Meshia W. Email & Phone Number

Austin, Tx, Us

Research and investigate escalations cases through ZendeskOwn outreach cases to review Net Promoter Score surveys with customers

Owned escalation cases from beginning to end Performed quality assurance for coaching purposes Conducted team meetings and 1:1Owned updating spreadsheet for potential escalation casesBecame the Subject Matter Expert for the team

Increased quality assurance scores by 20 points in 2 months by performing peer-to-peer coaching and monitoring 2-3 calls/week. Handled escalated issues through a ticketing system and outreach communication

Helped over 100 customers navigate through the healthcare system. Influenced over 50 members' to elect health insurance plans that fit their needs by using problem-solving and critical thinking capabilities to identify and understand barriers to care. Was able to help impact 91% of members'. health plan experience.

United States

Created week-long schedules for 13 technicians, along with managing their daily assignments. Initiated communication regularly with management.

United States

Initiated communication with external businesses to outsource services that couldn't be done in-house. Maintained the budget allotted to hire external parties. Contracted over 10 out-of-house technicians. Served as a liaison between sales, external technicians, and customers.

King Of Prussia, Pa

Coordinated projects for 50+ customers in fortune 500 companies, to create the installation schedules for 100+ technicians. Served as a liaison between sales, technicians, and customers.

entry-level position creating service requests for technicians and providing answers to customers' inquiries. This position was in an inbound/outbound high-call volume setting. Within 6 months I was able to train new dispatchers (customer service representatives) and be promoted