Melissa, Texas, United States
I find accomplishment in being slightly uncomfortable, overcoming change, creating innovative solutions, and leading others to do so as well.
Service Experience role has expanded beyond quality/training to now lead seven different pillars within Consumer Care - Business Operations, Training, Quality, Portfolio Management, Athlete Knowledge Base, Data/Insights, and our Incubator Test & Learn Kitchen. Using data and consumer insights to drive our KPIs and fight friction across the business.
Manage Quality and Training for North America Consumer Services.
• Project Specialist: Trainer for clinics implementing NextGen EHR and Dragon Medical. Travel all over the nation for services training providers. Provide ongoing support for clients through go-lives and WebEx meetings. Follow-up with clients to ensure understanding and satisfaction. Create training materials and guides for provider and clinical use. UGM Conference representative in M.I.S.T. booth. Helped customers gain understanding of services and demo products. NextGen EHR/SCT certified. Dragon Certified. HIPPA Certified. • Project Manager: Manage incoming projects. Complete discovery calls with clients. Explain process/steps. Schedule and track project specialists’ schedules. Decide which employee will travel for each specific project. Constantly communicating between the client and the specialist. Create/update tasks in Zoho Projects for client and employee use.
Communicate with all different types of customers. Keep track of customer service scores. Market with dealerships, body shops, and insurance companies. Utilize sales training to communicate insurance and car upgrade options with customers. Display financial information on a daily basis to see where improvement is needed. Work 49+ hours/week.
Teach Turbo Kick, Body Pump, and cycling classes. Mentored and trained future cycle and Turbo Kick instructors. Motivate, encourage, and push clients to improve. Turbo Kick certified. Body Pump certified. R.I.P.P.E.D. certified. Cycling certified. CPR/AED certified.
Former Oregon State Gymnastics team member (‘08-‘09). Assist athletes and coaches with daily practice and travel. Aid in moving mats. Videotape gymnasts’ skills during practice. Sort athletic apparel. On floor to assist gymnasts and coaches at all home gymnastics competitions. Videotape all home meets and create edited archive movie for each gymnast at the end of the season. Travel with gymnasts on away meets. Clean gymnastics facility.
Coordinated events for Athletic Department. Worked double shift game-days in Skyboxes. Event planning and coordinating, including kitchen prep work, bussing tables, intricate place settings, checking food temperatures, and interaction with donors.