Karina F. Email & Phone Number

Remote

• Assist with data-driven decisions and planning by creating custom reports and advising business leaders with report presentations.• Write and validate SQL queries for custom reports. • Inform and communicate system updates, changes, and new launches by compiling and sending release notes.• Objectives & Key Results: Collect and evaluate Product Manager goals on a quarterly basis, deliver results to Product Managers and leadership.BUC Pendo/FullStory Administrator:• Supplement development, enhance system communications, and pilot programs by designing and developing Pendo pop-up guides by collaborative means.• Provide analytical assets via dashboard development and page/feature/error tagging.• Conducted Pendo and FullStory product demonstrations and training for internal technical colleagues.BUC Content Administrator• Build assets within Contentful CMS for web development; collaborate with designers and developers to test and validate additions or changes.• Update and validate content changes using internal CMS system.

• Establish creative solutions for more automated management of survey and reporting processes• Develop and document departmental processes for reference and training• Create and broaden cross-functional team workflow process in relation to business-wide requests • Communicate and plan survey projects with stakeholders and team• Develop and maintain performance and reporting dashboards• Establish deeper analytical and statistical insights for business reporting• Train team staff on survey source file preparation and survey maintenance processes • Train team staff on survey development, survey distribution automation development, workflow development, and maintenance of these items• Train company colleagues on how to use dashboards via demos and job aide resources• Manage user base and troubleshoot user issues

Watertown, Massachusetts

• Developed, tested, and maintained customer experience surveys, import automations, and distributions automations in Qualtrics• Automated closed-loop feedback tasks via Qualtrics workflows• Mapped and maintained performance and reporting Qualtrics dashboards for data gathered via surveys• Create and maintain automated email reporting tasks• Established text analysis within dashboards for deeper insights into comment sentiment• Automated survey source file manipulation via Excel VBA code• Developed Excel VBA code for generating multi-page PDF report, including dynamic page breaks based on cell content string length• Discover innovative solutions for more automated management of survey processes

Broomfield, Co

• Use organizational methods to assign work to agents• Recognize trends in volume and progress on case work• Create KPI trending reports using excel to analyze contact center performance• Communicate outbound workload with business leaders• Strategize with business leaders and consultants

Broomfield, Co

Team Lead-Bright Horizons • Managed 10-15 in-office and remote consultants who worked on all lines of business for our department.• Responsible for team success, which played an integral role in departmental success due to early and night shift held.• Developed consultant habits to provide an outstanding customer experience, which ensured individual & team KPI goals are exceeded.•Provided continuous training for employees on new and changing processes/policies.• Addressed performance issues that affect the efficiency and culture of the company.• Provided quality assurance scores on customer interactions, and verified that feedback is being applied.• Provided 2 meetings and 2 side by side sessions per month with each consultant.• Clarified and created processes for new issues or issues that previously had no process.• Provided annual employee review and raises by reviewing all professional factors over the last year.• Maintained payroll and vacation balances.• Managed LivePerson (electronic chat platform) including scheduling and reporting, and additional consultant development.Successful Projects & Notable Achievements:• Consistently exceeded standards required as a Customer Care Specialist, which led to 2 promotions to leadership positions in less than 6 months.• Improved team average in Quality Assurance from 86% to 95% in 3 months. (90% Goal)• Grew LiveChat consultant base to successfully manage LivePerson volume and productivity.• Developed online articles for complicated processes concerning service level agreements, and sensitive provider/client requests.• Viewed as the expert for advice on how to handle complex issues due to interdepartmental internships.

•Provided instructor and student support in a flipped classroom setting. •Offered assistance regarding conceptual understanding and critical thinking methods related to calculus coursework. •Challenged student comprehension so as to help students see gaps in knowledge. •Planned and hosted walk-in tutoring sessions for any applicable campus students. •Met with course instructor for weekly planning and feedback. •Used self-motivated planning sessions to compile challenging questions and plan methods of instruction that prompted intrigue and critical thinking in students.

Thornton, Co

Financial Care Representative-T-Mobile (December 2011-June 2012; July 2008-April 2009)- Created and maintained payment arrangements including future dated payments.-Placed non-suspension hold on account for special cases that required additional review.- Reviewed bill and handled bill disputes.Notable Achievements:-One of Top 10 Collectors on Night Shift at T-Mobile as Financial Care Representative in 2009.-Named “Future-Dated Payment Guru” at T-Mobile in 2009, and asked to share my tips with the rest of the call center.

-Skip-traced missing information that assisted with recovering outstanding debts.-Worked a dialer with co-workers for 2000+ files on ‘house desk’.-Researched and verified returned or missing payments from my desk.-Resolved over/under payments with debtors and merchants.- Verified information about debt and check writer through the merchant.

Bachelor Of Science - Bs, Applied Mathematics

Activities and Societies: Minor in Philosophy NSLS

Associate Of Science With Mathematics Designation, Mathematics

Activities and Societies: Calculus Student Instructor, Calculus tutorMagna Cum Laude

High School Diploma