Kalli Pettigrew Email & Phone Number

Greater Atlanta Area

• Resolve technical support issues in a timely, effective, and courteous manner via 3 channels ( email, phone, and chat )• Continual interaction with clients, developers, and end users to resolve issues with SCORMS and LMS interactions• Review, test, and identify defects in technical training material, including eLearning modules, simulations, custom portals/LMS platforms.• Assist end-users with Single Sign On issues, possible API issues, etc.• Experienced with ticketing systems such as Salesforce, JIRA• Created and maintained the Technical Support knowledgebase• Trained and Mentored new hires

Marietta, Georgia

Supports applications, software products and IT hardware, Documents and diagnoses issues using ticketing system. Handles problem recognition, research and isolation and resolution steps Responds to inquiries of a technical or complex nature, which require independent thinking

College Park,Georgia

New Hire development in classroom environment utilized ADDIE as well as assisted with all aspects with this ramp up company expanding Comcast products and services. I devoted my best efforts diligently in motivating new hires from facilitiating , assessing the understanding, to on boarding qirh production staff in order for the teams to meet and excel Comcast's strict call center to Wow the customers as well as handling the call with First Call Resolution in mind. As a New Hire Trainer I also assisted with creating and facilitating uptrainings for tenture agents on new lauching products and services and assisted with designing the curriculum (online and in ILT facilitaing). In addtion I worked hand in hand with Operations/ WFM to ensure a smooth transisiton for the new hires and worked with HR to keep documentation for disciplinary issues etc.

Virtual

Promoted to a New Hire Supervisor in 2014, with added supervision and implementation over the creation of training modules and mentoring sessions with new employeesLed a team of 12-15 newly hired employees through training and mentoring in order to exceed in the areas of customer satisfaction and employee performanceConducted new hire interviews and one-on-one coaching sessions to delivery call monitoring feedback and performance evaluations, allowing for consultation on improvementHandled escalated customer calls that may be difficult to resolve for a new hireDeveloped a team of new hires that consistently met or exceeded specific performance metrics including: AHT, Quality, Schedule Adherence, Attrition, ACW, and Tool UtilizationAchieved one of the highest metric scores (Upgrades, ACW, AHT) for new hire teams

Virtual

Promoted to a Trainer in 2012, planned virtual training sessions and activities that provided cohorts of newly hired candidates with the general information to be successful in a virtual call center. focused NPS method of training to drive results Presented training session in a virtual classroom and enforced policies accordinglySet weekly goals for the training team in order to ensure meeting the appropriate deadlinesGraduated 90% of new hire teams from a previously low employee attrition rate

Virtual

Communicated with customers in a virtual call center setting in order to effectively resolve their technical issues, including creating service calls and equipment replacement, if necessaryExhibited excellent monthly metrics, showcasing a dedication to the customer experience and NPS behaviors

Decatur, Georgia

Managed a team of 13 cashiers during point-of-sale transactions at this retail locationTrained new hire employees on various aspects of the duties ex. international logistics, mechandising, equipment usage etcProvided superior customer service by greeting customers and answering their questionsBalanced cash drawers, ensuring accuracy for financial record keepingSet up merrchandising to assit in sales of newly launching products

High Point, North Carolina

Provided service to customers through accepting account payments from vendors and customers, as well as answering any questions or concerns involving account over Internet and phoneResponsible for inputting new customer information and customer scheduling into database maintained the databaseReconciled bank balances and account receivable monthly

High Point, North Carolina

Reduced 90-day customer accounts by 67% with demonstrated experience in accounts receivable and commercial collections; responsible for charge processing of all accounts receivableEstablished consumer credit lines and accounts with domestic and international vendors, while creating credit criteria for new account holders

Coordinated scheduling for medical professionals and respiratory therapists in order to performin-house training for new patients concerning their medical equipment ( DME) and prescriptions’Followed-up with patients and answering any questions that they asked accordinglyVerified insurance coverage and accepted any payments and/or set up payment schedules for patients Submitted medical billing info to appropriate insurance companies in order to clear balance and followed up on and past due accounts

Bachelor Of Science, Human Management Services

Human Services bachelor’s degrees give you essential knowledge and skills to work in the human services industry. This is an integrated.

Certificate, Medical Office Practice

Learned basic medical terminology and have an introduction to medical coding also the importance of scheduling, canceling patients'.

Certificate, Medical Terminology And Medical Coding

Obtained working knowledge of ICD-9 and Medicare, Medicaid & DME billing and Medical Terminology

Information Technology