TECHNICAL SKILLS

• Tableau
• Baremetrics
• Slack
• Upscope
• Service Now
• JIRA
• SharePoint
• Calendly

PROFESSIONAL EXPERIENCE

Digital Channel Project Coordinator

Confidential - Newark, DE

Responsibilities:

• Develop, maintain, and update project schedules for high volume demand.
• Prioritize workflow processes and ensure that deadlines are met.
• Collaborated with three product managers and two software engineers to identify improvement opportunities with Citrix software.
• Maintain a clear line of communication by regularly communicating the status of all projects to senior management and proactively identify and problem solve all pertinent issues.
• Liaise between all departments and project stakeholders to enforce deadlines and ensure continuity, accuracy, and timeliness of deliverables.
• Facilitate meetings for senior leadership detailing project scope, progress, and results, keeping all entities well-informed of milestones and goals.
• Supervise, on average, 50+ projects simultaneously from start through delivery by prioritizing needs and delegating assignments.
• Establish, build, and maintain a positive, trusted advisor relationship at all decision levels within project scope.

Recruiter/Coordinator

Confidential - New Castle, DE

Responsibilities:

• Assisted as part of a cross functional team that maintained employee records, by creating a time saving system for structuring employee information.
• Collaborated with recruiting team and hiring managers to create job postings.
• Collaborated with recruiting team to conduct phone screening for 80 applicants, and assisted with 50 virtual interviews, leading to 20 new hires for account manager positions in Billing Assistance
• Partnered with Learning and Development team to create virtual learning training modules for newly hired account managers, creating a seamless and easily repeated process for incoming new hire classes.
• Established relationships with hiring managers to anticipate future hiring needs.
• Sourced LinkedIn and Twitter for call center position hirings

Digital Servicing Associate

Confidential - Chicago, Illinois

Responsibilities:

• Used key insights to create strategy for email channel. Presented findings to senior executives quarterly.
• Facilitated listening sessions with senior executives, that included attendance from president level execs and, occasionally, Roger Hochschild (Discover CEO).
• Surpassed previously set CSAT Score by 35% by building personalized mobile messaging strategies and campaign deployments aimed at shifting customer behavior.
• Reviewed Digital agent behaviors and presented recommendations for assisting agents with achieving business metrics.
• Provided daily direction and communicated with staff to ensure digital messaging chats were escalated as necessary and follow ups completed.
• Enhanced Digital strategy for tracking replies on Discover.com website by quantifying volume of traffic on website, increasing user time spent on website by 25%
• Analyzed and interpreted data on traffic through digital channels and reported updates to senior leadership.

Learning and Development Specialist

Confidential - Chicago, Illinois

Responsibilities:

• Created New hire modules for incoming customer service agents, to aid in creating effective teaching tools for new hires.
• Facilitated new hire training classes and collaborated with senior business executives to ensure continuation of knowledge and material.
• Partnered with acquisitions, Billing resolutions and wire teams to ensure timely resolution of customer escalations.
• Assisted with 120 interviews and facilitated 80 final-stage interviews for account manager roles.
• Implemented cross-functional work to support recruiters and recruitment strategy with other teams across Discover sites.

Messaging Channel Team Manager

Confidential - Newark, DE

Responsibilities:

• Encouraged high-quality and efficient customer service through the daily management of a team.
• Trained, motivated, recognized, rewarded, coached, and counseled direct reports.
• Managed and oversaw multiple delivery channels to ensure delivery of excellent service within channels; also used surveys to continuously gauge employee satisfaction with roles and new learning.
• Trained assigned employees to provide world class customer service through coaching and use of feedback.
• Collaborated with workforce management forecasting analyst to ensure servicing lines (phone, chat, email) were full
• Pioneered AHT- metric tracking system to encourage achieving measurable goals.
• Successfully led pilot project for online platform designed to assist Digital agents with responding to card members and completing work functions.
• Was ranked top performing team leader within enterprise 4 consecutive months and consistently exceeded KPI within role.

Billing Assistance Team Manager

Confidential - Newark, DE

Responsibilities:

• Created tools to help foster engagement by account manager.
• Pioneered C.A.R.E system- used to guide account managers on how to Celebrate, Acknowledge, Respect and Empathize with customers, to deliver exceptional customer service- which later resulted in team consistently meeting or sometimes, exceeding set metrics for the enterprise.
• Coached and trained team members on how to deliver exceptional customer service.
• Completed 200 escalated call backs to client, resulting in #1 placement for most completed call escalations within 2 weeks.
• Exceeded expectations set for Discover call center KPIs