Fiera Hill

Client Results Admin (03/2023-Present)

• Developed custom reports to address specific business needs and support decision-making processes.
• Professional participation in client-specific activities such as, email/Slack communications, callibration calls, responding to support tickets, engaging with agents in forums.
• Supported the onboarding/teaching/training of new team members throughout shadowing.
• Execution of strategic account plans by focusing on key client metrics(KPIs, SLAs, etc) while communicating these daily/weekly/monthly goals to the program community of Agents.
• Produced quality reports formatted in compliance with data quality standards.
• Utilized in-depth analysis and creative problem solving to troubleshoot reporting issues.
• Applied advanced Excel functions and filters to support infrastructure.
• Used pivot tables to update AR aging reports on weekly basis.
• Researched accounts to reconcile inaccuracies and correct business processes.
• Partner with program and cross-functional team to support the growth of the client business and the Agent Community.

Supervisor- Intuit, Victoria Secret, Regalo, & Assurance(12/2021-03/2023)

.• Pulled DOMO reports for agent request honored commits reporting in comparison with Openforce invoicing.

• Ran DOMO for KPIs to identify daily agent call trends.
• Professional participated in client-specific activities such as calibration calls, quickly trained on and learned new systems potent to meet client expectations.
• Developed customized reports, summarizing and presenting data in visually appealing format.
• Pulled hourly SLA reports during my shift.
• Defined reporting requirements to support call center strategy and drive improvements.
• Run daily filled rate report.
• Created graphic design templates to boost agent incentives.
• Created PowerPoint to assist with agent sessions to increase daily commits by agents and used resources.
• Ability to quickly scale as SME(Subject Matter Expert) .
• Proficient in building and facilitating sessions of all sizes; individual, small group, and large group setting.
• Led quality improvement reports to recognize retention & performance related trends and determine the root cause.

• Organized, prioritized, and managed multiple projects according to the dedicated release schedule.
• Edited and proofread drafts of articles and other documents.
• Collaborated with content and marketing teams to confirm design compliance with brand guidelines.
• Utilized SEO techniques to optimize content for search engine rankings.
• Utilized Adobe Creative Suite and Microsoft Office Suite to develop creative designs.
• Wrote and created content for various topics and mediums.
• Created logos, illustrations, and typography for various organizations.
• Researched trends and projected industry changes to capitalize on emerging opportunities.
• Developed creative design for print materials, brochures, banners, and signs.
• Created content for websites and online publications.
• Utilized Beta AI to generate graphic designs to attract customers to client's social media.
• Identified target audiences to analyze characteristics, behavior and media habits.
• Edited and revised wide array of content for accuracy, clarity and consistency.
• Proofread, edited and evaluated final copy to verify content aligned with established guidelines.
• Suggested improvements to content to enhance quality and accuracy.
• Upheld brand reputation by promptly addressing any copyright infringement complaints lodged against the platform''s user-generated content.
• Enhanced data-driven decision-making through regular reporting of key moderation metrics to management.
• Strengthened team efficiency by training new moderators on best practices, guidelines, and workflow processes.

Fraud Analyst (03/2018-12/2023)

• Collaborated with cross-functional teams to develop comprehensive anti-fraud policies and procedures.
• Conducted thorough investigations on suspicious cases, ensuring timely resolution and minimizing financial impact.
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
• Evaluated customer data to identify and prevent fraudulent activities.
• Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
• Tracked fraud cases and monitored trends to develop strategies for prevention.

Customer Service Associate- (10/2016-03/2018)

• Managed high call volume with exceptional time management skills, minimizing wait times for customers.
• Responded to customer calls and emails to answer questions about products and services.
• Provided training and support to new associates to help provide high-quality customer service.
• Solved problems with products and services by providing customers with technical support.
• Delivered prompt service to prioritize customer needs.
• Exhibited high energy and professionalism when dealing with clients and staff.