Experience

HireVue

• United States
• Software Development
• 200 - 300 Employee

• Director, CS Operations

  • Jun 2021 - Present

• Senior Manager Customer Support

  • Aug 2018 - Jun 2021

• Customer Support Team Lead

  • Jul 2017 - Aug 2018

  - Leading the Customer Support team by creating defined career paths, training, providing opportunities for growth and advancement- Promote employee development by building strong personal rapport with employees, keeping the communication lines open for both positive and growth enhancing feedback- Planning for scale-able growth in people, procedures. Setting yearly stretch goals that encompass tactical and strategical aspects of the department and company- Assisted in creating a quality assurance form in order to promote customer obsession, set support standards, create training opportunities and strength based feedback- Created visual display (VueCity) in Support demonstrating customer obsession. Includes CSAT verbaitms from contacts, Support satisfaction common words/drivers/average percentage, statistics including top companies from the previous week/number of interviews/number of contacts helped/interview map, Field Support success cases, weekly newsletter highlights, and new company data/objectives- Developed Peer Recognition program- Perform the following tasks on a regular basis: payroll, hiring pipeline/conducting interviews, queue management, reporting, scheduling, team meetings and collaboration

• Customer Support Specialist

  • Jun 2016 - Jul 2017

  - Resolve customer and candidate issues via phone, email, and chat.- Complete projects assigned by the support manager.- Identify, research, and resolve customer issues using the HireVue system.- Follow-up on customer inquiries not immediately resolved.- Complete call logs and reports.- Recognize, document and alert the supervisor of trends/ issues in customer calls.- Recommend process improvements



Murray School District

• Murray, Utah

• School Social Worker

  • Aug 2017 - Jun 2018

  - Develop and implement behavioral interventions for students, parents and teachers to monitor, reward and shift behaviors. Investigate root causes of issues/behaviors to help the success of the intervention - Assist all parties in adapting to changes on a personal and organizational level Provide children a safe space for emotional and social support - Teach social, coping, life, behavioral, and relationship skills in both group and individual settings - Strong interpersonal skills and relationships to maintain autonomy of the client while working with a range of audiences and stakeholders who may have different agendas



South Jordan City

• Front Desk Cashier

  • Jun 2016 - Aug 2016

  - Customer service, ensure proper completion of paperwork for memberships to be administered, provide proper information to patrons to inform them of our products and services, effectively neutralize customer complaints- Post payments, navigate recreation center software, balance cash drawers, administer memberships, update flyers, give patrons tour of facility

• Communication Center Agent

  • Dec 2011 - May 2016

  - Customer service, relay updated and correct information to patrons, patron conflict resolution, determine and handle customer needs- Proficient knowledge of all city processes, advanced navigation and operations of city computer systems and programs, balance and post payments, expedite calls

• Utilities Customer Service Rep.

  • Apr 2011 - Dec 2011

  - Customer service, provide assistance in understanding billing, conflict resolution, collaborate with municipal services to ensure communication between patrons and personnel- Adept knowledge of utility processes, skillful in advanced knowledge and operation of utility systems, proficient in advanced processes to ensure proper and timely completion of necessary forms and paperwork, post payments

• Front Desk Cashier

  • Feb 2010 - Apr 2011

  - Customer service, ensure proper completion of paperwork for memberships to be administered, provide proper information to patrons to inform them of our products and services, effectively neutralize customer complaints- Post payments, navigate recreation center software, balance cash drawers, administer memberships, update flyers, give patrons tour of facility