Assisting with perspective marketing orders for promotional products.This could be anything from going over the funds required for the project with a customer to suggesting products, colors, and branding techniques to fit their view for the project.Assisting with issues for existing promotional product orders like missing packages, deadline problems, and artwork formatting issues.Providing written communication to customers regarding order updates that may affect the overall timeline for their marketing event. This includes, but is not limited to, unforeseen hiccups in the production of their products, artwork issues that will cause inconsistencies during product printing, or inventory issues pertaining to item shortages or manufacturer defects / recalls.Working with internal teams to handle "problem orders" and making tough calls about whether or not any of the above issues should be absorbed by our marketing funds if there was an error on the end of our company that resulted in missing a deadline or not delivering a satisfactory product to the end client. This also includes deciding whether or not to expedite orders at our expense to meet deadlines that would otherwise lapse due to extenuating circumstances.Serving as a subject matter expert to assist teammates, both new and old, with any questions they may have about complex questions posed by customers regarding pricing, artwork, or event timelines.

I manage classes of 20-30 new hires for six weeks at a time. For four of these weeks I perform the role of an instructor, teaching new employees from all walks of life how to utilize technology to help our agents in their new role as call center technical support agents. I strive to hone their customer service skills including empathy and professionalism as well as serve as their first impression of Ibex Global. They will be trained in three separate lines of business across the classroom portion of the program and then transition to an on-the-job training segment that lasts two weeks. During the two weeks of calls I serve as their primary supervisor and monitor their performance, call statistics, customer interactions, attendance, etc. I’m also responsible for on-boarding paperwork, corrective actions, behavioral tracking, termination paperwork, and many more clerical duties. When I’m not actively training a class (which is rare) I am performing up-trainings to tenured agents or filling in for supervisors who are either on leave or vacation.

In this position I manage a multi-line phone system in an inbound financial center where Bank of America customers call to place orders for financial aids and inquire about their account. In this position, I not only sell the product, but I educate the customer on the various options that we offer based on their own individual needs, I'm responsible for meeting several stat requirements (including strict sales requirements, average call handle time, paperwork time, etc.) as well as maintaining up-to-date knowledge of all system and bank operations, codes, and policies. This position often includes dealing with disgruntled customers and having both the patience to understand the customer's concern and the knowledge and skill to come to an adequate solution is key to good job performance. In this position, I have received recognition several times for both good customer service and excellent sales ability. In the second quarter of 2015, I was the recipient of a leading by excellence award for being within the top 5% of overall employee performance, an award that I am exceedingly proud to receive within the first 6 months of my employment with the company. In addition to my primary responsibilities and customer service concentration, I also act as an assistant supervisor to a select number of employees in instances when our floor supervisor is either off or unavailable. I monitor employee performance, review customer interactions, train new hires, and assist in audits and center community projects. I also make myself available to answer any questions that employees may have when assisting a customer inquiry or order and formally aid in the training classes of our new hires as support during their on the job training.

In this position I was a circulation assistant to head librarian Joseph Kloss. I was responsible for filtering all incoming and outgoing library material, assisting students with finding adequate reference material based on their specific needs, managing interlibrary loans, and teaching patrons how to navigate physical and virtual library databases. Secondary duties included assisting patrons with their proofreading needs as necessary and putting reference materials back for faculty that needed things placed on reserve. Also manned a multi-line phone system.