Experience

The Crucible

• United States
• Fine Arts Schools
• 1 - 100 Employee

• Instructor

  • Aug 2016 - Present

  Oakland, California, United States



SquareTrade

• United States
• Consumer Services
• 500 - 600 Employee

• Instructional Designer

  • Jun 2015 - Jul 2016

  San Francisco • Develop and deliver new Specialist training and other project-specific courses • Deliver content following assigned lesson plans for classroom and distance learning • Effectively use a variety of visual and technical aids to enhance delivery and reinforce lesson content • Direct classroom interaction to create an environment conducive to learning and active learner engagement • Generate and deliver comprehension exercises via classroom and eLearning • Work closely with key… Show more • Develop and deliver new Specialist training and other project-specific courses • Deliver content following assigned lesson plans for classroom and distance learning • Effectively use a variety of visual and technical aids to enhance delivery and reinforce lesson content • Direct classroom interaction to create an environment conducive to learning and active learner engagement • Generate and deliver comprehension exercises via classroom and eLearning • Work closely with key stakeholders (Supply Chain, Business Management and Project Managers) and other content developers to create accurate, concise training content within a tight time-frame • Work closely with global Customer Support personnel to optimize the information exchange and to keep documentation current and relevant • Identify opportunities to improve and streamline training processes

• QA - Soft Skills Coach

  • Oct 2014 - Jun 2015

  • Identify gaps in specialists’ soft skills and call handling techniques • Use call recording tools to monitor specialist performance • Provide immediate, individualized coaching and feedback to specialists • Develop action plans and individualized training to improve individual and team CSAT scores • Support creation and enhancement of quick reference materials regarding optimal call flow and de-escalation scenarios • Participate in new hire soft skills training, onsite… Show more • Identify gaps in specialists’ soft skills and call handling techniques • Use call recording tools to monitor specialist performance • Provide immediate, individualized coaching and feedback to specialists • Develop action plans and individualized training to improve individual and team CSAT scores • Support creation and enhancement of quick reference materials regarding optimal call flow and de-escalation scenarios • Participate in new hire soft skills training, onsite and remotely • Meet with business unit leaders to determine recommended resolutions in order to provide messaging to specialists • Trained as a Verint Power User capable of creating and running custom reports and evaluations

• Warranty Claims Specialist

  • Nov 2012 - Oct 2014

  • Representing SquareTrade’s core values by providing high-level customer support via phone and email. • Use advanced knowledge of the CRM salesforce to manage all claims, tasks and accounts. • Adapt to customer problems quickly with a clear and logical resolution. • Regularly exceed the customer care department’s goals for agent metrics, including contacts per hour and net promoter score (NPS). • Acted as liaison between repair depot and customer providing prompt, concise updates… Show more • Representing SquareTrade’s core values by providing high-level customer support via phone and email. • Use advanced knowledge of the CRM salesforce to manage all claims, tasks and accounts. • Adapt to customer problems quickly with a clear and logical resolution. • Regularly exceed the customer care department’s goals for agent metrics, including contacts per hour and net promoter score (NPS). • Acted as liaison between repair depot and customer providing prompt, concise updates throughout the repair process. • Contributed to an ever-growing knowledge database consisting of solutions to troublesome situations shared among all customer care agents. • Actively participated in the training of new employees via the new hire buddy program and the creation of written training material. Staples Subject Matter Expert: • Performed as the customer care relationship manager to our new partnership with Staples. • Work closely with the SquareTrade business development team as the point person for all issues to arise with one of the company’s largest resellers: Staples. • Handle all customer escalations regarding any warranty issue between SquareTrade and Staples. • Help to educate the customer care team on our policies regarding the partnership between SquareTrade and Sraples, as well as training on how to adequately express our procedures to customers.



Wells Fargo

• United States
• Financial Services
• 700 & Above Employee

• Teller

  • Jun 2011 - Nov 2012

  Recorded all transactions promptly, accurately and in compliance with bank procedures. Balanced currency and checks in cash drawer at the end of each shift. Answered inquiries about accounts and attempted to resolve any issues that arose. Performed specialized tasks such as preparing cashier's checks, personal money orders, and exchanging foreign currency. Explained, advised on and promoted bank products and services to customers.



Follett Higher Education

• United States
• Retail
• 700 & Above Employee

• Cashier

  • Jun 2009 - Jun 2011

  Provided assistance to student, faculty, and staff in finding course materials. Completed transaction with customers using point of sale system. Trained on the daily operations of running a business. Priced and shelved book shipments and displayed merchandise.