Sam Huilman Email & Phone Number

United States

Dublin, Ohio, United States

Dublin, Ohio, United States

Dublin, Ohio

Dublin, Ohio

Lead implementation sessions with Enterprise customers, both remote and on-site, focused on product training customized to unique workflowsAssistance in data configuration and set-upMonitor and report customer success metrics both internally and externally to customersAnswer consulting questions to assist in successful outcomes for customer.

Dublin, Ohio

Assist with the onboarding process for new customers. Provide virtual training over the functionality of the Updox software and ensure implementation of these new practices is smooth and meets the needs of each customer.

Columbus, Ohio Area

Dublin, Ohio

Provide IT support to corporate users as well as all CCFI stores throughout the nation. Provide technical assistance to computer system users. Answer questions or resolve computer problems for clients in person, via telephone or from remote location. Provide assistance concerning the use of computer hardware and point of sale software, including printing.

Columbus, Ohio Area

Manage individual and team performance to ensure quality standards are met.Set goals and plan agent initiatives to encourage growth.Coach and assign training to aid productivity.Development, implementation, and management of our quality assurance expectations.Utilize data as well as agent and customer feedback to develop new processes.Submit requests for.

Columbus, Ohio Area

Supervise team of approximately 30 agents, providing coaching and disciplinary action.Ensure the support documentation is current by updating the knowledge base.Email alerts to the team regarding updated or new processes.Hold monthly team meetings to go over new processes, discuss team goals, and provide information on upcoming changes.Manage agent.

Columbus, Ohio Area

Provide support to students and staff regarding technical issues.Create tickets to escalate ongoing issues. Contact families back to ensure resolution.Outbound projects to assist new and enrolled families.Contact other departments on behalf of the student to ensure needs are met.Assist with QA testing for newly developed tools.Contribute to the development.

Columbus, Ohio Area

All standard Trainer position duties (below).Develop and update plan for our training room distribution.Track training initiatives daily and report training metrics to the client weekly.Attend conference calls with the client. Conducting training meetings.Develop process documents and new procedures.Issue alerts to all necessary employees regarding.

Columbus, Ohio Area

Train classes of 20-30 newly hired agents for front-line technical support.Instruct agents on processes and procedures as well as tools and resources.Train on the Key Performance Indicator Metrics and proper documentation.Ensure trainees follow company policies and provide disciplinary action when needed.Tracking the provisioning of logins, issues related.

Columbus, Ohio Area

Manage team of 15-25 front-line agents, enforcing correct procedures while on/off calls.Coach on Key Performance Indicator Metrics to ensure that all requirements are met.Coordinate with Operations and Scheduling to promptly resolve agent issues.Develop and enforce action plans for agents not meeting requirements.Conduct interviews for hiring new agents.

Columbus, Ohio Area

Mentor new agents after completion of the training course.Assist in understanding/utilization of information and troubleshooting steps taught in class.Provide tips for general troubleshooting methods/processes.Teach efficient utilization of all required tools and proper documentation.Teach/coach agents on Key Performance Indicator Metrics: Handle Time.

Columbus, Ohio Area

Take calls from front-line agents to assist with troubleshooting questions.Perform call takeovers from front-line agents on complex issues or issues requiring follow-up.Contact other departments on behalf of the customer to ensure needs are met.Handle escalations as customer facing supervisory entity.Coach front-line agents on methods for preventing future.

Columbus, Ohio Area

Provide technical support/customer service regarding Internet services.Assist in getting the customer in contact with other departments/companies.Document all calls in a ticket management system.

One Year Completed, Broadcast Journalism

Diploma, General Education

Activities and Societies: People to People International Student Ambassador (2002) National Honor Society (2000-2004)