Jocelyne O'Halloran
REAL BROKER LLC
Lafayette,CO
13
years of professional experience
Results-oriented Client Success Associate with over 10 years of experience in customer support. Skilled in virtual training, account management, and achieving operational targets in both remote and on-site settings. Dedicated to delivering exemplary client experiences and being a can do team player to add to a companies culture.
Work History
Team Success Training Coordinator
2 Years 7 Months- Built a virtual training for incoming clients, resulting in marked improvement in success across departments.
- Utilize HubSpot CRM, Zoom, Slack, Google Suite, Microsoft Office, SharePoint, Excel, and PowerPoint to document and track client communications and tasks.
- Regularly analyze client data to identify opportunities for value creation and growth.
- Scheduled monthly follow-up calls to maintain relationships and objectives.
- Actively contribute to the Client Success Knowledgebase and write internal SOP's.
- Meet and exceed KPIs, contributing to improved monthly client satisfaction and retention.
- Updated and improved new Agent Experience Team member training processes.
- Lead fun monthly friendly competitions to increase team knowledge.
- Continued to answer a high influx of incoming phone calls and tickets from clients.
Agent Experience Team Lead
1 Year 1 Month- Met and exceeded KPIs, contributing to improved monthly client satisfaction and retention.
- Updated and improved new Agent Experience Team member training processes.
- Provided 1-on-1 coaching and development meetings to help team members solve complex tickets.
- Led fun monthly friendly competitions to increase team knowledge.
- Continued to answer a high influx of incoming phone calls and tickets from clients.
Agent Experience Associate
1 Year 9 Months- Began as the third employee on the Agent Experience Support Team of the start-up company.
- Quickly established and set up Zendesk as a ticketing platform to formalize the support tickets and incoming phone calls.
- Developed SOP's to structure the department rules and flow between all associates to provide consistent support to the clients.
- Tracked client's App improvement recommendations via Youtrack tickets to present to the tech team weekly.
- Met with C-Suite to itemize departmental goals and metrics.
- Participated in projects to change client messaging through script development, improving conversations, and increasing client satisfaction ratings.
- Met and exceeded monthly KPIs.
CPG Customer Support
1 Year 2 Months- Answered a high volume of customer inquiries via email support.
- Problem-solved issues that ranged from tech glitches to vendor education.
- Led training for new hires monthly through the training platform Lessonly.
- Tested vendor deals prior to launch through secret shopping.
- Conducted customer-satisfaction surveys post-launch & contract renewal to maintain high satisfaction which aided in retention.
- Met and exceeded monthly KPIs.
Data Entry
1 Year 9 Months- Maintained and updated our library of movies and where to watch them on a daily basis
- Input Jira tickets for tech bugs.
- Assisted with support tickets in Zendesk from end users.
Psychiatrist Assistant
1 Year 9 Months- Screened potential patients through phone questionnaires to determine care needs.
- Verified patient insurance coverage.
- Maintained client prescription refills with their pharmacy.
- Submitted insurance claims for billing.
- Established a client filing system for notes.
Office Administrator
1 Year 5 Months- Greeted and screened all incoming clientele.
- Assisted Attorneys and Paralegals with email and phone management.
- Planned all inter-office luncheons.
- Booked travel accommodations for all office staff.
Education
Bachlors of Arts - Psychology
Skills
Client Relationship Management
Virtual Training & Presentations
Analytical Insights & Reporting
Process Improvement & Documentation (SOP's)
Customer Feedback & Satisfaction (CSAT)
Salesforce
HubSpot CRM
Docero LMS
Zendesk
Zoho
Airtable
Youtrack
Zoom
Slack
Google Suite
Excel
PowerPoint
Microsoft Office
SharePoint
Pipedrive
Timeline
Team Success Training Coordinator
REAL BROKER LLC
04.2024 - CurrentRead More
Agent Experience Team Lead
REAL BROKER LLC
02.2023 - 03.2024Read More
Agent Experience Associate
REAL BROKER LLC
04.2021 - 01.2023Read More
CPG Customer Support
IBOTTA, INC
02.2020 - 04.2021Read More
Data Entry
GOWATCHIT
08.2017 - 05.2019Read More
Psychiatrist Assistant
COLORADO PSYCHIATRY CENTER
08.2015 - 05.2017Read More
Office Administrator
DUVAL & STACHENFELD LAW FIRM
01.2014 - 06.2015Read More
Pace University
Bachlors of Arts from Psychology
Read More