Angelique Hill Roebuck

Responded to support emails via Zendesk as a remote customer support agent for Doodle Daily responsibilities include responding to tickets, accessing billing and payment, and solving technical issues on the platform.

• Provided primary customer support to internal and external customers.
• Sought out extra training opportunities to enhance customer relationship management abilities.
• Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
• Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
• Addressed customer account discrepancies and concern via ZenDesk
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Facilitated communications through management of inbound and outbound customer support emails
• Resolved over 100 tickets per shift by researching and exploring answers, implementing solutions, and escalating unresolved problems to upper management

Remote customer service agent to mobile dating application users. Daily responsibilities included troubleshooting application issues, providing positive dating advice and encouragement to users via in-app messages, responding to problems mechanical via ZenDesk and upselling subscriptions when deemed appropriate to potential consumers on the waitlist. Provided appropriate solutions with difficult customer issues.

• Streamlined and reorganized onboarding process and procedures of new team hires
• Created Group Moderator chat program for user safety
• Managed and trained new customer support agents
• Created customer support training manuals and updated protocols and procedures documents for team
• Wrote BBB responses
• Responded to App Store Reviews
• Answered CS Team Questions in Slack
• Trained new hires on Zendesk , Slack, Jira, Confluence, Trello, and League Helper platform
• Updated training Docs
  
• Responded to Safety Concerns from users
  
• Managed ZenDesk agent seats, customer tickets, agent views, triggers, macros, and automations

Remote virtual executive assistant to several entrepreneurs for the West Coast area. Daily responsibilities included but not limited to email/inbox management, expense reporting, and marketing including email campaigns and market research.

• Oversaw the schedules and day-to-day tasks of 3 to 5 entrepreneurs at one time
• Completed tasks and projects using Basecamp, Salesforce, MailChimp, and Asana
• Booked travel arrangements for clients including airlines, hotel, and vehicle reservations
• Completed other responsibilities at client's request
• Problem-solved and used critical thinking skills to streamline processes and projects for clients

Daily tasks included general administrative and clerical duties—answering phone calls and transferring calls the appropriate recipient, ordering lunch for executive team members, updating and maintaining conference room calendar, and establishing standard operating procedures for office coordinator position. Marketing coordinator duties included creating content for organization's social media pages, monthly email sequences, and blog, project management tasks given by the Vice President of Sales and Marketing, and updating company CRM databases.

• Created content for business email sequences, blog, and social media pages
  
• Purchased office supply requests from executive team members
  
• Maintained and organized job and accounting files for Accounting department
  

Updated and managed daily call center employee schedules, break changes, and time off requests through Mitel. Created, updated, and distributed daily call center statistics to executive directors, managers, and supervisors for weekly presentation materials. Handled and transferred large call volume in dispatch and operations.

• Created payment adjustments for submission to accounts payable
• Supported project managers in the transfer of previous call intake program to improved online call intake and dispatch program through data entry and HTML coding via Axis and D3
• Created daily call statistic reports for executive managers and Vice President
  

Produced and implemented a strategic marketing plan to improve the definition of target and expand national reach. Post-festival, analyzed marketing and merchandise sales data and expense reports to create calculated budgets for following the festival season. Maintained client relationships to increase and ensure media sponsorship. Prepared and delivered media sponsorship gift giveaways which included a myriad of the festival and promotional materials.

• Increased media sponsorship my 50 percent within two years by adding new partners like PBS, Entercom Communications, and iHeartMedia New Orleans
• Increased social media following by 89 percent within six months
• Launched and managed exclusive Media Area for various media outlets at the Hard Rock Café New Orleans during festival