Becky Holdorph Email & Phone Number

Wellington, Co, Us

Wellington, Co, Us

Denver, Colorado, United States

Fort Collins, Colorado, United States

Sole manager of 30+ customer complaints per month. Provided end-to-end escalations support, ensuring complaints were resolved within contractually-mandated timelines. Used proactive problem-solving techniques with customers and vendors to ensure that approximately 2/3 of all complaints were resolved without formal escalation or loss of revenue.Promoted customer success by educating customers on travel trends and the best ways to utilize the services we provided. Maintained excellent relationships with customers by coaching agents on best practices or personally assisting frustrated customers to prevent or resolve escalation.Organized caseload using daily and weekly tracking systems. Provided weekly and quarterly data and analysis to senior leadership and client. Met regularly with client to ensure the escalation system I operated aligned with their high standards.Used escalations data to track trends: proactively reported trends to senior leadership and training team to propose changes to operations processes and training, creating continuous improvement.Additional responsibilities:• Day-to-day liaison with key third-party vendor: directed vendor on processes and escalations, met weekly with vendor and client to ensure success• Salesforce Lightning SME: point of contact for Salesforce improvement committee; proposed and created new processes utilizing Salesforce Lightning, which were adopted

Fort Collins, Colorado Area

Floor supervisor for 10-40 agents at a time: monitor 200+ phone calls/day; screened and approved customer-facing correspondence; responded to up to 50 customer emails/day. Consistently worked at 115% of productivity goals.As CRM and travel/lifestyle SME, advised agents on best practice in person, over the phone, and via chat.Selected as new hire mentor: supported new agents doing research and taking calls; provided individual and group coaching daily.

Fort Collins, Colorado Area

London, United Kingdom

Coordinated admissions for 800+ applicants to the UCL School of Pharmacy's MPharm programme. Advised and coached prospective students on admissions procedures.Provided student support, including advising on and recording extenuating circumstances, referring students to other resource as appropriate.Monitored student attendance and performance; arranged and attended meetings with struggling students Researched MPharm employment statistics using quantitative and qualitative methods to produce an employment brochure for prospective students, resulting in increased interest in programmes

First point of contact for student and staff queries for the for three MSc programmes within the Computer Science department, answering questions and signposting students to other services as necessaryLiaised between academic staff, Admissions Office, and prospective students to respond to queries related to programs and admissions proceduresAdvised students struggling with their course of study, having difficulty adjusting to UK university life or with complaints regarding their programmes

First point of contact for student and staff queries for the Theology and Religious Studies department, answering questions and signposting students to other departments (admissions, student records, etc.) where relevantQuickly developed expertise in TRS programs and expertise to provide staff and students with the best possible experience

Provided administrative support for the Philosophy department, Vice Dean for Research, Director of the Graduate School, Research and Impact programmesManaged annual assessment of University KPIs, organising confidential records of academic outputs for 300+ staff members and communicating with internal/external assessorsLiaised with staff at all levels across the University and externally to organize events, manage budgets, and explain policies and procedures

Southampton, United Kingdom

Created and managed a large dataset to produce a 75,000-word PhD thesisCommunicated results verbally and through writing: wrote articles and blog posts; prepared articles for publication, gave presentations at local and international conferences, as well as to the general publicBalanced a busy schedule, including research, travel, teaching and extracurricular activities, to complete the thesis on time

Taught English speaking, reading and writing to primary and secondary school students in a selective, private school near Moscow.Overcame a lack of teaching materials by independently researching best practices and designing customized curricula for four English classes and two private students.

Assisted with designing and implementing training for 80+ international camp staff each summer; supervised rotating groups of 6-8 staff each week.Used data from previous campers to propose and develop two new camp programs, both of which were filled to capacity the following summer. Worked on a team of 3 to oversee day-to-day operations and solve problems. Provided customer support to parents in person and by phoneFacilitated daily and weekly meetings to ensure all staff were on the same page; provided one-on-one coaching to struggling staff.

Bachelor Of Arts (Ba), International/Global Studies, Russian, Honours

Activities and Societies: Canterbury Kenyon

Doctor Of Philosophy (Phd), History

My PhD research focused on marriage and power in the late medieval English aristocracy. I examined the many motivations and incentives.

Master Of Arts (M.A.), Medieval And Renaissance Studies, Distinction

Activities and Societies: Humanities Postgraduate Network (GradNet)