Customer Service Representative

**** ******* ** ************, ** *****

812-***-**** (Cell) ********@*******.***

Jillian M. Zoller

Objective

Skills

Seeking a position in a team-oriented environment which provides a variety of challenging tasks, and leverages my talents to improve the performance of the company.

●Advanced knowledge of common computer software including the Microsoft Office Suite (Excel, PowerPoint, Word), and how to apply these tools to provide business solutions.

●Highly skilled at developing metrics for operational and C-Suite reporting.

●Strong understanding and experience in customer technical service and telephone support processes. This includes scripted support processes.

●Excellent problem solving and analytical skills, with a focus on process enhancements and sharing knowledge to improve the organization

●General knowledge of hardware and software troubleshooting (Tech support). Supported Employees when IT team encountered time sensitive concerns that required their full attention.

●Experience

2019- 2024 Renewal By Andersen (RBA) (Indianapolis, IN)

Workforce Management (WFM) Manager - May 2022-Jan 2024

●Managed schedules and staffing for approx. 175 employees, including all meetings and scheduled activities across several departments

●Created multiple processes for efficient data analysis and consolidation

●Built a team of 3 individuals, developing the necessary skills to be proficient in Excel and analytics processes

●Served as ongoing leader and mentor for 4 of team members while focusing on improving their analytical skills/techniques for identifying patterns and trends such as data discrepancies and irregularities, KPI outliers (positive and negative), positive and negative trends within ranking reports, and more

●Responsible for KPI reporting for multiple departments

●Developed an operational plan using Year over Year projections to identify needs of the business - staffing, lead generation, metric expectations

●Developed attendance tracking system to streamline employee timeliness, which led to 40% less attendance occurrences year over year

●Created stack ranking system using Excel to rank agents and coaching staff within their respective departments with three major KPIs: Adherence, QA score, and Hours worked per Sales demo produced (HPD).

●Stored and updated employee information for approx 200 employees within Monday.com, allowing for efficient access, management, and mirroring of this data throughout the system; data included, but was not limited to personal information such as phone number, email, and address, scheduling information such as active schedules and schedule availability, workplace information such as extension, work email, payroll information, and more

●Led new software implementation for two business critical applications (Calabrio & communityWFM), including scoping, implementation, training & adoption, and ongoing support of each system

Workforce Management (WFM) Team Lead - Oct 2021-May 2022

●Short term transitionary position for leadership development

●Reconceptualized the WFM team to meet both the needs of business and employees. This process change developed specialties for each WFM team member based on their strengths to ensure all tasks were handled without overlap of effort.

●Created a system to process employee data from the hiring & onboarding process to WFM, via Monday.com, to ensure accuracy of information.

● This process cleared up many concerns regarding agent availability and mitigated human error. This was conceptualized by the hiring manager, and built and optimized for efficiency by me.

●Provided leadership with accurate timely reporting on answer rates, handle time, outbound dials, potential wasted leads (database burning), adherence to agent schedules, wrap up time (after call work) and disposition codes (explanation of what happened on each call), total time spent off the phone/floor and what states agents were in during that time, and production metrics

Workforce Management (WFM) Specialist - Jul 2021-October 2021

●Helped the WFM team and contact center to implement a new WFM system (Calabrio) and train all staff on different User Interfaces (UIs) for each department

●Create forecasts for current and future staffing needs using Calabrio for short term forecasts and excel for long term/yearly forecasting

●Create and manage employee schedules for all staff (150-200 employees)

●Created a request management and tracking system using Monday.com to ensure all requests were handled in a timely and accurate manner. This system also allowed for any necessary audits to ensure processes were handled correctly.

●Created, managed, and maintained a “Master File” containing all employee information, including schedules, personal information, anniversary dates, work information (email, phone extension, etc.), and much more for 200 employees

Inside Sales Trainer - Apr 2021-Jun2021

●Trained new Inside Sales Representatives (ISRs) on proper processes, systems used in the position, policies, scripting, etc. post hire - YOHO methodology

●Average class size was 10-15 agents, 95% of agents graduated training and moved on to the floor, approx 60% retention rate for first 30 days of employment after graduation

●Track trends and patterns in employee metrics such as answer rate, set rate, appt issue rate, and sales demonstration completion rate (demo rate) using excel, providing daily/weekly status updates and communicating this info to directors and managers

Inside Sales Representative (ISR) - Mar 2020-Apr 2021

●Conducted outbound sales calls to generate appointments from existing leads.

●The age of leads varied from new to several years old with no contact.

●executed 200-400 calls per day, appt generation of approx. 40% of contacts

●Ensured that appointments and homeowners met qualifications necessary to install RBA windows (excluding cost) to give the salesperson the most opportunity for success upon entering the home

Proximity Marketing and Training - Feb 2019-Mar 2020

●Conducted door to door sales and Proximity marketing in different areas for customers in need of window and door solutions, as well as real time lead qualification

●Expected to visit 150-200 houses per day, expected to pitch 20-30 customers, set appointments for a salesperson to enter the home at approx. 35% rate

●Tasked with training new/tenured Proximity Marketers, using the award winning YOHO sales approach to increase overall marketing success

2015 - 2018 Customer Service Roles (Cincinnati area)

●Performed two Food Service roles (Jets Pizza and Frischs Restaurant) that developed a strong work ethic, understanding of the operational financial processes, importance of timeliness and division of work responsibilities to support the operational model for the business.

●Perform all duties in a multi-tasking, fast-paced, high stress, time sensitive environment

July 2015 - Nov 2016 Education at Work (Cincinnati area)

Customer Service Specialist

●Provide customer account problem resolution for a fortune 500 company

●Assisted customers with sales and account troubleshooting

Data Processing

●Implemented a quality review process with Office Suite software

●Performed data entry and reviews for critical business data utilized in a variety of corporate processes for a major payroll company

●Received data inputs in various file formats from clients and verified content for accuracy

●Standardized all data into a single format and uploaded into a master system

●This role was critical for accurate payroll processing for employees of medium to large corporations

●Worked in a team environment to ensure quality analysis of all projects that were the responsibility of our department

Education

2015-2016 University of Cincinnati Cincinnati, OH

●Target Major - Statistics, Minor in Marketing

2011-2015 Batesville High School Batesville, IN

●Developed an advanced knowledge of Microsoft Office products, Including Excel and Word

●Internship with Hill-Rom( now Baxter) Inc., (2014-2015) - Hill-Rom is a hospital equipment manufacturing company and my tasks included data analysis and reliability engineering, I worked with engineers throughout the company to identify issues with products and develop solution proposals. Developed creative ways to reduce costs company-wide.

●AppleCare (2013-2015) - Member of BHS IT department, front line technician working with students and staff to help identify and fix hardware and software issues with MacBook.

●BHS Band and Color Guard (2009-2015) - Performed for BHS football fans, as well as state and national competitions.

●BHS Softball (2011-2014) Pitcher and first baseman and supported my team through fundraising, moral support and respect

Interests

I enjoy music, sports, and family, as well as classic cars. I have also built my own computer and performed in equestrian competitions.

References

Frank Pizza RbA 201-***-**** ***********@*****.***

Ruth Lanni RbA 609-***-**** ******@************.***

Cindy Ollier CEI 812-***-**** *********@*****.***

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