Julie Nielsen Email & Phone Number

Fort Collins, Co, Us

Fort Collins, Co

Fort Collins, Colorado

Fort Collins, Colorado

• Supported the Director & Leadership Team by managing calendars, scheduling, meeting preparations,note taking, expenses, travel, survey analysis & team builders• Served as Otter Cares Ambassador & Chairman since 2014; planned and streamlined volunteer events improving volunteer participation in the department by 14% YoY • Flying Otter Award Winner April 2015• Launched employee recognition programs improving employee engagement: Pin Recognition Program, Otter’s Choice Awards, Otter World Records Wall, quarterly contests, Customer Service Appreciation Week, Picnics and celebrations• Organized & hosted Customer Service Cross Functional Training sessions for key stakeholders (CS 101 & CS 201)• Worked alongside Recruiting Vendors: Planned job fairs and assisted with new hire training check in

Fort Collins, Colorado Area

• Managed and created databases for tracking agent performance for a 300+ agent call center on a daily basis• Created and maintained a structured database used for incentive payouts based on department key performance indicators• Coordinated a more efficient process used for reporting and analyzing Net Promoter Score data• Responsible for creating and maintaining a process for LifeProof Net Promoter Score surveys• Created and communicated reporting and analytical tools for more efficient agent coaching• Independently partnered with the Otter Email Marketing team to communicate and measure customer satisfaction• Investigated and analyzed root causes of order fulfillment errors and poor customer satisfaction scores• Acted as Customer Service liaison with Distribution Center; managed order errors, refunds, and immediate shipments• Team leader of Accountability Action Initiative Plan for the Customer Service Operations team• Routinely updated a product parts list and corresponded product inventory levels to the department• Responsible for coordinating approval for all Customer Service payroll invoices in a timely manor• Coordinated monthly CS Operations team builder events, meeting agendas, and luncheons at various locations• Arranged for and organized sample products available for the Customer Service Department

Fort Collins, Colorado Area

• Took on role as part time receptionist at OtterBox Canyon Offices on a weekly basis• Offered an At-Home CSR position as a trusted, top performing agent; assisted the start-up of the program • Helped with Net Promoter Score data collection• Lead At-Home agents in a daily chat room, answered questions and maintained company culture• Assisted 100+ customers daily with warranty replacements and sales orders via phone and email • February Sales Star of the Month - sales of $17,000; two-time runner up

Fort Collins, Colorado Area

• Verified and scheduled members appointments for tennis courts, spa services, and youth programs • Maintained organziation and cleanliness at the front desk while greeting and checking in members• Sold Pro Shop merchandise, managed and balanced registry transactions

Arrowhead Mall

• Answered customer phone calls, booked customer appointments for product repairs at Genuis Bar• Demonstrated strong communication skills with customers and keen product knowledge and over the phone tech support• Spent quality time personalizing customers’ new Apple products• Awarded #2 store globally for outstanding customer service by Apple Inc. Net Promoter Score

Tempe, Az

• Multitasked in a fast paced environment and demonstrated above and beyond customer service• Trained new personnel

Phoenix, Az

• Wrote, produced, and edited sports broadcasts, airing twice a day • Logged sports footage and edited daily sports highlights for the sports segment• Helped crew set up cameras, lights, and live truck at local sporting events in the Phoenix area

Phoenix, Az

• Produced and edited news packages that aired daily on live television• Conducted interviews alongside reporters during breaking news and live broadcasts• Answered police scanners, viewer emails, and phone calls

Phoenix, Arizona Area

• Represented nationwide companies during various promotional events: Alltell, AMP Energy, Bank of America, Jeep, and NASCAR

Scottsdale, Az

• Set up special events for the playing teams, staff, and volunteers• Organized and set-up monthly committee meetings • Raised $5,000+ from local businesses for advertisements in Fiesta Bowl Program

Bachelor Of Arts (Ba), Broadcast Journalism

Bachelors, Broadcast Journalism

Activities and Societies: Study Abroad