Samuel Roll Email & Phone Number

Bloomington, In, Us

Bloomington, In, Us

New York City Metropolitan Area

Denver, Colorado, United States

Denver, Colorado, United States

- Hired on to a new Workforce Management team of 5 as one of the first cohorts, tasked with establishing WFM in a contact center that previously had no similar support or partnership. Established a WFM precedent for processes regarding Intraday management, scheduling and forecasting, and building a relationship with the contact center teams we assist - Worked in a team of 10 to implement an entirely new Workforce Management software (NICE) for a contact center of ~300 agents which would house all WFM tools including schedules and schedule adjustments, Real Time Adherence, and volume forecasting and tracking- Autonomously made intraday decisions for a contact center team of ~60 agents to maintain customer facing metrics like Service Level Agreements, Average Speed to Answer, and Average Handle Time- Built a comprehensive Excel spreadsheet to track and archive all incoming phone and chat volumes for the contact center, including auto-populated daily reports

Greater Denver Area

- One of the top 3 highest individual metrics in a 70 person team for 15 weeks in a row- Operated as sole point of contact for all form mapping requests across entire Customer Experience Department, including 15+ teams and over 1,000 team members, fully mapping 1,000+ forms to support automation efforts - Selected to be on first cohort of QLE team to specialize in the submitting & confirming of all Qualifying Life Event case types for the Member Operations Team - Administered benefits for client accounts by processing & submitting enrollments, terminations, and qualifying life events to various health insurance carriers- Designed dashboards to track metrics, SLAs, and incoming volume for 70+ person team

Fort Collins, Colorado Area

Provide high quality customer service for all customers while maintaining a clean store. Work requires a balance of anticipating customer's needs, helping customers find solutions that best fit their problems when those needs aren't met, and ensuring efficiency in all tasks. Another key aspect of the job is maintaining a positive relationship with coworkers and building a strong team that can work together in the most effective way possible, as well as learning how to maintain this relationship with coworkers that I may not have otherwise gotten along with.

Fort Collins, Colorado Area

Fort Collins, Colorado Area

Tasked with ensuring that our new members were guided through lessons that exemplify the ideals and principals of Alpha Epsilon Pi. My role as the New Member Educator included displaying strong leadership to new members and being their first point of contact between the fraternity and Colorado State University, requiring strong communication skills and an ability to work effectively with a wide range of people and personalities. From this role, I have gained skills and tools to effectively build a strong and cohesive team. As a newly chartered chapter, I was the first member elected to serve in this role and was tasked with developing a full seven-week program from the ground up that included activities and lessons that directly and concisely demonstrated values of humility, courage, leadership, and trust, to name a few.

Greater Denver Area

During the Spring semester of 2018, I worked closely with a team of 5 student interns selected by Slalom Consulting. The team worked with a property management company in Fort Collins, CO that hired Slalom to research in depth questions that the property management company had on the feasibility of a business idea. The internship was organized by the State of Colorado's OEDIT Linked program, contracting statewide businesses in all industries to hire undergraduate students for various semester long projects. The internship had me working closely with the property management company as well as the Slalom partner who led the internship. The entire consulting project was placed in the hands of the interns, where we then divided up the work based on each of our individual skill sets and experience to create a final recommendation for the property management company. Responsibilities of the project included:-Building a strong and effective team of interns in a very limited amount of time-Working with that team to meet enumerated goals -Conducting in depth research relevant to the project and analyzing the found data-Organizing the research in a way that was accessible and straight forward for the property management company-Creating process flow charts to visualize the feasibility of the business model-Creating break even analysis for the property management company to help determine the profitability of the business model-Meeting with the property management leads several times throughout the project to communicate our progress on the project and revisit any elements that did not meet their standards-Creating a final deliverable for the property management company including the process flow, break even analysis, data collected from research, and a final recommendation

Fort Collins, Colorado Area

Greater Denver Area