Courtney Bair
Logan,UT
Summary
12+ years experience as an organized team leader, building positive rapport, inspiring trust and guiding teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
10
10
years of professional experience
Work History
Team Lead - Learning & Development
Conservice
06.2023 - Current
- Work with and manage embedded trainers to facilitate new hire learning and onboarding within the Utility Services organization of Conservice
- Meet with operations leaders and recruiters to determine needs of training material
- Meet with new hires if performance is not meeting expectations
- Set goals and help trainers with personal development
- Measure, track, and report new hire performance
- Monthly reports sent to training and operations leadership
Team Lead - PayOps Research/Recovery
Conservice
03.2022 - 07.2023
- Manage team performance
- Create and report on team performance and goals
- Conduct interviews & onboard new team members
- Facilitated customer satisfaction with account managers to uphold company standards and preserve customer relations
- Engage with other operation managers to review current processes and identify areas of improvements
- Meet with executive leadership, including COO and CFO, to identify areas of company exposure in order to recover and reduce outstanding exposure
Team Lead - CS Resolutions & Email
Conservice Utility Management & Billing
01.2017 - 03.2022
- Led the CS Resolutions and email team
- Resolutions handled escalated issues, working with other departments (billing, accounting, etc.) to resolve resident concerns in a timely and accurate manner
- Email team worked via integrated programs (Groove HQ, Hiver, Zendesk)
- Helped set up chat features to further enhance communication lanes for the company
CS Quality Coach and Trainer
Conservice Utility Management & Billing
04.2016 - 01.2017
- Trained and onboarded new hires. Scored calls and emails
- Held meetings with CS team members reviewing scores and setting goals for improvement
CS Resolutions Specialist
Conservice Utility Management & Billing
08.2015 - 04.2016
- Received escalated issues and worked to resolve them
- Tracked and recorded how many issues were received, worked, and completed
- Took overflow calls when queue hold times were high
- Fostered relationships with other departments to figure out the most efficient and accurate way to resolve issues
- Followed up on issues that had not been worked on
- Trained new team members how to submit escalated issues correctly
Customer Service Representative
Conservice Utility Management & Billing
01.2015 - 08.2015
- Answered inbound phone calls and assisted with complex billing questions
- Helped train new team members through shadowing and reverse shadowing
Education
Bachelor of Arts (B.A.) - Family Consumer Human Development
Utah State University
12.2018
Associate of Science (A.S.) - General Studies
Utah State University
05.2014
Skills
- Customer Service
- Time Management
- Operations Management
- Customer Relationship Management
- Onboarding
- Employee Training
- Customer Satisfaction
- Teamwork
- Microsoft Office
- Trend tracking
- Performance improvement
- Employee evaluation
Accomplishments
- Built email rubric for grading and coaching on email communications.
- Integrated chat services into Conservice Customer Service via Zendesk.
- Assisted in recovery of Conservice funds worth around $20,000,000.00.
- Managed the onboarding and training of over 350 new team members.
Languages
Dutch
Professional Working
Web
www.linkedin.com/in/courtneybair
Timeline
Team Lead - Learning & Development
Conservice
06.2023 - Current
Team Lead - PayOps Research/Recovery
Conservice
03.2022 - 07.2023
Team Lead - CS Resolutions & Email
Conservice Utility Management & Billing
01.2017 - 03.2022
CS Quality Coach and Trainer
Conservice Utility Management & Billing
04.2016 - 01.2017
CS Resolutions Specialist
Conservice Utility Management & Billing
08.2015 - 04.2016
Customer Service Representative
Conservice Utility Management & Billing
01.2015 - 08.2015
Associate of Science (A.S.) - General Studies
Utah State University
Bachelor of Arts (B.A.) - Family Consumer Human Development
Utah State University
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