Contact Center Representative

• Aug 2023 - Present

Freelance Marketing Consultant

• Nov 2022 - Present

• Manage and update social media calendar, content, and visuals, regularly analyzing insights to meet targets effectively • Engage with social media audience by promptly responding to comments and inquiries, fostering meaningful interactions • Create and establish company's visual identity, encompassing logo, brand colors, typography, and related guidelines • Formulate brand strategy and messaging aligned with the company's mission, vision, and core values • Manage and update social media calendar, content, and visuals, regularly analyzing insights to meet targets effectively • Engage with social media audience by promptly responding to comments and inquiries, fostering meaningful interactions • Create and establish company's visual identity, encompassing logo, brand colors, typography, and related guidelines • Formulate brand strategy and messaging aligned with the company's mission, vision, and core values

Research & Documentation Group Supervisor

• Sep 2021 - May 2022

• Nominated for Outstanding Employee during the 2022 Employee Recognition Awards• Supervised a staff of 5-6 highly skilled professionals leading their new hire training and development and ongoing performance management and team building• Forged strong professional partnerships within other branches of TPCHD as well as surrounding Local Health Jurisdictions and the Washington State Department of Health• Guided R&D’s transition into using the Case Risk and Exposure Surveillance Tool (CREST) by quickly gaining proficiency in its use and customization effectively reducing transition time and minimizing potential errors• Directed the team referred to as “the tip of the spear” which processed more than 80,000 new COVID-19 cases in Pierce County during my time in the role, including during the Delta Variant surge of more than 45,000 cases in January 2022• Adept in the use of tools such as CREST, the Washington Disease Reporting System (WDRS), and Epic for electronic medical records used during case investigations/data verification while keeping adherence to HIPAA regulations• Planned, developed, and maintained the department SharePoint training site and the accompanying training documents and SOP’s Show less

Research & Documentation Team Lead

• May 2021 - Sep 2021

Research & Documentation Specialist

• Feb 2021 - May 2021

Owner; Brand Design and Marketing Strategist

• May 2019 - Jul 2020

• Consulted on and directed brand management and digital marketing initiatives including social media marketing, search engine optimization (SEO), and online advertising using Google’s suite of tools (Google My Business, Google Ads, and AdSense) • Designed and developed branded social media and marketing content such as website copy, Facebook, Instagram, and LinkedIn cover/banner and profile images, and digital advertising and posts • Built partnerships with community businesses to increase customer base in key demographics fostering mutual and continued growth through cold-calling and patronage of neighboring businesses and door-to-door introductions • Conceptualized and implemented branding and identity plans and creative strategy enabling business growth through key indicator metrics of customer count, customer conversion, and sales increases Show less

Finance Officer

• Aug 2018 - Jan 2019

• Reduced administrative costs through proper vendor management • Implemented modern technology/software plans resulting in increased office efficiency and better communications • Actively sought out local businesses to form new partnerships expanding potential patron reach • Aided in the day-to-day operations of the administrative office by managing financial and human resources reporting/record-keeping, building a comprehensive CRM database in QuickBooks, and acted as one of the first points of contact for patrons, vendors, and board members Show less

Contact Center Consultant

• Sep 2016 - Jan 2017

• Maintained a Member Service score of 100% for the entirety of employment by receiving incoming member’s calls and efficiently and accurately responding to their requests and questions • Championed One-Call Resolution customer service practice to ensure members' concerns were resolved • Partnered with direct supervisor to design new contact center info-sheets and educational desk resources to streamline member service interactions • Maintained a Member Service score of 100% for the entirety of employment by receiving incoming member’s calls and efficiently and accurately responding to their requests and questions • Championed One-Call Resolution customer service practice to ensure members' concerns were resolved • Partnered with direct supervisor to design new contact center info-sheets and educational desk resources to streamline member service interactions

Co-Owner; Planning and Operations

• Nov 2014 - Dec 2015

• Designed and implemented company branding, marketing and social media strategy • Actively sought out and successfully formed business partnerships with area distributors and like-minded businesses to create a supportive, local ecosystem • Created a varied-yet-cohesive merchandise assortment of more than 2400 SKUs that was in-line with company mission and goals • Ensured company compliance with local, state and federal tax laws and regulations, including identifying Nexus locations, collection, payment, reporting, and filing of taxes at all required levels of government and in multiple states • Planned and developed a fully functional and easy to use eCommerce website while adhering to company vision and brand strategy and employing user experience best practices • Point of contact for customer inquiries and potential concerns through email, telephone, and social media channels Show less

Store Manager

• May 2014 - May 2015

• Created a functional and successful store team by hiring from diverse backgrounds, scheduling to employee strengths, and training to employee opportunities.• Reversed negative sales trends and controlled store expenses increasing profitability.• Increased store Vitamin Angel charitable contributions by more than 1000%• Revitalized locations Share the Health fair by actively seeking new partnerships with area businesses in similar industries and area vendors

Assistant Store Manager

• May 2013 - May 2014

Assistant Store Manager, Operations

• Oct 2012 - May 2013

• Conducted interviews and training that increased store team by 35 people in four months. • Increased store team morale through training and cooperation, resulting in increased efficiency. • Regularly worked in positions or on projects beyond the scope of my position to ensure store successes. Regular duties included: employee human resources actions (job fairs/active recruiting, interviewing, training and development, performance planning, recognition), inventory management and loss prevention (stock inventory, proper sales floor control, cash handling, information and product security) and customer service excellence (addressing customer feedback/complaints, active listening and responding) Show less

Multi-Store Leader

• Apr 2010 - Mar 2012

• Built a cohesive team environment at multiple locations through regular training, team building exercises and open lines of communication. • Received sales/operations monthly performance awards five times in 2011; received sales/operations quarterly performance awards for Q2 and Q4 in 2011. • Was voted “Team Player of the Year 2011” by store manager peers and district management. Regular duties included: employee human resources actions (job fairs/active recruiting, interviewing, hiring, training and development, performance planning, recognition, disciplinary actions, employee separation), inventory management and loss prevention (stock inventory, proper sales floor control, cash handling, information and product security) and customer service excellence (product knowledge development, addressing customer feedback/complaints, neighborhood relations, active listening and responding) Show less

Front-End Team Lead

• Oct 2008 - May 2010

Department Manager

• May 2004 - Mar 2007