- Learn company product line and develop testing patterns that focused on high quality auditing of returned items and create grading scales as needed to sort stock. - Test returned products from various external sources to confirm viability to be refurbished back into the field - Report and track reasons why products failed to share with proper Depts - Monitor RMA drivers for correlation to issues found by Triage - Technical Writer moving all created SOP's into official training guides and manuals. - Developed various core processes used by Triage, Shipping and CEX: 1. Created 'pick n pull' system that became a micro-branch of shipping "Small Part Orders" 2. Created 'DECK' to mass update phones and audit prior to functional test 3. Created 'New Return' bench based off the DECK process design 4. Created 'Hospital' concept to replace and repurpose phones shells with OEM approved replacements reducing company E-Waste footprint as well as increasing inventory retention. 5. Created audit process to validate inbound RMA's and reduced erroneous orders from being processed that helped reduce costs and increased customer retention by capturing an average of 89-130 orders a month. 6. Trained CEX Leadership and support staff on general callcenter process's and duties. - Train other Depts on general process's to review product line by SalesForce - Served as IT liaison for NOC/HelpDesk at Warehouse location - Trained IT Helpdesk in general troubleshooting of various 3rd party applications used by company - Took on responsibilites of CEX Supervisor, Team Lead and Teir II while maintaining my duties as Triage Lead - Train CEX on general auditing process's in relation to Cases, RMA's and how to resolve conflicting information - Served as backup to Facilities, mail room, shipping, CEX, IT as needed. - Accepted additional duties and tasks as asked.

* Receive product daily from inbound* Confirm quantity against invoices for accuracy* Stock product to proper locations in warehouse assigned areas* Assist with Shipping as needed* Pull/Pick orders for Latin America, Brazil and other countries* Prepare picked orders for shipment overseas.* Organize and keep constant confirmation on inventory in Warehouse for LOT accuracy.* Assist other Departments in Warehouse as needed.* Trained on the fundamentals of SAP as it pertains to the job.* Emergency IT support for SCM floor.* Worked with Management in creating map layouts for Inventory floor.

* Assist callers by phone and email with how to use site and features.* Work with customers on editing creations and preparing creations based on desired needs.* Assist with billing inquiries.* Respond to all support inquiries focusing on first call resolution and customer support.* Input all customer communications into Microsoft CRM.* Addressing escalated issues and providing resolutions* Owning escalated situations untill a proper resolution was created.

* Receiving stock from trucks and stowing to Kiva Pods.* Assisted as emergency IT support to managerial staff on floor when requested to.* Trained for ICQA doing audits of Stow, Receive and Simple Bin auditors.* Trainer for best practices on how to audit, stow and maintain Kiva Pod bins.* Outbound Slammer which duties are to organize box's from 'Pickers' making sure product is in its most safe position to be shipped, applied proper amounts of packing material and shipping label.* Loading trucks with pallets of boxes to be shipped to customers.* Outbound Picker which duties are to unload product from Kiva Pods and scan to proper box/shipment for customer.

* Work in assigned section of Center as needed based on staffing needs and estimated inbound load. Sections would include Lane, Inbound, Divert, Small Sort, 'Water Spider' and Problem Solve.* Train employees as needed in Company policies, safety policies and proper techniques for operating in the various sections of the Fulfillment Center.* When required would serve as Lane Lead guiding an average amount of twenty three employees and redirecting them to other duties as needed to help maintain Lane stability.* Helped train 'Ambassadors' in how to preform job duties and how to communicate with co-workers* Assisted in other duties as requested by LeaderShip

* Assist floor staff with general IT support of Amazon tools and internal services* Resolve tickets assigned via Remedy* Provide maintenance to sort staff equipment (e.g. Scanners, printers, etc).* Learn and educate employees on new IT policies as they pertain to the site.* Work on assigned projects per Site Manager and IT Manager.

* Answer inbound calls regarding products from the companies various athletic sites.* Assist customer with placing orders by phone or via the online order system.* Respond to customers email concerns via Zen Desk ticketing system.* Upselling customers on products that would better serve with specific needs.* Submit quality checks with fulfillment center regarding shipping errors and stock.* Resolving any negative experience customer has with company or its employees to defuse potential escalations to supervisors.* Report site errors to management for resolution to improve customer experience.

* Answer inbound calls from customers ranging from services, billing and technical support.* Upgrade or downgrade account services based on account holders requests.* Accept payments by phone or direct callers to proper payment centers.* Resolve customer complaints to prevent escalation to internal Help Desk.* Submitted reports to internal departments as needed based on nature of the call.* Schedule technicians for installations, repairs and to remove service from a location.* Upsell available services based on the need of the caller and household.

* Answered inbound calls regarding county benefits provided through the state.* Escalated calls that exceeded security clearance to appropriate county Department.* Provided inbound callers with referrals to nonprofit organizations in their area based on requested need (e.g. food, shelter, medical, meals on wheels).* Gathered demographic information from callers to assist in locating proper referrals.* Proactively offered additional referrals based on course of call.* Reviewed agents inbound calls under the County benefit department for adhering to quality guidelines and scoring accordingly.* Provided coaching tools for County benefit department on improving customer service.* Worked with Department manager on addressing and resolving call quality concerns.

* Answer inbound calls from plan members, pharmacies, Doctors and the plan owners.* Provided pharmacies with information on status of check payments, members plan benefits, approving compound medications per plan and referring to the plan directly based on guidelines.* Entered manual prior authorizations for medications at the request of plan owners.* Faxed prior authorization forms to physicians and members on request.* Made outbound calls to Members, Doctors’ offices, pharmacies and client to follow up on status of specific issues at the request of caller or supervisor.* Trained new hires in use of company tools and proper customer service per policies.* Based on call volume would assist as Help Desk backup.* Log all calls into system detailing resolutions, issue and policies applied to call.* Create job tools and aides to help agents increase productivity.