PAT POWELL

321-***-****

Seeking to expand my skills while furthering the efforts of my new employer through the successful management of and partnering with its most valuable resource, that I humbly yet proudly call my coworkers.

EXPERIENCE

4/2020 TO PRESENT

CUSTOMER SERVICE REPRESENTATIVE (CSR)(VOICE), TTEC - WORK FROM HOME

CUSTOMER SERVICE REPRESENTATIVE (CSR)(CHAT), TTEC - WORK FROM HOME

COACH (CSR)(CHAT), TTEC - WORK FROM HOME

MASS CHAT HELPER DEVELOPER / CHAMPION, TTEC - WORK FROM HOME

PANDEMIC UNEMPLOYMENT ASSISTANCE (PUA) VOICE / CHAT AGENT / CHAT COACH PROMOTING ONE CALL RESOLUTION OF CLAIMANTS’ ISSUES WHEN THEY CONTACT US, THIS INCLUDES EMPATHICALLY EVALUATING

9/2023 TO 1/2024

UNITED HEALTH CARE – SERVICE DELIVERY (OPERATIONS) MANAGER WEBTECH, TTEC - WORK FROM HOME

Reporting to Executive Director (Operations).

Managing entire line of business WebTech: Development of teams, resources, and best practices (CSAT, KPI, forcasting attrition, rapidly implementing technological solutions in an ever changing call center environment) as the applied specifically to this new Line of Business 18 to 20 team leaders as direct reports to me over 400 indirect reporting customer advocates reporting to me thru team leaders

Daily activities include:

Working directly with United Health Care as the sole point of contact for All things Webtech related

Interfacing with all levels of management and workforce to continue to build Webtech thru review of daily successes and opportunities for growth

Advising Executive Director of solutions to existing and future opportunities and challenges daily.

Mentoring all Team Leaders and advocates, providing help anytime I can

Training all Team Leaders on initial procedures and ongoing changes.

Selecting and Training and Scheduling of all OTP escalation team members

Identifying and mentoring future leadership skills within our own Team Leaders and Advocates

Managing incentive programs, schedules, attrition, skilling, access requests for all needed systems internal or client related, whether directly with the client or thru IDM tickets or specific resource access procedures, auditing Feasby file VS M&R roster VS Trio, updating team / site alignment / hierarchy for all systems within the process, assisting with full systems (equipment and software) troubleshooting, New Team lead interviews, Build program nominees for both Trainers and Team Leaders, time keeping and pay, coaching based on live call monitoring using A3i model, motivations for achievement and completing the full process of suspension and terminations. Conduct full focus groups and huddles. Customer Outreach Forms and analyze behaviors in order to spot trends and opportunities of improvement. Interface with and provide support and solutions to multiple Service Delivery Managers (and others) across various Lines of Businesses and beyond. Continuous development of tools and best practices to reduce the pain points and frustrations within our own processes while ever looking for positive solutions that will enable us all to Reach for AMAZING!

Elevating teams’ performance by identifying what solutions to behavior issues & encouragement will get an advocate/team to the next level of growth & providing the training support to enhance these coworkers to be effective, positive and contribute to all of our successes is a huge task, that can only be done one day at a time.

3/2023 TO 8/2023

UNITED HEALTH CARE – LEAD POINT OF CONTACT FOR WEBTECH & TEAM LEADER, TTEC - WORK FROM HOME

Reporting to Service Delivery Manger.

Started up the Entirely new Line of Business WebTech: Development of teams, resources, and best practices as the applied specifically to this new Line of Business.

Daily activities include:

Working directly with United Health Care as the sole point of contact for All things Webtech related

Interfacing with all levels of management and workforce to continue to build Webtech thru review of daily successes and opportunities for growth

Mentoring all Team Leaders and advocates, providing help anytime I can

Training all advocates on initial procedures and ongoing changes.

