Veteran Service Representative at The Bowen Group (Supporting the U.S. Dept. of Veterans Affairs) (2025-09 – Present)
- Provided front-line support to Veterans and their families, assisting with questions, issues, and complex requests for VA services.
- Handled high-stress calls with empathy and patience, using de-escalation techniques to connect callers with the right resources.
- Navigated multi-screen computer systems and CRM software to document call details accurately in real-time.
- Learned and explained complex Department of Veterans Affairs (VA) procedures and services to ensure Veterans received appropriate assistance.
- Maintained strict confidentiality and followed federal privacy protocols for all sensitive caller information.
Enrollment Coordinator at Accel Schools (2023-07 – 2024-12)
- Managed inbound and outbound calls and emails using InContact software, handling over 50 communications daily.
- Maintained records in Salesforce, improving data accuracy by 20% through meticulous data entry and validation.
- Supported enrollment procedures for public schools, contributing to a 15% increase in enrollment rate by streamlining application processes.
- Facilitated team communication and collaboration through regular meetings and updates, ensuring alignment on enrollment targets and strategies.
Search Engine Evaluator at TELUS International (2022-05 – 2023-04)
- Analyzed information for relevance and quality, improving search engine results by conducting thorough evaluations on a wide range of topics.
- Provided feedback on search algorithms, enhancing user experience by identifying areas for improvement and suggesting modifications.
- Trained digital assistants in languages and regional dialects, resulting in a 30% improvement in accuracy and user satisfaction.
- Collaborated with international teams to ensure consistency across different markets and regions.
Training Coordinator at Raising Cane's (2019-10 – 2022-02)
- Mentored junior employees, supporting their development and career progression within the company.
- Conducted training sessions for new team members, increasing efficiency by 25% through effective instructional methods and hands-on learning opportunities.
- Delivered consistent service, contributing to a 20% increase in customer satisfaction scores by maintaining high standards of quality and performance.
- Developed comprehensive training materials and programs, aligning with company policies and goals.
