Acclimate company new hires to the business and conduct orientation sessionsDirect and deliver structured learning experience for contact center hires and proctor final examDirect and deliver structured learning experience for division-wide training on new product/process launchesCreate and maintain process documentation for cross-departmental useCoordinate software testing sessions to detect bugs/errors and request system alterationsCreate and publish product, system and process updates/announcements, both company-wide and team specificCreate and develop multimedia (audio/video) content for internal company announcements, external promotional process videos and IVR process. Assess contact center knowledge through call evaluations and monthly quizess to ensure continued product and system knowledgeComplete evaluations for cross-functional Operations Teams using established interaction monitoring guidelines Monitor and process mailing operations of adverse action letters and financial document requests

Acclimate company new hires to the business and conduct orientation sessionsDirect and deliver structured learning experience for contact center hires and proctor final examCreate and maintain process documentation for cross-departmental useCreate and publish product, system and process updates/announcements, both company-wide and team specificAssess contact center knowledge through call evaluations and monthly quizess to ensure continued product and system knowledgeComplete evaluations for cross-functional Operations Teams using established interaction monitoring guidelines Monitor and process mailing operations of adverse action letters and financial document requests

Complete weekly evaluations for cross-functional Operations Teams using established interaction monitoring guidelines Provide written and verbal feedback to representatives on areas to improve performance, procedures, and driving towards an Effortless ExperienceMaintain current knowledge of updated product/services, and process changes for operationsParticipate in regular calibration sessions to ensure alignment with evaluation scoringAssist in providing trend and actionable data to management teams and OpEx, as neededMake recommendations for monitoring changes and enhancements based on identified trendsCreated single scalable form for evaluating external and internal interactions within individual departments

First Level point of contact for escalations, complicated account management or at risk filesChampion issue resolution with both internal and external customers with both timely follow up and thorough resolution Perform weekly required quality assurance evaluations for various communications throughout the DepartmentServe as subject matter expert for questions, training and assigned projectsAttend weekly meetings to assist in identifying areas of departmental improvement, present actions plans and support in end-to-end resolutionMaintain levels of confidentiality with both business and employee information

Provide property owners and contractors assistance and support on the phoneCollect energy-efficient home improvement product and financing information to approve projects for financingProvide over the phone sales support to contractors while in-home with property ownersWork with cross-functional teams to increase application and funding metrics and improve and standardize the customer experience and financial processStrive to meet both independent and team goals for productivity and qualityEnsure property owner's private informations remains safe and secure

Coordinate and oversee contracted jobs to run smoothly onsiteTrain employees and assist with employee/customer questionsStreamlined customer service training process for new hiresPrepare clerical bags for jobs, cash for deposits and deposit checksPrepare and check forms for submission

Coordinate schedule to ensure a technician is available at services or eventsOperate sound board/computerEnsure items needed are present, working, and set up properly at each eventEntrusted with keys and security code to access building off-hours

Answer phone calls, and respond to emails, provide various informationCreate/Finalize documents for approval and final printing

Planned 2 weeks of summer activities for childrenCoordinated sign-ups, scheduling, facilities, volunteers and suppliesRe-arranged class sign-ups and facilities for easier use in future

Register guests upon arrival, inform them on campground and San DiegoMonitor— faxes, guest’s internet usage, unreviewed reservations, emailsMaintain and update storage through Microsoft AccessEntrusted with keys for multiple areas throughout property

Direct employees and activities provided by campground Entrusted with company card and vehicles to maintain activities stock

Conducted social media campaignExecuted accounting process for clerical verification and daily depositsUtilized Quickbooks program for bill paymentEstablished online scheduling system and taught managers to use it

Create and update work orders on Sharepoint for a multitude of propertiesAnswer phones and emails with pertaining information

CashierHandled high amount of information regarding scholarships, students, and facultyLocated/ ordered/ purchase textbooks for students and facultyHandled phone calls about stock and orders