Selecting and Training and Scheduling of all OTP escalation team members

Identifying and mentoring future leadership skills within our own advocates

Managing incentive programs, schedules, attrition, skilling, access requests for all needed systems internal or client related, whether directly with the client or thru IDM tickets or specific resource access procedures, auditing Feasby file VS M&R roster VS Trio, updating team / site alignment / hierarchy for all systems within the process, assisting with full systems (equipment and software) troubleshooting, New Team lead interviews, Build program nominees for both Trainers and Team Leaders, time keeping and pay, coaching based on live call monitoring using A3i model, motivations for achievement and completing the full process of suspension and terminations. Conduct full focus groups and huddles. Customer Outreach Forms and analyze behaviors in order to spot trends and opportunities of improvement. Interface with and provide support and solutions to multiple Service Delivery Managers (and others) across various Lines of Businesses and beyond. Continuous development of tools and best practices to reduce the pain points and frustrations within our own processes while ever looking for positive solutions that will enable us all to Reach for AMAZING!

Elevating teams’ performance by identifying what solutions to behavior issues & encouragement will get an advocate to the next level of growth & providing the training support to enhance that team member to be effective, positive and contribute to all of our successes is a huge task, that can only be done one day at a time.

1/2022 TO 3/2023

UNITED HEALTH CARE - M&R MAOM AZ TEAM LEADER, TTEC - WORK FROM HOME

Started up the Arizona market and development of teams and best practices as the applied specifically to this new Line Of Business.

8/2021 TO 1/2022

UNITED HEALTH CARE - M&R TEMPORARY TEAM LEADER, TTEC - WORK FROM HOME

United Health Care’s Operations Team Leaders are responsible for a team's performance, development, mentoring, and coaching, to meet and continuously improve both TTEC and client metrics. Team Leaders primarily support a single client to meet/exceed client expectations, ensure billable hours are on track, and the team's goals are attainable.

As a team leader, I have only dealt with brand new advocates just coming to production from training, it is a pleasure to see them grow and mature. Every day challenges arise, login to LearnSource, product knowledge to payday kinks, Covid to coaching and termed to tenured. Perhaps the greatest joy is the ones who surprise you, when you thought it would not work out, yet eventually they make it.

4/2020 TO 8/2021

CUSTOMER SERVICE REPRESENTATIVE (CSR)(VOICE), TTEC - WORK FROM HOME

CUSTOMER SERVICE REPRESENTATIVE (CSR)(CHAT), TTEC - WORK FROM HOME

COACH (CSR)(CHAT), TTEC - WORK FROM HOME

MASS CHAT HELPER DEVELOPER / CHAMPION, TTEC - WORK FROM HOME

Pandemic Unemployment Assistance (PUA) Voice / Chat Agent / Chat Coach Promoting one call resolution of claimants’ issues when they contact us, this includes empathically Evaluating prospective claimant’s eligibility, Performing filing of initial applications, Conducting claim status checks, Identifying ALL issues with a given account and providing the correct and timely solutions, Filing weekly claims, Filing appeals and Guiding claimants through the appeals process, Solving account access issues, Providing proper policy guidance, Identifying potential fraud issues and a great deal more. Servings a chat coach allows for daily mentoring, advising and providing resolutions of claimant grievances and de-escalation of “difficult” claimants. All done concurrently with between 3 and 20 ACTIVE chat clients with 7 or more windows applications all simultaneously open. Demonstrated 100% Reliability, Consistently Excellent Metrics and proven ability to lead and partner successfully through strong verbal and written communication skills with staff and chain of command.

The title “Mass Chat Helper Developer / Champion” is self-given though earned. It displays my super hero strength which is as a Solution Provider. Mass Chat Helper (M.C.H.) is a tool that I developed to assist all of our agents with proper scripting and case notes documentation. It is technically a client side rendered html document with active scripting languages dynamically building the content real-time, while collecting data on script utilization and detail call disposition all directly entered by our agents. It directly reduces the repetitive work load on our agents, while providing strong basic scripting which applies to 90% of our claimant interactions. Our agent’s love this tool and it can bring a new chat agent up to a high level of proficiency, within a short amount of time. Data collection happens behind the scenes through html post requests which are processed via Microsoft’s Power Automate’s Flows and saved in SharePoint lists where the data is filtered and analyzed for detailed report generation of Top call drivers updated real-time. This is real world strategic planning, project management, results orientation, business acumen, strategic thinking, enthusiasm and imagination all combined.

