Jae Lucas

**** ********* ****

Columbus, OH *****

Telephone: 740-***-****

Email: adtbi8@r.postjobfree.com

JL

Experience

Quality Assurance and Social Team, Candid Co.

Columbus, OH — October 2022 - October 27th, 2022

Responsibilities

●Reviewing agent/patient interactions to ensure that company standards are being met.

●Gather interaction based trends in order to present them to the team to determine what changes, if any, need to be made to how interactions are being handled.

●Monitor social media pages and respond to feedback as needed.

●Submit calibrations to supervisors as needed based on agent interactions for long-term coaching needs.

Support Lead, Candid Co.

Columbus, OH — November 2021 - Current

Responsibilities

●Helping support agents navigate patient accounts to ensure that their journey is running smoothly.

●Handling escalation callbacks, taking on high touch cases, and approving refunds.

●Making sure support agents have access to the tools they need to make each, and every interaction successful.

●Real time coaching with agents in the form of Slack messages, and Google Hangouts/one on one sessions.

●Documenting trends in interactions and agent help inquiries to develop materials and trainings.

●Managing queues/coverage.

●Submitting calibrations to supervisors for more long-term coaching needs.

Support, Candid Co.

Columbus, OH — October 2020 - November 2021

Responsibilities

●Helping patients through their journey, and making sure they get

the care and attention they need to ensure their journey runs

smoothly.

●Keeping detailed notes of the patient’s experience for future agents

to make sure that the patient’s journey continues to go smoothly.

●Understanding Candid’s processes and procedures, and being able to explain them in a way that the patient will understand.

●Being the middleman between the patient, and the orthodontist, and communicating the orthodontist’s directives to the patient clearly.

●Helping teammates by answering general questions in pod channel.

●Covering huddles for supervisor as needed/when asked to do so.

Merchandise Processor, Torrid OHDC

West Jefferson, OH — August 2020 - October 2020

Responsibilities

●Sorting through internet returns, and making sure that all of the

items listed on the invoice are in the package.

●Adding the items back into the system, repackaging, and getting

them returned to the floor.

●Putting orders together, and getting them ready for shipment.

Customer Service, Lowe's

Marietta, OH — February 2019 - August 2020

Responsibilities

●Cashier

●Customer service

●Processing returns

●Having a basic understanding of products to be able to assist customers with purchases.

●Internet fulfillment (filling and readying orders for customer pickup)

●Answering and making phone calls

●Helping make sure the front end is able to run smoothly

Cashier, Speedway LLC

Marietta, OH — April 2018 - December 2018

Responsibilities

●Cashier

●Customer service

●Product stocking

●Maintaining store cleanliness and Speedway expectations

●Food preparation

Cashier, Warren’s IGA

Marietta, OH — April 2017 - April 2018

Responsibilities

●Cashier

●Customer service

●Product stocking

●Cleaning register area

Deli, Warren’s IGA

Marietta, OH — April 2017 - April 2018

Responsibilities

●Customer service

●Food preparation

●Slicing meats and cheeses

●Answering phones

●Taking orders

●Cleaning

●Stocking

Cashier, Walmart

Marietta, OH — October 2016 - January 2017

Responsibilities

●Cashier

●Facing/fronting aisles

●Product stocking

●Customer service

Pet Care Associate, Petsmart

Tampa, FL — May 2016 - June 2016

Responsibilities

●Pet care

●Cashier

●Product stocking

●Customer service

Culinary Operations Host/Hostess, Seaworld Parks & Entertainment

Tampa, FL — October 2015 - December 2015

Responsibilities

●Provide exemplary service and ensure culinary standards of service are met

●Follow menu guidelines to specifications and serving procedures

●Process and serve in a timely and courteous manner

●Perform general housekeeping tasks

●Processing monetary transactions

●Perform general food prep work

Telemarketing Sales Representative, JAK Productions

Parkersburg, WV — November 2012 - December 2014

Responsibilities

●Help nonprofit clients acquire new donors

●Build long term relationships with donors

●Maintain and exceed sales quota

●Follow customized scripts

●Reach out to donors

Accomplishments

●Brought in maximum donor revenue

●Employee of the month four times

●Exemplary attendance record

●Quality call service

Education

Washington State Community College

Early Childhood Education — Spring Semester 2016

First Semester Completed

Washington County Career Center-Adult Technical Training

GED — August 2015 - September 2015

Skills

●Computer Skills

●Communication

●Organization

●Multitasking

●Salesforce

●Zendesk

●De-escalation

●

References

Available upon request.

Contact this candidate