HOLLY MCGRAIL

***** ******** ** ** *.

WILLIS, TX 77318

856-***-****

adsxlk@r.postjobfree.com

Summary of Qualifications

Work At Home - Remote (11 months with Omni Interactions), Scheduling (10 yrs), payroll (4yrs), Customer service (15+ yrs), administrative assistant (5+), information/ record/ office clerk (5+ yrs), office administration, receptionist, secretary (5+ yrs), social/community service (4 yrs), personal care (7 yrs), child care worker (7 yrs). SaaS: Salesforce; Teams; Docebo; Zoom; MicroSoft Office; EMR

Work History:

Omni Interactions

Jan 2022- Current

Remote

Roles within the company that I work and assist with on a daily basis are: GBA (Gig Brand Ambassador) / Tier 2 (assisting lower Tier 1 with helping thier customers)/ QuickBooks Online product support and SME (Subject Matter Expert).

I provide Small Businesses, customers and Tier 1 agents with the best customer service possible. Navigating multiple systems and programs, documenting all calls and chats, creatively solving problems, assisting and solving technical issues, assisting Small Businesses run accurately and properly are all the things I do on a daily basis during my scheduled shifts. Managing over a group of peers and assisting new employees with their problems/ situations with their customers. I am cross-trained (and upskilled) across multiple products within the company, such as Intuit QuickBooks Online (QBO), QBO Payroll Core, QBO Payroll Premium, QBO Advanced and QBO Payroll Elite. I collaborate with management to identify and prioritize new development concepts. After just a short while working as a GBA, I was promoted to Subject Matter Expert(SME).

As a SME at Omni Interactions, I work in small groups and we act as a main resource to the new agents as well as the tenure agents. We train the GBA's, monitor their calls for quality and compliance, and provide review sessions to inform them of the areas in their metrics details that have room for improvement. In my Supervisory duties, I have to respond to Escalations and Supervisor Call-back Requests. We analyze Quality Control and proper use of products and troubleshooting techniques with almost every call. I have also provided assistance via live chat.

In Home Attendants

Sept 2014 - Dec 2021

Spring and The Woodlands, TX

I administered prescribed medications to clients when needed. I was in charge of ordering and picking up their medications. Assisting clients with ambulation and mobility around the house or outside (doctor’s appointments, walks etc.). Assisting clients with personal care and hygiene on a daily basis. Taking clients into the community to socialize. Helping with physical therapy exercises. Plan and prepare meals for the clients. I have also had to help with shopping or accompany the client when they shop. I had to do light housekeeping duties for all of the clients that clients that could not complete it on their own. I mainly helped maintained clients quality of life and everyday normal living routines.

Bancroft, Cherry Hill, New Jersey

Senior Program Associate Jul 17, 2010 - May 21, 2014

Maintained the household which duties include; scheduling staff and appointments, payroll, ordering household products and groceries (for 8+ employees/ clients), delegated tasks to be completed for the day, managed financials for clients within the household; completed all paperwork for the day/ week/ month. Promoted daily advocacy and administered medication daily, followed through with doctor appointments. Communicated with all staff (managers/ nurses/ staff/ etc...), team leader, and efficient with time management.

CVS Pharmacy, Haddon Heights, New Jersey

Shift Supervisor Dec 01, 2003 - Feb 01, 2010

Promoted from cashier/ stocker to Shift Supervisor which duties included money/profit handling, manager over-rides and fulfilled requirements of all positions when needed, train new employees, stocked shelves and helped customers fulfill their shopping needs, scheduling, payroll, resolved all problems and complaints, inventory management, managed overstock, time management, excelled at leadership skills, task delegation and provided stellar customer service.

Big Brothers Big Sisters, Cherry Hill, New Jersey

Project Director Mar 01, 2008 - Aug 01, 2008

Duties during internship included; contacted clients, follow-ups on potential clients, call/ verified references and made sure all requirements were in order to become a client. Copied, filed, organized paperwork, proficient in Microsoft Word, Spread sheets and Excel, answered a multi-phone line and performed other clerical duties that were needed in the office.

Was hired after the internship for the Project Director position in which duties included grant money management, had direct contact and hired recreational businesses, contacted, scheduled and hired food distributors, contacted parents/ volunteers with time management and developed and implemented a new summer program successfully and resourcefully utilizing supervised volunteers.

Education

Strayer University

•3+ years college, technical or vocational school,

•Major: Business Management

Camden County College, Blackwood, New Jersey

•Associates Degree, Major: Human Services

Additional Skills

Customer Service Representatives 15 yrs

First-Line Supervisors/Managers of Office and Administrative Support Workers 10 yrs

Information and Record Clerks, All Other 10 yrs

Office Clerks, General 10 yrs

Office and Administrative Support Workers, All Other 10 yrs

Receptionists and Information Clerks 10 yrs

Payroll/ Scheduling and Timekeeping Clerks 5+ yrs

Personal Care and Service Workers, All Other 10+ yrs

Child Care Workers 12 yrs

References

Given upon request

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