Roselyn Cornier Email and Phone Number

• Utilize telephone, online chat, SMS and email platforms to deliver outstanding customer service.• Resolve customer issues related to booking cases, attorney communication and billing to encourage good customer relationships.• Research state statutes, decisions, legal articles, codes and documents.• Maintain ongoing communication with attorney partners to properly update case files, troubleshoot billing discrepancies and assist with website storefronts.• Follow up with phone leads to provide additional support and maximize customer retention.

Create and design learning material, facilitate training, asses client needs to develop tailored programs for Customer Service team.•Help develop training KPIs and report out on the impact of training on the organization regularly.•Maintain a calendar of routine and required CSR training (including annual regulatory and position-specific training).•Train customer care new hires, including tracking progress (via observation, checklist completion, test, etc) and regularly partnering with supervisors to share bilateral feedback.

Coordinate, train, and assign training to all customer service employees, including review and coordinate follow up sessions to ensure completeness. Develop group and individualized learning paths and resources. Utilize quality assurance grading tools to routinely monitor and evaluate current support channels, including phone,chat,email, etc. ensuring they meet defined quality standards. Responsible for gathering insights for the Net Promoter Score (NPS).• Ability to analyze and transform data sets -- typically in Excel -- though pivot tables, vlookup, applying formulas, etc• Experience with audio/video systems, videoconferencing/webinar tools and software, particularly G-suite

Coordinate event logistics, including registration and attendee tracking, presentation and materials support and pre- and post-event evaluations. Visit venue to plan layout and decorations. Initiates, coordinates and/or participates in all efforts to publicize event.

Host and producer of a weekly audio and video show and online community broadcasting. Create weekly podcast listened to by fans nationally. Utilize targeted social media advertising to boost audience and reach by thousands of listeners. Edit audio files into an entertaining podcast format. Composed engaging social media strategy to create engaging social media campaigns. Create a weekly playlist featuring local and national indie artists. Research trending topics in pop culture.