Member of team managing all aspects required to to bring clients on-board with Dealertrack of Cox Automotive, including compliance approval with the CA DMV. This involves multiple interactions acting as intermediaries between the client and DMV. Responsible for reviewing/approving all sales contracts, order forms, and applications, building the client account in the back end of our web software, and maintaining those accounts with all future changes and state compliance issues.● Work closely with the sales team to make sure clients are in compliance with CA state requirements and able to be onboarded into the Dealertrack system.● Transition client to the client training team once the contracts are approved, state approvals have been received, and the client account created in the back-end system.● Support the client through ongoing interactions with the sales, training, and client service teams.● Interface with the software engineering team on issues and updates that affect the product.● Identified and implemented improvement in the incoming request handling process for the contracts team.

Call center representative supporting web-based systems allowing private business to perform DMV services. Provided customer service, technical troubleshooting, and California DMV policy information via phone and email. Additional duties included researching both policy and technical issues, gathering and creating documentation, and interfacing with multiple departments to increase the efficacy of the CA support team as a whole.● Consistently excellent client reviews. Highest department QPA average 2020 Q3 and second highest Q2.● Researched and documented solutions for CA DMV errors previously indicated as needing to be processed offline, thereby improving both client experience and company revenue.● Created new material and improved usability of existing documentation, increasing speed and accuracy of troubleshooting and information delivery teamwide. Downstream effects include quicker call resolution and decreased wait times.● Appointed to co-manage team documentation research and creation within two months of joining the team.● Developed training material for new team members resulting in a quicker transition to effectiveness.● Established relationships with multiple departments to improve communication and knowledge transfer.● Developed improved processes, such as a streamlined method for resolving dropped transactions.● Identified gaps in policy implementation, saving the company previously lost revenue.

Professional Harpist – Classically trained self-employed musician responsible for all aspects of freelance business, including marketing (including website design/creation and search engine optimization), booking, customer service, and performance. Known for creating arrangements of music never-before performed on the harp.● Played for the National Touring Company’s production of the Phantom of the Opera at the Civic Opera House in Chicago.● Played with performers such as the Moody Blues, Kansas, and Dave Brubeck.● Principal Harpist of orchestras and ensembles across Illinois and Wisconsin, such as Concertante di Chicago, the Peoria Symphony, the Waukesha Symphony, and the Northshore Wind Ensemble. ● Performed for corporate clients and organizations, some on a recurring basis, such as the Art Institute of Chicago, Jones Lang Lasalle, and Hyatt Regency Hotels.● Multiple time winner of Wedding Wire’s Bride’s Choice Awards, awarded to outstanding wedding professionals nationwide.● Known for creating playlists and arrangements of music never-before performed on the harp to suit client needs, such as Metallica, Bollywood themes, Jason Mraz, and Luther Vandross.● Harp teacher with extensive experience teaching and mentoring, including providing customized lessons tailored to individual learning needs and preferences. Students aged 4 to 80.● Designed, created, and maintained business website, including search engine optimization (SEO).

Company-wide director for a start-up firm providing entertainment and events services with sites in multiple states. Responsible for call center operations, customer service, quality control, event scheduling, staff management, and daily site operations of some sites. Focused on adding structure and process where needed.Accomplishments:● Transformed disparate, manual customer relationship processes into a single, documented process. ● Introduced a third party CRM system for managing customer relationship data, configured how that data fed into the system, and provided documentation and training on its use.● Devised and implemented innovative use of existing booking system to preserve historical customer booking data despite limited budget for booking system resources.● Improved overall process for company-wide use of the booking system, and provided documentation and training for the new process.● Developed, documented, and trained staff in procedures to bridge integration gaps between various company systems such as the booking, CRM, and liability waiver systems.● Established a consistent process of investigating customer reviews, including implementing changes where needed, relaying feedback to staff, and escalating to company owners as appropriate.● Improved employee involvement in company processes by soliciting feedback and suggestions.● Customized entertainment and party packages tailored to customer needs for both individual and corporate clients, including cross sales of different activities.● Revamped content on company website with updated service offerings and booking procedures.

Sole customer-facing service representative for maker of custom laser tag equipment. Responsible for all post-sales interactions with customers; including scheduling and fulfilment of new orders, maintenance and repairs, parts orders, technical support, and general inquiries. Managed interactions between management, sales, production, and tech support staff.Accomplishments:● Drove a turnaround in customer satisfaction, from generally negative to highly positive, through improved communication with customers and more timely and correct order fulfilment.● Streamlined company-wide workflows by driving improvements in production scheduling and inter-team communications, dramatically improving ability to meet deadlines.● Updated, standardized, and integrated systems for invoicing, customer database, and customer--facing tools, significantly streamlining company-wide efficiency.● Used knowledge of company products, services, and customer needs to significantly revamp customer-facing web tools, improving ease of use and self-documentation.● Established proficiency in first-line technical support, reducing escalation to senior technicians.● Updated, corrected, and expanded the company website to provide customers with better information about the company’s products, services, and procedures.● Produced previously unavailable end-user documentation for the company’s products.