6/2020 TO 8/2020

CUSTOMER SERVICE REPRESENTATIVE (CSR), KFORCE- WORK FROM HOME

Florida Department Economic Opportunities resolving unemployment payment & claims issues.

11/2018 TO 06/2020

CUSTOMER SERVICE REPRESENTATIVE (CSR), WILLIAMS SONOMA - WORK FROM HOME

Providing support and placing orders for Williams Sonoma Line, Pottery Barn, Pottery Barn Kids, West Elm, Pottery Barn Teen and Mark Graham lines. Cancelling orders, placing orders, refunds and replacement of defective or lost product, deescalating irate callers.

08/2018 TO 12/2018

CUSTOMER SERVICE REPRESENTATIVE (CSR), CONVERGYS - WORK FROM HOME

Placing orders, checking orders and call de-escalation for lost in transit for Cabela’s and Bass Pro.

11/2017 TO 05/2018

CUSTOMER SERVICE REPRESENTATIVE (CSR), SITEL - WORK FROM HOME

Providing support for Starbucks customers. Reviewing transaction history, cancelling and refunding orders and call de-escalation for Loyalty program.

11/2016 TO 06/2017

CASHIER AND SALESPERSON, SUNSHINE HEALTH FOODS TITUSVILLE, FL

Resources, products and an interest in building relationships means better customer service, and that means a better store! Cleaning, waiting on Customers directing to products tailored to them. Answering phone and keeping shelves organized and clean. Ordering and stocking.

04/2015 TO 10/2016

CLERICAL SUPPORT, CIRCLES OF CARE ROCKLEDGE, FL

The clerical duties are many and varied requiring good organizational and communication skills. Additional duties include coordinating administrative matters with the business office, medical records and other departments. Answering and making calls to clients. Scanning the clients’ id's and insurance to their charts. Using xerox and fax machine to process request. Make and change or cancel appointments per client or provider’s request. Type letters for various client request as Jury duty, diagnosis, return to work or school. Get lab results from various labs to provide to the provider to check status on clients’ medications. To fill out paperwork for clients using the internet to get address information for other offices. Also training co-workers on new procedures. Working with management to streamline procedures.

09/2009 TO 02/2010

CUSTOMER SERVICE REPRESENTATIVE (CSR), NATIONAL PEN SHELBYVILLE, TN

Call center position for the Inbound/Outbound calling sales position is responsible for contacting and selling products/services/supplies to selected customers in designated market areas via telephone. Requires demonstrated selling and persuasion skills as well as strong knowledge of the company's products/services and often requires knowledge of competitor's offerings. Uploading and creating logos for customers. Always up selling as required. Met company's expectations on sales.

06/2007 TO 02/2009

LICENSING CLERK, CENTRAL LICENSING BUREAU LITTLE ROCK, AR

Administrative filings for statutory agent representation, on an annual basis notify of annual report filings and filings for submission with the Secretary of State. Contacts with the insurance company to get their agents applications filled and processed for state approval. Typed, xeroxed and emailed applications as required for client for approval. Used internet to file applications and pay the annual fee to keep registered with 50 states and Puerto Rico to do business.

06/2005 TO 02/2007

CUSTOMER SERVICE REPRESENTATIVE (CSR), COMPLETE CREDIT MAUMELLE, AR

Call center position for the collection of hospital bills, contacts incoming and outgoing on customers' accounts. Took payments over the phone. Contacted clients to get collections of hospital bills. Met expectations of collections. Input information in data base to keep client information updated and collection activity.

04/1975 TO 02/2004

TECHNICAL ASSOCIATE/CUSTOMER SERVICE REPRESENTATIVE, SBC COMMUNICATIONS AUSTIN, TX

Call center positions of Admin / Sales /Technical Services stretching over 29 years throughout the Southwestern Bell Corporation at various levels. Filed out contract forms to determine cost of services. Maintained databases. Kept customer records, updated, ordered telephone services. Reviewed complaints and referred to designated departments to get issues resolved. Typed letters and ordered supplies for the installation of additional phone products and internet services. Used Xerox and fax machines to produce work orders for sending to other departments.

