Becky Risner

Managing a team of 20 agents on the Dentaquest campaign, focusing on campaign metrics such as Quality, Average Handle Time, and Transfer Rate. Approving and ensuring accuracy of the agent's worked hours and submitting to payroll.

Assisting customers with inquiries by email, social media, and voicemail system related to shipping issues/changes, exchanges, returns, troubleshooting, product questions, and subscriptions. Responsible for High-Priority Safety Concern tickets and escalated supervisor calls.

Creating, changing or canceling hotel room reservations and answering questions regarding room rates, available amenities, and locations. Accurately processing customer transactions in a courteous and professional manner.

Assisting guests by answering phone calls and emails, quoting group rates by phone and email, setting up group room blocks, and maintaining communication with contacts of existing group blocks. Interacting with customers, colleagues, and hotel property managers in a friendly and professional manner.

Assisting guests with issues by reaching out to the hotel property and upper management to resolve situations and filing formal complaint cases to resolve the guest's complaints and concerns. Utilizing active listening, conflict resolution, and communication skills to quickly remedy guest complaints.

Facilitating telephone calls for deaf, hard of hearing, and/or speech delayed users with TTY devices or users utilizing the website for Sprint Relay Service. Maintaining transparency, confidentiality, and typing all conversations to TTY/Relay Service users verbatim as required by federal law.

Provided case management services to a caseload of 15 clients. Coordinated services, linked clients to resources, assisted clients with transportation, scheduled appointments, and assisted clients with meeting their individual treatment goals.

Earned an Associate of Applied Science in Social Services Technology and a Departmental Certificate in Chemical Dependency.