Experience

Center for Human Services

• Individual and Family Services
• 100 - 200 Employee

• Electronic Health Records Specialist

  • Dec 2018 - Present

  A non-profit company serving King and Snohomish counties with behavioral health. - Worked as administrator for Credible software. - Developed reports in SQL and Excel to meet county and state reporting requirements. A non-profit company serving King and Snohomish counties with behavioral health. - Worked as administrator for Credible software. - Developed reports in SQL and Excel to meet county and state reporting requirements.



A Place for Mom

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Workforce Management Senior Reporting Analyst

  • Sep 2016 - May 2018

  Developed and maintained business intelligence reports to review and analyze business and call center agent performance. At the agent level, this data was used by Quality Assurance to identify and correct underperforming agents, and develop best practices from top performers. At the center level, comparative performance between competing centers directly impacted contract decisions. At the business level, the data was used to determine the success or failure of pilot initiatives based on impact to key performance indicators. One example would be when we implemented an autodialer pilot for a subset of a critical sales project I was able to prove that even though there was a 3% decline in quality due to customers not enjoying a ‘robocall’ experience, the additional efficiency for the agent’s time and the enhanced output per agent meant we more than doubled our revenue. We implemented the autodialer for the rest of the project.Acquired advanced proficiency in Excel, Qlikview, and Five9 reporting and admin applications through on the job experience and mentorship by senior coworkers, online training resources, and self-guided research. Demonstrated proficiency by developing reports in Qlikview that created efficiencies in required daily reporting tasks, which opened up additional labor time for other projects. Conducted ad hoc analysis with intermediate proficiency in SQL to explain data irregularities and trends. In one example, a sudden negative step change in a key metric revealed a recent software improvement had caused a structural change to a portion of our data. I utilized all available tools (Qlikview, SQL, MySQL, Five9, YGL) to determine the exact nature of the change, and altered the Qlikview script to take into account the change and bring in additional data as an alternate way to report on the same data. As I automated more and more routine reports, ad hoc analysis became the core focus of the role. Show less

• Reporting Analyst

  • Oct 2014 - Sep 2016

  Workforce management reports specialist for three vendor call centers.

• Support Lead III

  • Feb 2014 - Feb 2015

  Recruited, trained, lead, coached, and motivated a team of about 10 chat representatives in a fast-paced and rapidly changing environment. I chose Call Center agents with strong written communication skills to join the Live Chat team, then trained the agents in how to transfer the skills they already had on the phones to written language. I wrote manuals, process instructions, and pre-programmed responses for quick use. I reviewed performance and followed up with feedback for the agent to improve performance and adopt best practices. When process changes became necessary, I updated the training materials, communicated the changes to the team, conducted additional trainings, and monitored outcomes to ensure compliance. I gained proficiency in Excel features including pivot tables to create performance reports for agents and to track marketing data.Mentored and trained Team Lead Interns, helping agents develop leadership skills, provide on-site assistance to agents, and properly handle escalated calls. Team Leads developed and maintained all training and guidance materials to assist agents with all complex procedures prior to software automation. Evaluated intern performance and provided advice on hiring decisions. Demonstrated effective communication and presentation skills through numerous trainings and written directions for process changes, gaining expert level proficiency in MS Office Suite programs and comfort with public speaking and presentation. Used a positive and energetic attitude to manage employee morale in a high stress call center environment. Show less

• Team Lead II

  • Aug 2013 - Feb 2014

  Responsible for interviewing and training new team lead candidates.Responsible for filling in for supervisor vacancies due to vacation, illness, or exiting the company.Went to vendor call center in Las Vegas, NV to correct training deficiencies, identify additional areas of improvement, provide coaching to both management and the agents taking the calls.

• Team Lead

  • Dec 2012 - Aug 2013

  Provide Tier 2 support to floor agents to answer all work related questions. Responsible for training new hires and also training current employees to be able to take on more difficult tasks.Responsible for assisting agents with questions on how to overcome customer objections, time manage, and follow company protocols and policies.Supervised the chat program, meeting coverage needs and improving quality through direct feedback to agents.Demonstrated professional communication skills through email communications to employees as well as conducting meetings.Responsible for quickly averting performance issues and providing appropriate documentation for Supervisors to follow up with disciplinary action.Wrote and maintained online resources for agents to reference on the job for day to day procedures. Show less

• Senior Resource Coordinator

  • Oct 2011 - Dec 2012

  Developed proficiency in customer service, soft sales, and inside sales calls.Successfully completed Team Lead internship, learning valuable mentoring and training experience.



Conant English Academy

• English Teacher

  • Apr 2010 - Nov 2010

  Organized, planned, and implemented lessons with specific learning goals in the education of students of all ages. Directed a small group of assistants to facilitate instruction. Organized, planned, and implemented lessons with specific learning goals in the education of students of all ages. Directed a small group of assistants to facilitate instruction.



Yawatahama Board of Education

• Substitute Assistant Language Teacher

  • Oct 2008 - Dec 2008

  Assisted Japanese teachers of English in instruction of Elementary and Junior High School age students. Collaborated in lesson planning for important demonstration lessons. Assisted Japanese teachers of English in instruction of Elementary and Junior High School age students. Collaborated in lesson planning for important demonstration lessons.



Marelco Power Systems, Inc.

• United States
• Appliances, Electrical, and Electronics Manufacturing
• 1 - 100 Employee

• Engineering Assistant

  • Aug 2005 - Aug 2006

  Assisted engineers in a small electronics manufacturer. Was responsible for drafting projects, database maintenance, and workshop liaison. Assisted engineers in a small electronics manufacturer. Was responsible for drafting projects, database maintenance, and workshop liaison.



Adrian College

• United States
• Higher Education
• 300 - 400 Employee

• Safety Sergeant

  • Sep 2001 - Apr 2005

  Worked as basic security officer for two years, patrolled the grounds, responded to disturbances, secured buildings. Also worked as general switchboard operator for Adrian College, responsible for directing calls, answering general inquiries. Worked as Sergeant for two years, responsible for training and supervising new Officers, on call for emergencies. Worked as basic security officer for two years, patrolled the grounds, responded to disturbances, secured buildings. Also worked as general switchboard operator for Adrian College, responsible for directing calls, answering general inquiries. Worked as Sergeant for two years, responsible for training and supervising new Officers, on call for emergencies.