Jeffery Oberlander

-Regularly exceed quality assurance expectations including maintaining a perfect 100% quality score since September 2015.
-Learned to analyze equipment orders for errors as they progress from point of sale to the billing system.
-Became responsible for identifying errors and proactively reporting them to the QA auditors.
-Participated in weekly meetings to provide feedback regarding billing error trends to help improve
efficiency and quality within the department.
-Learned to efficiently and accurately review a variety of data queues.
-Developed an understanding of navigating and utilizing a variety of software systems.

-Designed company mission, guiding principles, and promise wall graphics for the entrance lobby of the new contact center at Mill Run.
-Designed four different call center rules posters with custom illustrator graphics including workstation etiquette, phone etiquette, break room etiquette, and cell phone etiquette for PCI compliance
awareness.
-Designed brand specific product display room graphics for clients including Scotts and Talbots.
-Collaborated with the Quality Assurance department to design award certificates for top customer
service performers for each client.
-Designed the call center management software prototype using Axure RP. The prototype was used to help conceptualize effective design of the user interface throughout the agile development process. The software was used daily by every member of the customer care center to maximize productivity,
efficiency and improvement within the call center.
-Responsible for designing sophisticated recruiting graphics to help bring in more applicants to meet full-time, part-time, and seasonal staffing demands of various clients.
-Participated in weekly brainstorm sessions with the software development team to discuss ways in which we can enhance our contact center management software and redirect our agile development priorities to best meet the needs of our clients.
-Helped redesign, enhance and maintain our company website using Wordpress.
-Responsible for meeting strict design deadlines while balancing multiple high priority projects.
-Collaborated with multiple departments including Human Resources, Marketing, IT, Recruiting, Sales, and Customer Service teams to ensure customer/employee satisfaction and maintain client branding.
-Designed presentations for our sales team to use to demonstrate to prospective clients the advantages of outsourcing contact center operations to us.

-Responsible for designing training materials and procedure updates.
-Utilized Microsoft Excel to create optimized Email and Social Media QA forms. The updated QA criteria refocused our goals on quality and greatly streamlined the auditing process.
-Created and executed our Chargeback Spreadsheet for tracking agent quality scores on a monthly
basis. Implementation helped to track agent progress, help them set monthly quality goals and ultimately led to reduced fraudulent chargebacks.
-Prioritized Foresee survey related tasks in order to improve survey results for the email department from 50% to over 80% in over the span of several months.
-Rewrote all email templates to provide a more positive, customer-friendly tone throughout. I took
responsibility to optimize and update all templates to reflect policy changes and procedure updates.
-Developed excellent time management and prioritization.
-Coached and provided feedback to each individual team member to improve our Facebook responses and email correspondence.

-Assigned to resolve customer complaints filed through the Better Business Bureau to ensure excellent customer relations.
-Worked on improving soft skills to provide sincere empathy and creative solutions to the most escalated customer complaints.
-Provide professional and friendly replies to customer posts on Facebook including coaching and advising our social media team on ways to improve and better personalize responses.
-Learned to closely monitor Aspect's call canvas to ensure that customer service representatives are on-task and completing calls in a timely manner.

-Developed an effective customer service writing style and learned techniques to increase one email resolution and customer satisfaction.
-Learned to provide empathetic, friendly and professionally written customer service replies optimized for one email resolution. Typical emails included product inquiries, shipped order issues, price adjustments, returns, exchanges, website issues, social media concerns, etc.
-Trained to quickly and effectively complete reports from our point of sale system including sold outs and backorders.

Helped me develop an understanding of how to responsibly cope with troublesome or angry customers.

Lumber Department Employee
-Learned how to engage with a customer and be attentive to their specific needs.

Assembler
-Learned how to be more hands on and how to follow specific instructions to build a quality product.

Teamwork and communication were of the utmost importance to ensuring every customer had their meals prepared at the highest quality.