Experience

Newport

• United States
• Financial Services
• 700 & Above Employee

• Voice of the Customer Specialist

  • Feb 2022 - Present

  Folsom, California, United States Identifies customer experience opportunities through research and data collection and supports the implementation of enhancements. • Partners with department leaders to initiate proactive customer experience enhancements, understand business strategies, determine release work priority, and facilitate change • Coordinates and performs customer user experience testing/walkthroughs as necessary, working collaboratively with the Voice of the Customer Specialist • Researches and writes… Show more Identifies customer experience opportunities through research and data collection and supports the implementation of enhancements. • Partners with department leaders to initiate proactive customer experience enhancements, understand business strategies, determine release work priority, and facilitate change • Coordinates and performs customer user experience testing/walkthroughs as necessary, working collaboratively with the Voice of the Customer Specialist • Researches and writes content for educational resources and external facing documents • Writes proposals for project objectives and suggested implementation strategy • Communicates customer facing defects to the proper departments • Initiates and approves requirements, and translates to the Business Systems Team or applicable department • Understands, retrieves, creates, runs, and analyzes reports from multiple sources, including but not limited to basic SQL reports • Provides guidance and supports initiatives impacting customer experience • Serves as a subject matter expert on features, defects, and enhancements, including but not limited to customer alerts • Provides direction, coaching and mentorship to new and current teammates • Develops strong working relationships with internal and external customers • Manages projects with varying degrees of scope in a cross-functional environment • Focuses on learning in everyday activities and events • Collaborates with and openly shares knowledge with colleagues

• Business Analyst

  • Dec 2017 - Apr 2022

  Folsom, California

• Team Lead Private Label Operations

  • Feb 2017 - Apr 2022

  Folsom, California

• Team Lead Supervisor

  • May 2015 - Feb 2017

  Folsom, California Team Lead Supervisor for client services department



San Juan High School

• United States
• 1 - 100 Employee

• Varsity Softball Head Coach

  • Feb 2021 - Present

  Citrus Heights, California, United States Head Coach for High School Softball. This season is from February through May. I have been the coach for the past two seasons. I have always been fortunate enough to hold this title with my job as I would ensure all work was completed prior to leaving for practice or a game in the afternoon.



eHealth, Inc.

• United States
• Insurance
• 700 & Above Employee

• Supervisor, Customer Service

  • May 2005 - Mar 2015

  Gold River, CA 95670