Julia Opella Email & Phone Number

Ocean Springs, Ms, Us

Aurora, Colorado, United States

•Screen candidates, conduct interviews, and onboard an average of 8-10 new employees each quarter.• Design, develop, implement and manage a comprehensive training program, employee engagement plans, and knowledge bases for new hires and existing employees, ensuring that all curriculum addresses specific training needs and company requirements.•Design and deliver creative, engaging and impactful training sessions using adult learning theories, instructional design, and traditional and modern training methods in a one-on-one or group setting.• Track and analyze key performance metrics and customer interactions to offer actionable coaching and maintain overall average employee performance rates of 92%.• Serve as a key communicator between operational and client success teams, relaying client insights to inform and promote ongoing service enhancement.

Remote

• Guided customers to industry-specific resources while delivering excellent service via live chat.•Consistently achieved and exceeded daily service quality and performance objectives of 90%.• Engaged in continuous training on various client industries and SiteStaff performance requirements to enhance chat response efficiency.• Maintained composure and professionalism to effectively de-escalate challenging customer interactions, and maintain a first-interaction resolution rate of 96%.

Master'S Degree, Psychology

Graduated Magna Cum Laude

Bachelor'S Degree, Psychology

Activities and Societies: Member, Psi Chi; Member, Honors Alliance; Member, Women in STEM Graduated Summa Cum Laude