and looking for them.

In this position, I was trained to pay attention to very fine details and memorize them all, serve, clean, work the register, and make every experience a positive one for our customers.

In this position, I was trained to work with children, teenagers, and adults. Serving food, organizing the stock room, working events, cleaning, cash register, preparing for large events such as weddings, decorating and creating table displays.