Sam Rodgers Email & Phone Number

Eden Prairie

Minnetonka

As the coordinator for the incident management team, I have the good fortune of working with every Digital River department. The technical aspect of my position allows me to work directly with our development, quality assurance and information technology teams to identify and implement customized solutions for our clients. The business aspect affords me the opportunity to work with our marketing, operations teams and executive staff to design reporting solutions, perform business reviews and complete data analyses.

Planned and executed large public events such as fundraisers, panels, and film screeningsRecruited new membersOrganized training sessionsPromoted events using social media and traditional public relations techniques

Answered incoming client calls from a major mortgage company seeking resolution to existing and pending appraisal orders.Reviewed appraisal reports for errors in syntax and substance and initiated revision requests.Tracked and followed up on unresolved issues.

Supervised a team of twenty-five employees in a large call center operation Facilitated individual coaching and large group trainingDeveloped and designed training and reference documentsResolved and de-escalated client issuesGathered, analyzed, and reported daily/weekly/monthly statistics.Simplified existing processes and improved team performance through quality monitoringEnhanced employee performance through daily mentoring, one-on-one discussions and motivational strategies.Received multiple monthly awards as a top performer

Designed, implemented, and administered customer-facing Kana Response system and Live chat systemsAmassed subject matter expertise in call center workflow management, quality assurance, job coaching, and supervisionAnalyzed existing business structure and processes to increase revenueCollaborated with other subject matter experts to model existing processes in order to lower costs and improve customers' shopping experienceIncreased revenue collected for email contacts by analyzing existing reporting structureCollaborated with database administrators to implement improved reporting structure adapted to the unique needs of each individual client.Reduced costs by designing and implementing a web based auto response system to reduce the gross number of email contacts manually processed by representatives

Ba, Political Science, Arabic, Communications

Activities and Societies: Dean's List, University Pro-Choice Coalition, Women's Student Activist Collective

Political Science, Philosophy, English

Transferred to the University of Minnesota to complete a Bachelor's Degree.