EDUCATION

ONGOING

COURSE WORK, TTECU ONLINE

200+ COMPLETED COURSES, MANAGEMENT, CORE VALUES, AND GOALS ETC..

Manager 101: Attendance Policy

Manager 101: Balancing and Prioritizing Your Workload (Job Aid)

Manager 101: Balancing and Prioritizing Your Workload (Self Study Guide Answer Key)

Manager 101: Balancing and Prioritizing Your Workload (Self Study Guide)

Manager 101: Conducting a Triad Session

Manager 101: Corrective Action

Manager 101: Problem Solving (Self Study Guide Answer Key)

Manager 101: Problem Solving (Self Study Guide)

Manager 101: Program Assessment Preparation and Review (Learner Guide)

Manager 101: Revenue and Margin Leakages Part 1

Team Lead 101: Engaging and Motivating Your Team

Team Lead 101: Getting to Know ASK Now

Team Lead 101: Human Capital: Attendance Policy

Team Lead 101: Human Capital: Corrective Action

Team Lead 101: Managing Customer Escalations

Team Lead 101: Role Transition: Leading a Team for Results

Team Lead 101: Team Lead Job Model

Team Lead 101: The Adaptive Coaching Model

Team Lead 101: Program Assessment

Leadership 101: Team Lead: Corrective Action (US) for Learners

Leadership 101: Team Lead: iConnect Quality Workshop for Learners

Leadership 101: Team Lead: Quality Overview for Facilitators

Leadership 101: Team Lead: Quality Overview for Learners

Leadership 101: Team Lead: Team Lead Job Model for Facilitators

Lean Inbound Transportation

Course: Reporting an Unplanned Absence

Course: S.A.F.E. for Delivery Center and Remote Associates: Reference Guide and Agreement

Course: S.A.F.E. for Professional & Enterprise Services Employees: Reference Guide and Agreement

Course: Team Lead 101: The Adaptive Coaching Model

Course: Team Leader and Nesting Certification - The Adaptive Coaching Experience: Collaborating on an Action Plan Part 1

Course: Team Leader and Trainer Certification - Empower for Leadership: Using Coaching Action Plans

Course: Team Leader Certification - The Adaptive Coaching Experience: Coaching Case Study

Course: Team Leader Nesting and Coaching Certification - The Adaptive Coaching Experience: Preparing to Coach

Course: Team Leader Nesting and Coaching Certification - The Adaptive Coaching Model

Course: TTEC Home: At-Will Employment Acknowledgement

Course: TTEC Home: Offer Letter Acknowledgement

Course: TTEC Acceptable Use Policy Acknowledgement

Course: TTEC AtHome: System Downtime Policy Acknowledgement

Course: TTEC AtHome: Timekeeping Approval Process Job Aid

Course: TTEC Care for Company Equipment Policy Agreement

Course: TTEC Code of Conduct

Course: TTEC Employee Equipment Loan Agreement for United States Employees

Course: TTEC FUNdamentals for United States Home Associates

Course: TTEC Global Remote Workstation Policy Agreement

Course: TTEC Privacy Policy Agreement

Course: TTEC Remote Associate: Login Logout Tracking Job Aid

Course: TTEC Remote Worker ASD Frequently Asked Questions Job Aid

Course: TTEC Remote Worker Tips, Tricks and Frequently Asked Questions Job Aid

Course: TTEC True North Journey

Course: TTEC United States and Canada Timekeeping Policies and Procedures Agreement

Course: TTEC United States Benefits: What You Need to Know

Course: TTEC United States Confidentiality Agreement for Non-exempt Employees

Course: TTEC United States Employee Policy Agreement

Course: TTEC United States Labor Laws Reference Acknowledgement

Course: TTEC United States Team Lead: Pay for Performance Plan Acknowledgement

Course: TTEC United States: Substance-Free Workplace Drug Testing Policy Acknowledgement

