Support Specialist Call Center

Rhonda L. Krider

Seattle, WA 503-***-**** *******.******@*****.***

Profile: www.linkedin.com/in/rhonda-krider/

Accomplished and award winning service professional with decades of experience is available to provide service/product support and guidance. Expertise in identifying customer and company needs, exceeding expectations, while using resources and soft skills to de-escalate conflicts. Flexible, self-starter, multi-tasker, and dedicated team-player that will be an asset to any team and organization.

RELEVANT EXPERIENCE

Admin Support Specialist, Partners Program - Trupanion Pet Insurance Jan 2023 – Sep 2023

Promoted to focus on software integration in addition to the Coordinator responsibilities below.

Performed CRM data cleanup of hospital accounts and portal connections by analyzing report data and correcting technical and non-technical errors.

Triaged problems with initial onboarding hospitals to resolve issues using current resources. Gathered further details as needed to escalate to Vet Systems and other IT teams.

Onboarded and trained team members including training the trainers, building modules on new subjects and updating older modules, and facilitating group trainings.

Created and updated knowledge base documentation using Confluence, SharePoint, and MS Teams messaging.

Guided and supported Administrative Coordinators to ensure accuracy and gain knowledge.

Admin Support Coordinator, Partners Program - Trupanion Pet Insurance Feb 2021 – Dec 2022

Provided excellent service to Trupanion’s entire veterinary business of 300 people, including veterinary hospitals, Account Executives, Market Leaders, Territory Partners (Outside Sales), and a variety of internal departments.

Managed 7 email queues and 11 live chat channels while maintaining a targeted 48-hour SLA.

Onboarded veterinary hospitals to one or more of the Trupanion portal software platforms (Vet Portal, Vet Portal Lite, ezyVet). Converted platforms when hospitals changed PIMS. Triaged technical issues, providing solutions and escalating to/assisting Helpdesk as needed.

Routed sales leads and inquires to Territory Partners for follow up.

Entered and updated information into Microsoft Dynamics CRM for hospitals, including technical system details.

Reported companywide software installation numbers and usage for follow-up by Market Leaders.

Member Experience Specialist -Trupanion Pet Insurance, Seattle, WA Sep 2017 – Feb 2021

Provided outstanding service for policy holders of pet insurance via inbound phone, email, and chat channels. Solid comprehension of deductibles and coverage categories were required for claim explanations. Deescalated situations with facts and empathy while aligning with insurance regulations.

Interviewed and trained new hire call center agents, shadowing calls and providing feedback.

Call Center Agent - Salty’s Waterfront Seafood Grills, Seattle, WA 2013 – 2017

High volume, inbound reservation entry with consideration to party size and staffing. Answered questions regarding our three NW waterfront locations, menu items, customers dietary needs, and specific celebrations.

Assisted with training new hire call center agents and cross-training front desk staff. Created training documents for consistent training practices.

Administrative Assistant - John L. Scott, Mercer Island, WA 2012 – 2014

Weekend admin for high volume real-estate office of 30+ agents. Key holder, open and closing responsibilities.

Greeted clients, answered homes for sale questions, and directed new sales leads to appropriate realtor.

Created home-for-sale flyers by request and weekly digital maps for open houses on island.

ADDITIONAL EXPERIENCE

Football Game Official - Pacific Northwest Football Officials Association (PNFOA), Seattle, WA 2017 – Current

Provide fairness, integrity, decisiveness, and sound judgment to enforce and teach student-athletes the rules of the game. Guide and encourage good sportsmanship and model how to excel on and off the field.

Volunteer for Technology and Apprentice Leadership Committees. Manage Social Media posts for recruiting, events and communications regarding business meetings and trainings. Update website using WordPress. Create mail merges and email campaigns using Mail Chimp. Assist new officials with state certification process, classroom, and field training.

Appointed to DEI Officer position in 2023. Implement, develop, and provide training for program and investigate EEO policy violations.

Professional Administrative Assistant - Advantage Resourcing, Seattle, WA 2011 – 2013

MEECO Mfg.- Reception/Customer Service, logistics, accounts payable/receivable/past due acct recovery.

King County Medical- Patient records filing, delivery and collection, audits, year-end file clean-up.

Howard S. Wright Construction- Reception, front desk operator, mailroom, meeting room scheduling.

Sales & Service Specialist - REI Flagship, Seattle, WA 2008 – 2011

Service- Processed returns, cashed out member dividends, ordered out of stock products from other locations.

Sales- Exceeded monthly membership goals. 2009 Anderson Award Nominee for Exceptional Service.

Product Testing- Researched and tested new camping equipment products to share with team and customers.

Office- Phone reception, loss prevention, sales &returns reporting, coordinated team building volunteer projects.

EDUCATION AND CREDENTIALS

University of California - Berkeley, Berkeley, CA

Coursework in Sociology with focus on Race and Gender in Sports

NCAA Div. I Athlete, Women’s Softball and Field Hockey

CPR/AED and First Aid Certification

Expires May 2025

Insurance Property & Casualty (P&C) License

Expires May 2025

SKILLS

PIMS Integration Workday Confluence Smartsheet Tableau Concur WordPress Epic MRM Microsoft Dynamics CRM Microsoft SharePoint Adobe Photoshop Microsoft Office Suite including Excel (Pivot Tables) and Outlook (Scheduling) Google Workspace

VOLUNTEER WORK

Camp Counselor -Camp Victory for Kids, Ocean Park, WA 2006 – Current

Kitchen Volunteer and Donor -Teen Feed Org, Seattle, WA 2021 – Current

Foster, Adoption Events, Dog Training -Dog Gone Seattle, Seattle, WA 2018 – 2020

K9 Air Scent Detection Handler -SearchOne K9 Search & Rescue, Portland, OR 2004 – 2007

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