Customer Service Training

M IESHA J ULUKE

**** **** ****** ****** *** Orleans, LA 70119 504-***-**** abnfhk@r.postjobfree.com

OBJECTIVE

To obtain a position where I can maximize my multilayer of management, quality assurance, program

development, training, customer service skills and a successful work record in Fortune 500, Non-profit

and Start-Up companies.

PROFESSIONAL EXPERIENCE

KICKBOARD New Orleans, LA

http://kickboardforteachers.com/

Provides an online platform for schools to track and analyze student data.

School Community Manager – Training and Account Management, 2011 to Present

In this position I developed the training program – Designed program structure, materials, recruited, hired,

trained & managed School Community Manager Interns and Junior Training Specialist. I lead training

workshops, ensure our customers are happy and lead various projects. This position has involved traveling

on-site to schools around the country and using webinar when not traveling.

Key Results:

Design and lead training workshops for all customers, including development of training materials.

Design and maintain library of high quality, engaging training materials: video tutorials, quick-

start guides, FAQ pages and our Knowledgebase (Kickboard University).

Design and execute offline community-building events for users such as meet-ups, best-practice

sharing events and conferences.

Set goals and measurement plan for success of training and engagement programs and track

progress to goals.

Facilitate programs to gather user usage trends, needs and desired features from existing

customers to augment sales and boost customer retention.

Gather usage analytics, review and plan customer outreach.

Share customer feedback with product development team and be the "user voice" when providing

key insights and feedback on product roadmap.

Facilitate new processes, tools, communication, and learning events to ensure products are

implemented/used faithfully on site.

Take initiative and creativity to support customers, keep them happy and engaged, and ensure a

strong retention rate and the motivation to upgrade to new/more services.

Ensure users always have a positive interaction with our site and staff so that they will be

references and sources of word-of-mouth marketing and referrals.

NEW LEADERS New Orleans, LA

http://www.newleaders.org/

Through various leadership programs, develop talented educators into transformational school leaders.

Program Coordinator, 2009 to 2011

Coordinated activities and functions of the emerging leaders, aspiring principals and principal institute

programs to ensure that goals and objectives specified for each program were accomplished in accordance

with established priorities, time limitations, funding limitations or other specifications.

Key Results:

Virtual Office:

Took initiative, shared ideas and played in key role for our office to become virtual.

Researched pros and cons.

Drafted proposals and negotiated with National office.

Planned and coordinated transition.

MIESHA JULUKE Phone: 504-***-**** Page 2

Meeting Management and Support:

Identified meeting space, conference lines, and handling all calendar and logistics activities for in-

person meetings.

Participated in calls or meetings, capturing key notes/records and ensuring next steps were

scheduled and completed.

Scheduled and managed logistics for recurring calls with the program team, including capturing

key notes/records and ensuring next steps were scheduled and tracked.

General:

Handled general office needs such as answering phones, making copies, filing, mailing documents,

and managing team supplies, and ensuring the office was properly stocked.

Kept an inventory of all technology and office supplies.

METLIFE Bloomfield, CT

https://www.metlife.com/

MetLife, Inc. is a leading global provider of insurance, annuities and employee benefit programs, serving 90

million customers.

Quality Auditor, 2008-2009

Key Results:

Ensured all quality specifications were met for STD, LTD and FMLA claims.

Communicated with employees regarding the quality of their work.

Developed learning opportunity plans for employees.

Served as liaison with training team to ensure the employee was executing learning opportunity

plans.

Worked with managers to help provide ongoing training for employees.

Prepared and delivered reports to senior management.

Training Consultant, 2003-2008

Key Results:

Acted as an experienced level subject matter expert in business instruction.

Independently managed complex business instruction projects from initial stages of learning gap

assessment to final instruction delivery and participant evaluation.

Used expertise to facilitate training sessions in difficult situations by applying concepts of

instructional design and adult learning methods.

Used instructional methodology and technologies to deliver instruction to different audiences

varying from transactional processing associates to sales agents and independent sales brokers.

Provided instruction on new products, procedures, or processes, new systems, and/ or systems

enhancements.

Participated in systems rollouts or in new product implementation programs.

Evaluated progress of participants, monitored effectiveness of instructional programs and

materials, developed metrics, and prepared reports.

STD/FMLA Claims Specialist, 2003

Key Results:

Reviewed and evaluated Short-Term Disability (STD) claims and/or Family & Medical Leave Act

(FMLA) claims to determine liability, giving consideration to contract provisions and

medical/vocational information.

MIESHA JULUKE Phone: 504-***-**** Page 3

Made accurate, timely decisions on claims based on contract/plan provisions, guidelines and

thorough analysis of information/documentation provided by claimants, employers and

physicians.

Identified and forwarded appropriate claims for development by specialized internal and external

resources in such areas as rehabilitation, investigations, medical examinations/consultations.

Applied disability management principles within established guidelines.

Investigated any questionable aspects of claims, determined need for additional medical

information and performed periodic medical updates to assess disability or return to work

potential.

Promptly responded to telephone and written inquiries from claimants, attorneys, physicians and

policyholders while maintaining favorable rapport with internal and external customers.

Made proactive contacts to claimants, physicians and/or employers to discuss various aspects of a

claim including communication of information or decisions and/or obtain additional information

to assist with effective management of claims.

THE HARTFORD Farmington, CT

http://thehartford.com/

The Hartford Financial Services Group Inc. (NYSE: HIG) is a leading provider of insurance and wealth

management services for millions of consumers and businesses worldwide.

Auto Claims Adjudicator, 1999-2000

STD/FMLA Claims Specialist, 2000-2002

EDUCATION & LICENSES

CENTRAL CONNECTICUT STATE UNIVERSITY New Britain, CT

Completed 48 hours of course work

http://www.ccsu.edu/

AMERICAN INTERCONTINENTAL UNIVERSITY Atlanta, GA

Bachelor of Fine Arts in Fashion Marketing (BFA): Specialization in Marketing (completed 145 of 180

course hours)

http://aiuniv.edu

License:

Property and Casualty License (State of Connecticut)

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