Customer Service Administrative Assistant
Resume:
Julie Phelps
I am seeking a remote support position. What I excel at is using the written word effectively to convey information, to connect with and nurture customers and to diffuse potential upheavals! I tend to find ways to get things done, and hope to locate an employer who would appreciate my tenacity, resourcefulness and loyalty. I am willing to do full time hours but have great interest in part time hours, adjusting according to need.
Recent work history:
CloudIT Support - In the Clouds!
January 2010 - present
Online Support
Cloud IT is a web-based company offering remote support for about 95% of all computer related issues. Still in start-up mode, their platform and needs are constantly changing. I work part-time as needed, contacting technicians, applicants and businesses by email, by phone, or text. I create and/or edit content for brochures, for RFIs, and web-content.
Kabam, Inc. – San Francisco Bay Area
June 2010 to November 2011
Customer Care Associate
Kabam creates multi-player social games. I worked remotely as a customer care associate, answering customer emails, moderating forum posts and chat rooms, creating answers and knowledge base content, monitoring the pulse of the communities, and keeping the development team aware of changing priorities for customer satisfaction. I used OTRS, ZenDesk and RightNow as a customer response and tracking tool. I helped launch a customer telephone outreach program as a way to establish relationships with certain dedicated players. The result was increased spending frequency. I helped monitor and respond appropriately to BBB complaints, getting them resolved. I placed phone calls to players who needed soothing, diffusing their anger and bringing them back as happy and engaged players. My CSAT (customer satisfaction) scores remained in the highest percentages attained by our team. Interaction with out-sourced customer service agents such as Metaverse Mod Squad and European team members was ongoing by use of IM chat messages and email. In November of 2011 I resigned from Kabam and moved to my present location in Warrensburg, Missouri to be close to family.
Ooga Labs (WonderHill) – San Francisco, CA
June 2006 to June 2010
Community Specialist
Ooga Labs is a “technology think-house”. I began as a contractor for the startup venture doing remote moderation of user-posted content on their new classified posting site (Kaboo, renamed HandyList). The company developed more products, and formed additional entities. I transitioned into working for GoodTree and then WonderHill (for games), both under the Ooga Labs umbrella. I became a salaried, full-time remote employee after the first year. Duties and priorities changed frequently, and included customer care by email and some by phone. I created forum and knowledge base articles, standard and individualized responses for customer care, moderated forums and chat postings, helped create new online neighborhood communities, and dealt with PayPal issues and processes. I trained new customer care assistants via IM chat and phone. Prioritizing and relaying customer issues and responses to the development team was ongoing. The products were social games on MySpace and Facebook. Initial customer care tools were primitive, but eventually we used ZenDesk. In June of 2010 Kabam purchased WonderHill, and I became an employee of Kabam.
Seneca Center – San Francisco, CA
February 2001 to May 2005
Executive Assistant
Seneca Center is a not-for-profit organization providing community-based and family-based service options for emotionally troubled children and their families within the greater San Francisco Bay Area. I was hired as Administrative Assistant in t heir San Francisco location, housed within San Francisco General Hospital. The facility was a 24-hour lock-down residential and educational facility for troubled adolescents. I eventually was promoted to Executive Assistant for the facility director and her immediate staff. The duties included learning P.A.R.T. (non violent restraint and self defense), and supporting the credentialed staff of teachers, psychiatrists, therapists, floor counselors and behavioral specialists. I was liaison with the City of San Francisco, San Francisco General Hospital, state authorities, county authorities, Department of education, and families of the residents. I ordered all food and supplies for staff and residents, arranged for and monitored the maintenance and repair of all equipment, coordinated events, inspections and various required meetings with school and state officials. In conjunction with hospital administrators I contributed to the creation of the official procedures guidelines and agreement between the hospital and Seneca Center. Due to tenacious effort, I resolved long-standing issues with between various hospital administrators and Seneca regarding phone systems, maintenance and access policies. I was laid off due to a company wide cut back affecting all non-credentialed staff members.
Current community involvement:
Board Secretary - Habitat for Humanity, Johnson County
Community Liaison - Aspect Exchange Student Foundation
Julie Phelps
602 Grover Street, Warrensburg, MO 64093
***.*******@*****.***
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