Remote role taking inbound calls on a national level. Responsible forcustomer inquiries including billing, underwriting, renewals, sales, retention, and claims. Promoted toclaims department within first year, and promoted back to multi-channel services role within secondyear. Leadership experience hosting meetings and trainings on continual improvement of metrics. Selfadministered role for scheduling utilizing Aspect, Verint, and HRExpress as well as personalaccountability for… Show more Remote role taking inbound calls on a national level. Responsible forcustomer inquiries including billing, underwriting, renewals, sales, retention, and claims. Promoted toclaims department within first year, and promoted back to multi-channel services role within secondyear. Leadership experience hosting meetings and trainings on continual improvement of metrics. Selfadministered role for scheduling utilizing Aspect, Verint, and HRExpress as well as personalaccountability for all Company/HR policies & procedures.Accolades: 2019 MVP Award. Multiple Top Performer (Top 10%) and Elite Performer (Top 3%) awards.Corporate recognition from Sue Elnikar (Regional Director of CRM) for service excellence. ServiceLegends Award. Highest metrics on team. Customer survey results recognition. Show less

Customer Service and Operational role. Promoted to claims within first year of employment. Met or exceeded all metrics and graduated from training program. Responsible for independent management of claims and entire customer service process, working claims from inception to close. Responsibilities included tracking down and interviewing all parties involved, obtaining and reviewing all pertinent evidence, making informed liability decisions and setting inspection, repairs, and rental vehicles… Show more Customer Service and Operational role. Promoted to claims within first year of employment. Met or exceeded all metrics and graduated from training program. Responsible for independent management of claims and entire customer service process, working claims from inception to close. Responsibilities included tracking down and interviewing all parties involved, obtaining and reviewing all pertinent evidence, making informed liability decisions and setting inspection, repairs, and rental vehicles as required. Show less

Customer Service, Sales, and Operational role. Remote position for inbound customer calls on a national level. Responsible for customer inquiries including billing, rate, underwriting, sales quotes, claims, and upselling. Was outperforming required metrics by double while still in training. Multiple awards including: Top Performer (Top 10%) and Elite Performer (Top 3%) every month while on floor since my first month out of training; corporate recognition from Sue Elnikar, the Regional Director… Show more Customer Service, Sales, and Operational role. Remote position for inbound customer calls on a national level. Responsible for customer inquiries including billing, rate, underwriting, sales quotes, claims, and upselling. Was outperforming required metrics by double while still in training. Multiple awards including: Top Performer (Top 10%) and Elite Performer (Top 3%) every month while on floor since my first month out of training; corporate recognition from Sue Elnikar, the Regional Director of CRM, for excellence of which I was one of only ten employees selected for the year among thousands of associates; manager recognition for highest metrics on team for the year; leadership experience with peer shadow learning sessions; and multiple awards of recognition for excellent customer service as reported by customers. Self-administered role for scheduling of overtime, holidays, and days off as well as all Company/HR policies & procedures. Show less

Assigned to special projects as requested by Google. Managed multiple developer-submitted queues, and was Responsible for targeted search queries, Tier I support, app escalations, training feedback, policy review, Android Mobile Application Testing, QA / QC of Tier I for machine-learning, client support, and other projects as needed.

As a Tier I Content Review Analyst at Google, my responsibilities included QC/QA of developer-submitted Android applications to the Google Play Store, review of submitted app for compliance to Google terms of service, and subsequent enforcement of policy. The position required a high amount of interdepartmental communication for enforcement and revision of policy with Escalations, Tier II, QA, and Engineering.

Answered directly to C-level executives. Worked with company employees to ensure systems functionality and maintain company productivity. Responsibilities included daily monitoring and maintenance of company networks, construction and deployment of personnel workstations, permissions and access of employees to internal network. Experience with virtualization, AD (Active Directory), group policy, Windows Server 2003/2012, Citrix, PC hardware, Windows O.S., M.S. Office Suite, antivirus and… Show more Answered directly to C-level executives. Worked with company employees to ensure systems functionality and maintain company productivity. Responsibilities included daily monitoring and maintenance of company networks, construction and deployment of personnel workstations, permissions and access of employees to internal network. Experience with virtualization, AD (Active Directory), group policy, Windows Server 2003/2012, Citrix, PC hardware, Windows O.S., M.S. Office Suite, antivirus and antispyware, inventory management, volume purchasing, and general helpdesk support. Show less

Working directly with clients via chat and email, the responsibilities for a Google Hardware Tier II/III employee included product support, hardware troubleshooting, client account management, special cases, shipping, refunds, and escalations. I was consistently recognized for outstanding performance and was rated within the top 5% in quality. The position required an equal balance of customer service and technical proficiency.