Los Angeles Metropolitan Area
Detail-oriented professional with over 14 years of experience in building relationships, ensuring customer satisfaction, and driving metrics. Over nine years of experience in legal services, supporting client needs via supervising video encoding services and remote videography and technician services. KEY AREAS OF EXPERTISE: - Managing multiple tasks and responsibilities with the ability to shift priorities when necessary. - Developing long-lasting relationships, resulting in client retention and increased sales. - Natural team leader with the ability to keep team members engaged and committed to exceeding performance goals.
Participating in the digital reporter selection process. Ensuring successful onboarding and training of new digital reporters and completing 30, 60, and 90-day reviews. Providing coaching and performance feedback, to include documenting poor performance and working with Human Resources to take appropriate action when needed. Managing digital reporters’ licensure and certifications. Planning, organizing, and conducting training for digital reporters on skills, policies, compliance, products, and services. Updating NetSuite vendor profiles for assigned reporters and coordinating equipment shipping. Building, maintaining, and leveraging strong relationships between digital reporters and stakeholders, to include the local field offices and transcription teams. Resolving quality control concerns regarding work product. Monitoring and approving expenses, time cards, availability, and leave requests.
Directly supervised the videography team members to ensure a high level of quality and productivity. Scheduled and assigned video shoots to team members based on job type, client requests, and staffing availability. Supported day to day client and employee issues related to remote videography. Provided coaching and continued education to videographers and remote technicians. Ensured client media requests are prepared and submitted to the Fulfillment Services Center in accordance with the company’s policies and procedures. Maintained metrics and reports for the department’s different functions. Collaborated with the Field Operations teams to ensure proper management of field and remote resources. Provided technical support to clients and employees utilizing remote services.
Followed all specified best practices for creating complete and accurate sales orders. Reviewed service provider documentation for data accuracy. Collaborated with different departments to address client needs and concerns. Developed rapport with clients and established long-term business relationships. Provided remote videography and remote technology services as needed
Provided resource planning for technician quotes. Monitored, organized, and coached members of the department daily. Collaborated with the operations department to successfully track and manage calendar of jobs in queue. Communicated with technicians, in real-time, to make changes to routes and schedules. Prepared and distributed daily work order routes to satellite installers and subcontracting teams.