Course: TTEC Home: Troubleshooting Your TTEC Home Tools Job Aid

Course: TTECU_Empower for Leadership: Analyzing Performance

Course: TTECU_Empower for Leadership: Managing Employee Performance

Course: TTECU_Empower for Leadership: Navigating the System

Course: TTECU_Empower for Leadership: Using Coaching Action Plans

Course: TTECU_Empowered Customer Advocacy: Analyzing Root Causes

Course: TTECU_Empowered Customer Advocacy: Process Mapping and Customer Journey Mapping

Course: TTECU_Empowered Customer Advocacy: The Agent Involvement in the Customer Journey Mapping Process

Course: TTECU_Empowered Customer Advocacy: The Analytics Cycle

Course: TTECU_Manager 101: Conducting a Triad Session

Course: TTECU_Manager 101: Revenue and Margin Leakages Part 1

Course: TTECU_Manager 101: Revenue and Margin Leakages Part 2

Course: TTECU_Pulse: Delivering Results and Handling Feedback

Course: TTECU_Retention Strategy: Attrition and Retention

Course: TTECU_Retention Strategy: Early Warning Report

Course: TTECU_Retention Strategy: YOY Attrition Reporting Suite

Course: Understanding Wage and Hour Laws

Course: United States Healthcare Reform Exchange Notice

Course: United States: Oracle Employee Self Service: Managing Your Information

Course: Unleashing the Power of Mosaic

Course: Using iPay for U.S. Employees

Course: Using the ASK Now Mobile App

Course: You and TTEC’s Social Media Guidelines

Curriculum: Empowered Customer Advocacy

Curriculum: Humanify Neighborhood: Team Lead

Curriculum: Humanify Neighborhood: Your Virtual Workspace

Curriculum: TTEC 2021 Compliance - US Associates

Curriculum: TTEC 2021 Q3-Q4 Compliance - Team Leads & Trainers (Except US)

Curriculum: TTEC 2021 Q3-Q4 Compliance - US Team Leads & Trainers (Except: CA, CT, IL, ME & DE)

Home Kronos Timekeeping Procedure Acknowledgement Form

Home eSignature: Training Attendance Agreement At Home - 2015

A Critical-to-quality Tree - What’s That?

Active Listening

Adaptive Coaching Experience for Managers: Collaborating on an Action Plan (Self Study Guide Answer Key)

Adaptive Coaching Experience for Managers: Collaborating on an Action Plan (Self-Study Guide)

Adaptive Coaching Experience for Managers: Delivering the Coaching Action Plan (Self Study Guide Answer Key)

Adaptive Coaching Experience for Managers: Delivering the Coaching Action Plan (Self Study Guide)

Adaptive Coaching Experience for Managers: Preparing to Coach (Self Study Guide Answer Key)

Adaptive Coaching Experience for Managers: Preparing to Coach (Self-Study Guide)

Adaptive Coaching Experience for Managers: Reinforcing Positive Behavior (Self-Study Guide)

Agent: Effective Listening Tips 1-3

Agent: Effective Listening Tips 4-6

Agent: Empower Functionality Overview (Select Modules)

Are You Listening to Your Customers?

At Home e-Sign: Offer Letter - 2012

Automated Absence Line Process

Badge Deduction from Wages Agreement

Basic Measurement Concepts in Six Sigma

BBY: CE 11.02.2017 - ATH: PSP_GDL: PSP_REP: MG2 PSP/CMP Blended (Not MG1)

BBY: MSA ECC Vendor Confidentiality Agreement

BBY: New Hire Training Expectations Agreement- Home

BBY: Phone Etiquette & Professionalism – AMBR MBB PSP

BBY: Primary Support FY 18 CE: Order Problems

BBY: Primary Support FY 18 CE: Order Problems

BBY: Primary Support FY 18 CE: Order Status and Primary Support FY 18

BBY: Primary Support FY 18 CE: Price Match

BBY: Primary Support Top Call Driver: Returns & Exchanges-2017

BBY: Primary Support: Modify Order: Cancel Order -2017

BBY: Primary Support: Payment Failure -2017

BBY: Training Insight Survey 1

BBY: Training Insight Survey 2

BBY: UNIVERSAL SALES STRATEGIES FOR ECC-2017

BBY: UNIVERSAL SALES STRATEGIES FOR ECC-2017

BBY: Universal Support Strategy for ECC-2017

BBY: Universal Support Strategy for ECC-2017

BBY: UNIVERSAL TRANSFER TRAINING – ECC -2017

BBY: UNIVERSAL TRANSFER TRAINING – ECC -2017

Best Buy Associate Knowledge Self-Assessment_Primary Support (PSP) - ATH

Best Buy Associate Knowledge Self-Assessment_Primary Support (PSP) - ATH_2

Best Buy: Call Avoidance_Escalation Policy

Best Buy: Fraud Training Compliance Policy

Call Center Basics: Using Aux Codes

eLearning Post Event Survey (English)

