Tydera User

● Assisted customers with managing their credit card accounts via phone and messaging.
● Solved customer problems regarding card use, access issues, and payments.
● Asked open-ended questions to make sure all customer's needs were met.
● Participated in the recognition committee to honor the achievements of coworkers.
● Shared best practices with coworkers to help customers.

Monitored over five locations to ensure service level goals were met.
● Administered volume contingency action plans to ensure adequate staffing.
● Ran and analyzed reports for adjusting staffing levels to meet productivity and profitability goals.
● Completed root-cause analysis to determine reasons for forecast variance.
● Composed detailed daily recaps to debrief the workforce management team.

● Delivered above and beyond customer service through phone, chat, and email.
● Completed special projects for management.
● Devised creative solutions to improve customer relationships.
● Provided support in analyzing data for the logistics team.
● De-escalated customer interactions via the escalation queue.
● Provided support to other agents on the call center floor.

Greeted and assisted all visitors in the academic affairs department.
● Assisted students with registration and scheduling classes.
● Monitored student academic performance and intervened with students having academic difficulty.
● Prepared purchase orders for a medical assistant program.
● Took minutes at the weekly academic affairs department meeting.