Executive Assistant Customer Service

TAMI-LI ROGERS

***** * *** ** *, Cedar Hills UT *4062 · 801-***-****

adr5xq@r.postjobfree.com · www.linkedin.com/in/tami-li-rogers-7778a394

Highly motivated and driven individual that is detailed oriented with strong problem-solving skills. Thrives in a high paced environment with challenging and impactful tasks. I have nearly two decades of customer management, administrative experience, and success for internal and external customers. Structured and organized, yet able to adapt quickly. Strives to empower, motivate, and create authentic relationships in all spheres of influence.

CORE COMPETENCIES

• Benefit Administration/HR Operations • Onboarding/Training

• Quality Assurance • Complex Problem Solving

• Customer Service • Process Improvement/Efficiency

• Problem Prevention • Office Management

• Written Communication • Conflict Resolution

• Personnel Management

EXPERIENCE

AUGUST 2017- JUNE 2022

QUALITY ASSURANCE & CUSTOMER EXPERIENCE SPECIALIST, PURPLE INNOVATIONS, LLC

Managed via phone/email/text over 150 escalated situations concerning warranty claims for valued customers.

Improved overall QA department customer satisfaction and maintained 100% resolution with clientele.

Developed a new Quality Analyst position and facilitated ongoing training of new hires.

Improved SLA by 7 days within 1 month of hire and set new department SLA standards.

Spearheaded multiple project developments in customer satisfaction/agent training.

Utilized the following project tracking apps: StellaConnect, Looker, Lattice, Zendesk.

Demonstrated advanced proficiency in multiple E-commerce platforms including Amazon, Shopify, NetSuite, and Stamped.IO

Managed Purple’s Better Business Bureau (BBB) profile and maintained A+ rating

Successfully and singlehandedly improved Purple’s positive image by increasing their BBB Review rating from 1.8/5 to 4.19/5, with a 4/5-star rating since January 2021.

Implemented creative resolutions and communication with BBB consumers.

Reviewed and responded to customer feedback and complaints from the Purple website.

Identified trends in customer feedback

Wrote macro responses for the Quality Assurance/Customer Experience team

Resolved and responded to 1,500 emails with customers monthly

AUGUST 2014-MARCH 2017

HUMAN RESOURCE MANAGER, FIRSTMILE, LLC

Created and managed onboarding process for all new employees

Utilized analytic and problem-solving skills to find resolutions to employee and management issues.

Managed and coordinated employees in six states nationwide in three separate company entities.

Grew HR position from 33 employees to 100+ employees in less than 3 years.

Engaged in excellent customer service to internal and external employees and vendors.

Created and structured a company safety coordinator position.

Managed all employee and company benefits working closely with an insurance broker.

Handled yearly open enrollment.

Created and implemented company policies.

Created and maintained all personnel files.

Implemented and directed the company wellness program.

Created job descriptions and worked with managers to set up employee review processes.

MAY 2006- AUGUST 2010

EXECUTIVE ASSISTANT/OFFICE MANAGER, EDIZONE, LLC

Executive assistant to company President and all Vice Presidents

Completed all onboarding paperwork with new hires

Verified new hire paperwork for completeness and compliance with federal and state regulations

Scheduled all meetings and handled all company travel.

Multi-line telephone answering

Handled shipping and receiving of international and domestic shipments.

Initiating and tracking patent applications

Customer service

Hired and managed building cleaning staff

MAY 1999- MAY 2006

EDUCATION ASSISTANT/OFFICE MANAGER, UTAH COLLEGE OF MASSAGE THERAPY

Assistant to Education Manager and Faculty Coordinator

Hiring and management of front desk personnel

Teaching and critique of students learning clinical massage skills.

Coordinate and organize student orientations and graduations.

Created instructor quarterly teaching schedules.

Managed, scheduled, and disseminated student curriculum.

EDUCATION

MAY 2018

BACHELOR OF SCIENCE, utah valley university

Associates of Applied Science, graduation date May 2012

Bachelor of Science/Public and Community Health, graduated May 2018

Major: Health Science – Overall GPA 3.60

Dean’s List/Honor Roll six consecutive semesters

AUGUST 2017-APRIL 2018

HEALTH PROMOTIONS INTERNSHIP, UTAH COUNTY HEALTH DEPARTMENT

MAY 1998-MAY 1999

LICENSED MASSAGE THERAPIST, utah college of massage therapy

Utah School of Massage Therapy

Overall GPA 4.0

SKILLS

Excellent Communication Verbal/Written

Business Writing

MS Office 365

Excel

PowerPoint

Outlook

Slack

Shopify

NetSuite

Zendesk

Stella Connect

Stamped.io

Workday

Teams

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