Empower for Leadership: Analyzing Performance

Empower for Leadership: Managing Employee Performance

Empower for Leadership: Navigating the System

Empower for Leadership: Using Coaching Action Plans

Empower for Leadership: Using Corrective Actions

Empower TeleTech University Integration

Empowered Customer Advocacy: Analyzing Root Causes

Empowered Customer Advocacy: Customer Journey Mapping (Facilitator's Guide)

Empowered Customer Advocacy: Process Mapping and Customer Journey Mapping

Empowered Customer Advocacy: The Agent Involvement in the Customer Journey Mapping Process

Empowered Customer Advocacy: The Analytics Cycle

Ethics Code: Associates

Ethics Code: How TTEC Does Business – Associates – 2020

Getting Started: Zoom Basics

GLD: eLearning Post Event Survey (English)

Global Text Blast - Non-Philippines: Frequently Asked Questions Job Aid (as of January 2016)

Global Training Agreement for Home Associates

Healthcare Reform: TeleTech and HCR Overview

Human Capital: Hiring Overview

Identifying Workforce Optimization (WFO) and Its Functions

INACTIVE: Empower Performance Scorecard for Associates

INACTIVE: TeleTech Essentials 2016 Benefits - United States - Full-Time Employees

INACTIVE: TeleTech Essentials: 2014 United States Benefits – Full-Time

iPay Registration Job Aid

iPay View Statements, Paperless, Notifications

Keys to Effective Empathy

Kronos 6.2 for Associates

Kronos 8 for Associates

Kronos for Home Associates

Kronos for Home Associates: Login and WFO Procedures Job Aid

Kronos for Home Associates: System Downtime Pay Policy Job Aid

Kronos for Home Associates: System Downtime Pay Policy Job Aid

Kronos for Home Associates: Timekeeping Approval Process Job Aid

Kronos for Home Associates: Timekeeping Approval Process Job Aid

Kronos for Team Leads, Trainers, and Managers

Kronos Timekeeping Procedures for Home Associates (Curriculum)

Mosaic: Global Search Components

Mosaic: Introduction to Mosaic

New IVR Process Quiz August 2012

New U.S. Attendance and Scheduling Guidelines - Online Training

NICE Engage: Overview for Associates

Oracle Enterprise Single Sign On - FAQ

Oracle Enterprise Single Sign On - SSO

Pay for Performance Video Introduction

Pulse Survey: Sharing Results (Job Aid)

Pulse: Delivering Results and Handling Feedback

Quality Assurance Overview

Quick Wins in Six Sigma Implementation

Reporting an Unplanned Absence

Retention Strategy: Attrition and Retention

Retention Strategy: Attrition and Retention

Retention Strategy: Attrition and Retention (Learner Guide)

Retention Strategy: Attrition and Retention: Heat Mapping (Job Aid)

Retention Strategy: Attrition and Retention: New Hire Requisition Form (Job Aid)

Retention Strategy: Attrition and Retention: Standard Operating Procedure (User Guide)

Retention Strategy: Early Warning Report

Retention Strategy: TeleTech Retention Tools (Learner Guide)

Retention Strategy: YOY Attrition Reporting Suite

Return to Work Safety Guidelines

S.A.F.E. for Associates: Reference Guide and Agreement

Sexual Harassment Prevention and Avoidance – United States

Six Sigma Versus TQM

Team Lead 101: Team Lead Job Model

Team Lead 101: Team Lead Performance Scorecard: Measuring Your Success (Learner Guide)

