Media Assistant Customer Service

Desarae Ralph

Email: *******.*****@*****.***

**** ****’s Canyon Dr

Greeley CO, 80634

Cell Phone:325-***-****

BioTrust Work History

●Brand Monitoring Specialist: May 2019 – July 2020

●Phone/Email Customer Service Agent: May 2015 - December 2018

●Social Media Assistant for main Facebook page and VIP group: January 2018 - July 2019

●Assisted with build of Knowledge Base in Salesforce: October 2016 – July 2017

Experience

●Familiar with Microsoft Office, Shopify, Yotpo, Salesforce, Amazon Seller Central, ProphIT, IRIS, and TROL programs for account maintenance/service.

●Reported copyright and trademark infringements to the company, identified product resellers in order to inforce the company’s Terms and Conditions, responded to customer reviews via Yotpo, as well as product and merchant reviews via Amazon Seller Central.

●Experience handling phone and email contacts, as well as special projects and follow ups needed when system outages or unexpected order problems have occurred.

●Assisted with the creation of articles for the internal Knowledge Base to aide customer service agents in answering customer questions with consistent and accurate information.

●Assisted in managing 6 BioTrust Shape-Up Challenges including registrations, final submission, weigh in results, prize distribution, and winner selection.

Accomplishments

●Promotion to Brand monitoring Specialist: July 2019

●Assigned to help manage VIP Facebook group and 12 Week Shape Up Challenges, as well as retention of VIP Facebook members via one on one coaching and building a personal connection with the company: January 2018 – May 2019

●Assisted with build of Knowledge Base in Salesforce: October 2016 – July 2017

Summary

I have been in the customer service business for over 20 years, and I’m a fast learner when it comes to taking on new tasks and responsibilities. I look forward to helping to ensure a positive perception of the company through customer reviews, ratings, and service.

Desarae Ralph

Email: *******.*****@*****.***

4850 King’s Canyon Dr

Greeley CO, 80634

Cell Phone:325-***-****

Sitel Work History

●Sitel W@H trainer for retail clients August 2014-March 2015

●Phone agent for credit card client campaign 2005-2014

●Selected for LSTT and promoted to Learning Specialist January 2011 - 2014

●Mentor for ‘On the Job’ training for 10 different lines of Capital One business 2007-2014

Experience

●Facilitated over 50 New Hire or Cross Train classes since 2008

●Responsible for educating new employees on proper facility procedures and policies through Sitel University and New Hire Orientation Modules

●Manage occurrence trackers, metrics, time cards, corrective counseling’s, and term documentation for trainees

●Assists production in coaching and completing QA’s to identify an agents area of opportunity and improve customer satisfaction scores

●Excellent classroom management and problem solving skills

●Complete understanding of adult learning styles and demonstrates ability to adjust presentation to effectively communicate information to different types of learners

●Brings personality and anecdotal experiences into the classroom to make presentations memorable and bridge lessons with real life experiences

●Experience handling a variety of call types including Customer Service, Technical Support, Fraud Management, Sales, Escalations, Retention, and Rewards for credit cards

●Subject matter expert on active listening, de-escalation techniques, out of the box solutions to customer concerns, and LEAD goals

●Well versed in client material and built strong partnerships with credit card Business Owners, Supervisors and Trainers to ensure training and production are consistent

●Evaluated curriculum and created material for client training to ensure regulatory compliance and customer satisfaction

●Assisted in developing task instructions and test queues for a client’s new line of business; these became the core of the client’s knowledge data base and call flow

●Analyzed customer feedback to improve service provided by agents as well as to resolve escalated issues and secure resolution for client customers

Accomplishments

●Sitel University:

●Learning Specialist Track Training Learning Plan – complete

●Learning Specialist Learning Plan – complete

●Learning Specialist Certification – complete

●Learning Developer Certification – complete

●Learning Evaluator Certification - complete

●Completed Phases 1,3,and 4 of Coach Track Training Learning Plan

●Completed Phases 1, 2 and 4 of Coach Learning Plan

●Certified by Capital One University Training Delivery Assessment Team 2008-2013

●Received Shining Star and Top Button awards for lowest classroom attrition, job performance, and dedication

●Received exceptional feedback from agents, coaches, peers, and learning managers on instruction and client surveys

●Phone skills – CSAST feedback from clients at 100% for 2014

Summary

I was employed with Sitel Corporation for 10 years and enjoyed overcoming new challenges and taking on new responsibilities in my years with the company. I truly found my place as a Learning Specialist and Trainer. Creating an upbeat, informative, interactive, and fun environment for our agents in the classroom is my specialty. I feel I can bring that same level of performance and enthusiasm to a new company, and I look forward to branching out.

References

Available upon request:

Barbara Tanjer – Growth Foundry Digital

Cairi Wolf – BioTRUST Nutrition

David Lane – MedTronic

Amena Bell – Weld County School District 6

Contact this candidate