Frontline training and leadership.

Better.com

Processing Team Lead

-Provided customer support, as well as sales and logistical support via phone and email ticketing.
-Provided hardware and software troubleshooting for POCUS products.
-Helped develop training materials and led new-hire classroom-based training.

Butterfly Network, Inc.

Technical Support Engineer / CX

-Managed, motivated, and developed a team of passionate CX specialists who support customers via phone, email, and text.
-Developed and led classroom-based training for new hires in the CX and Claims departments. 
-Helped create and manage policy knowledge base for reps and self-help knowledge base for customers. 
-Led virtual enrichment sessions and team-building events to strengthen alignment with Lemonade’s values.
-Provide consistent, thoughtful, tangible, in-the-moment feedback to direct reports and peers to boost growth and performance management.
-Use data to align with the biggest areas of opportunity on the CX team and confidently execute projects that bring big and small improvements to life. 
-Dedicated time each week to coaching specialists and mentoring prospective leaders within the training team.
-Track and report performance metrics and team KPIs and use the resulting insights to inform future priorities.

Lemonade Inc.

Senior Customer Experience/Lead Trainer 

- Managed the overall success of multiple Concierge teams, driving member and employee satisfaction
- Coach direct reports in providing the best member experience and care possible
- Supported teams in their effectiveness, career development, and team morale
- Accountable for team's success, including team KPIs

Oscar Insurance

Care Lead

- Led engaging classroom training sessions for up to 30 people
- Ran dynamic learning activities, including role plays and group problem solving
- Facilitated open dialogue in group discussions that build towards learning goal
- Created a collaborative, positive atmosphere for learning
- Supported participants with in-the-moment questions or issues
- Partnered with Content team to produce simple, beautiful training materials
- Maintained overall accuracy of materials provided
- Provided constructive feedback on how content or processes can be improved

Growth and Developmental Trainer

- Communicate with members via inbound/outbound phone or secure messaging
- Assist in the coordination of care across a variety of settings (outpatient, ER, home care) while maintaining strict confidentiality and the highest level of professionalism
- Educate members about chronic health conditions (after appropriate training)
- Listen to member’s comments, concerns, and suggestions, relaying that information internally, while ensuring member satisfaction

Member Services 

Provided Tier I & II technical and customer support for fleet tracking and security products via phone and email ticketing, including: assistance with installation and usage of security software for computers and mobile devices, GPS tracking devices for vehicles, and home and personal security products. Researching and resolving billing and shipping issues. Issuing RMA's for returns. Writing and updating user guides and manuals. Cultivated successful relationships with customers. Coordinating with vendors and manufacturers to ensure prompt deliveries or returns.

BrickHouse Security

Technical Support Representative

Phone and email based customer service and technical support for computers and video game consoles. Data entry, customer account management, shipping and receiving, product repair, document filing, Product testing, and writing user documentation.

Jelani Markland