Kerri Huizing Email & Phone Number

Denver, Colorado, United States

• Analyze, identify and resolve technical issues escalated from multiple teams throughout the company• Configure and define new processes and practice process improvement• Work cross-functionally with our Care team to improve processes on the Care side as well as implementing new procedures to eliminate potential errors• Design, configure and implement new workflows, automations within spaces and boards in Atlassian Jira and Confluence

• Analyze, identify and solve technical issue escalations submitted via triage tickets from the Client Success team, Engineering and Customer Care team• Managed escalated issues and identify patterns with cross-functional teams to identify and solve the root cause of tracking outages, missing commissions and establish our system capabilities• Key contributor and stakeholder in new General Merchandise business line and product offering, including creation, setup and maintenance from concept to final product • Created resources for previous and new processes for the Retail Managed Partners team including how-to's and best practices

Denver, Colorado, United States

- Work with Client Partnerships and Client Success teams to help setup, quality check, and launch offers, contracts and campaigns within the Ibotta app.- Work with multiple teams to collaborate on product and quality updates.

Greater Denver Area

- Quality Check on all contracts and campaign level documents (SOW, CO, IO) to ensure accuracy for upcoming launches of offers - Work with team to calculate financial loss for teams across Ibotta for overall operational expense loss - Work with product team to create, fix and consolidate product offerings for all products sold to clients - Design, implemented and maintain internal processes for several projects and trainings

Greater Denver Area

- Built and maintained Workforce Team Model for the Care Team- Forecasting ticket volume for Ibotta Care- Performance Analysis measuring and improvement plan implementation- Adhoc reporting for management team

Denver, Co

- Managed scheduling for 150+ part-time employees- Implemented and maintained productivity reports to ensure accuracy of data as well as ensuring agents were productive during their time worked- Developed attendance policy for remote employees and tracked all attendance infractions.- Key role in scheduling and maintaining adherence to staffing requirements. - Administrator for productivity application for 200+ Care EmployeesTools used: Microsoft Office (including Excel, PowerPoint, and Word), Zendesk, Tymeshift, Humanity (Shiftplanning), Google Docs and Sheets

Greater Denver Area

- Completed Quality Audits of existing Customer Support staff to maintain consistent standards.- Helped develop and execute overall strategy for Quality Assurance.- Mentor and train other Quality Assurance staff members.- Made determinations regarding staff and procedure based on the quality of response and alignment of service level agreements.

Greater Denver Area

- Assisted users with problem solving, accurate handling of information and ensuring users received replies in appropriate amount of time.- Excelled in recognizing customer needs, articulating product benefits and creating solutions that provide value to the customer.- Accessed electronic cataloging systems to obtain customer information and history in addition to memorizing company’s service offerings to provide expedient problem resolution.- Recognizing app bugs and inaccuracies and reporting to engineering team as necessary. - Reducing percentage of churn in customer base by provide accruate, personalized customer service. - High-volume workload within a quota-driven environment, consistently meeting performance benchmarks.

Denver, Colorado

I was an Usher for the run of Kurios from Cirque du Soleil in Denver. I was in charge of customer service, and daily cleaning.

Broomfield, Co

Worked as part of a team in a massage therapy center scheduling appointments, helping therapists when needed, answering phones, and maintaining the rooms and office space.

Wheat Ridge, Co

Worked as the administrator for the office as the sole employee. Managed documents, files, phone calls, inventory, minor bookkeeping and schedules for all the units, councils and regions within Colorado and the state office. Hired on temporarily, I worked there to assist with all duties ranging from phone calls, e-mails, and ordering office supplies to helping units with questions and concerns and helping to keep their non-profit status.

Individual home salesperson in charge of maintaining my own inventory, schedule, sales and taxes. I booked my own parties and sold products.

Denver, Co

Working in a team, travelling to a different school every day, I was a photographer and an assistant to the photographer. Every morning I would set up at a different location, and during the day I would photograph students and teachers all the while maintaining excellent customer service and handling money and dealing with difficult situations.. Some of the time I was working by myself, with no other help from the company, so I got used to working individually and managing my own schedule.