Team Lead 101: Team Lead Performance Scorecard: Measuring Your Success: Team Success Rate Sample Calculation (Job Aid)

Teletech Home: Corner Office Pavilion

TeleTech Essentials 4.0: Non-G&A

TeleTech Essentials 4.0: Non-G&A

TeleTech Essentials 4.0: Non-G&A Agenda

TeleTech Essentials 4.0: Non-G&A Digital Binder

TeleTech Essentials: U.S. Benefits

TeleTech Home: Daily Startup, Shutdown, and Timekeeping Procedures

TeleTech Home: Daily Startup, Shutdown, and Timekeeping Procedures

TextConnect: Training Presentation

TextConnect: Training Presentation

TT2Go Terms of Licensing Agreement

TtE: Effective Listening Overview

TtE: Employee Expectations

TtE: Fraud Awareness Test

TtE: Fraud Awareness Training

TtE: TeleTech: Our History, Your Future

TtE: US Employee Self Service 1.2

TTEC Home: At-Will Employment Acknowledgement

TTEC Home: Offer Letter Acknowledgement

TTEC Home: TTEC Essentials Addendum for United States

TTEC Acceptable Use Policy Acknowledgement

TTEC Care for Company Equipment Policy Agreement

TTEC Essentials: ASK Now Agent Portal Job Aid

TTEC Essentials: The Ping Thing - Chat Etiquette Job Aid

TTEC FUNdamentals: Ethics Code: How TTEC Does Business – Associates - 2020

TTEC FUNdamentals: Reporting an Unplanned Absence (English Only)

TTEC Privacy Policy Agreement

TTEC Secure Workspace Policy Agreement

TTEC True North Journey

TTEC United States and Canada Timekeeping Policies and Procedures

TTEC United States Confidentiality Agreement for Non-exempt Employees

TTEC United States Employee Policy Agreement

TTEC United States: Oracle Employee Self Service

TTEC Home: Accessing Associates’ Computers Policy Acknowledgement

TTEC Home: Starting and Ending Your Work Shift the Right Way Job Aid - TT2Go Edition

TTEC Home: Troubleshooting Your TTEC Home Tools Job Aid

United States Confidentiality Agreement - Non-Exempt

United States Healthcare Reform Exchange Notice

USA eSignature: Arbitration Agreement Non-exempt

USA eSignature: Confidentiality Agreement Non-exempt

USA eSignature: Employee Policy Guide Acknowledgment - 2012

USA eSignature: Healthcare Reform Exchange Notice

USA eSignature: Revana Employee Policy Guide Acknowledgment

USA: eSignature for New Hires

Use Group Allowance (Access link from the WFM: 2973: Workforce Optimization v8.1 Workforce Management Supervisor Fundamentals Bundle)

Use Intra-Day Staffing Balances

Use Request Manager

Using the Kronos Gating App: Daily Procedures Job Aid

WFM: 2972: Workforce Optimization v8.1 Workforce Management Agent Fundamentals

You and TeleTech's Social Media Guidelines

HIGH SCHOOL EQUIVALENCY DIPLOMA, COLONIAL HIGH SCHOOL ORLANDO, FL

General High School Curriculum

SKILLS

Solutions first method of crisis management

Ability to manage multiple, complex, on going tasks and projects

Trainable and smart enough to know when to ask for help

High level of integrity, honesty, and judgment

Strong attention to detail and desire to follow procedures

High customer service orientation

CONCLUSION

I am passionate about supporting my fellow teammates, and I strive daily to embody theses values:

Lead every day, Do the right thing, Reach for amazing, Seek first to understand, Act as one, Live life passionately. Review my performance, you will see a stellar employee who enjoys solving issues and challenges efficiently and proactively.

As demonstrated, by my thirst for knowledge and the ability to teach myself how to apply new technologies and proven processes to assist those around me, I hope that you feel as I do, I am a great fit for this position and ready to take the next step. I would love the opportunity to discuss this role and how I can be of service.

Addendum: Self paced training to become a team lead has been exciting and ever changing as I have worked to learn all I can about the new project, I have enjoyed every minute of it!

Thank you for taking the time to consider me for the position.

Contact this candidate