ETSU

Empathic Learning - "The important thing is not to stop questioning."

I am working as a case manager in the Neighbor Solutions Expert team full-time in a call center environment. “One stop shop” for solutions to incoming cases via CRM platform. Assist all employees with any requests via internal chat and phone. Guide consumers with their routers/network configuration while achieving service satisfaction. Set appointments and manage calendars for follow-ups on cases when needed. I assisted with a small-team project to implement processes for customer account access issues. I have maintained a positive customer average feedback loop of 90% for 24+ months. I have produced and edited documents to assist with expectations and training.

Ring

Neighbor Solutions Expert

Ring Community Support

Work as a Security Service Analyst on a full-time basis in a call center environment. Process access and remote requests with Active Directory Management. Use multiple knowledge base databases to provide the Line of Business with support and knowledge. Assist with hardware and software support, as well as VOIP. Assist Tier 1 Support with expediting tickets and request.

Wells Fargo

Security Services Specialist

Work as a Technical Support and Customer Care on a full-time basis in a call center environment. Documented all conversations and issues into a CRM platform. Assisted with Quality Assurance and Management.

Intuit

Technical Support

Work as a lead Sales Manager on a part-time basis in a high-end shoe store. Train and mentor new associates on procedures and sales techniques. Assist management with scheduling and performance improvements. Consistently maintain top performance in number of transactions and sales totals. Put out new merchandise with signage and appealing displays that encourage customer sales and move overstocked items.

ALDO Group

Sales Team Lead

Work as a Kiosk Manager on a full-time commission basis pay in a mall environment. Completed all hiring processes and training for new employees at location. Managed scheduling and performance improvements via POS system including payroll. Ordered new product to promote consistent marketing strategies with modern trends. Helped retain and create a customer database to sustain an average profit of over 125% weekly for duration of employment.

Matthew Herrera