Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
Barista
GIna Keiser

GIna Keiser

Medford,Oregon

Summary

As a seasoned professional, I possess the skills to meet challenging deadlines while simultaneously fulfilling various duties. My passion for fostering strong bonds with customers and colleagues drives me to provide exceptional service.

Overview

8
8
years of professional experience

Work History

Workflow Coordinator

Harry and David Contact Center
03.2018
  • Created a year-round positive sales and service environment through employee rapport, guidance to customers, and building cohesive partnerships within various departments throughout the company
  • Ensured the highest levels of employee performance and customer service through coordinated staff recruitment and efforts
  • Maximized employee performance through coaching and leadership
  • Acknowledged customer issues and resolved their problems quickly and efficiently
  • Collaborated with managers to plan, develop, and implement workload and projects
  • Effectively communicated with other employees and upper management to ensure complete care of customers
  • Facilitated the implementation of Customer Service Success by communicating objectives across various departments, assigning and delegating duties to appropriate agents.

Team Supervisor

Harry and David Contact Center
09.2018 - 03.2024
  • Supported the team (7 to 15 individuals) to be successful in their jobs and helped them set goals to foster success
  • Coached agents daily and encouraged them to succeed by providing feedback and tips
  • Analyzed agents performance
  • Communicated expectations and requirements to agents to meet Customer Service Support goals
  • Communicated effectively with peers and agents
  • Provided proper progressive discipline when needed
  • Wrote records, letters, files, and performance evaluations
  • Provided praise and recognition
  • Monitored agents performance in Genesys
  • Reported Campaign Summaries, identified trends, and adjusted accordingly
  • Responsible for reporting the team’s performance to management/Marketing on any given campaign
  • Built and delivered campaigns
  • Created Positive Morale
  • Conducted interviews to hire Core and Seasonal agents
  • Worked in Web Expression, creating and maintaining procedures.

Seasonal Trainer

Harry and David Contact Center
09.2016 - 09.2018
  • Consulted with management to evaluate different goals and outcomes of training
  • Created materials for training for Customer Service Support new hires
  • Delivered lectures and training sessions to all returning and new associates
  • Analyzed agents performance and provided them tips for improvement
  • Communicated effectively with co-trainers and maintained positive relationships
  • Communicated expectations and requirements to agents to meet Customer Service Support goals
  • Established and maintained relationships with my staff.

Education

UC San Diego Extended Studies Copyediting program -

San Diego
San Diego, CA

Anthropology -

Southern Oregon University
Ashland, OR
06.2009

Criminal Justice -

Rogue Community College
Medford, OR
06.2005

Skills

  • Experienced in maintaining confidentiality
  • Excellent communication skills
  • Proficient in problem-solving
  • Proficient in MS Office
  • Takes personal responsibility for tasks and seeks guidance when necessary

Personal Information

Title: Team Supervisor Workflow Coordinator Trainer

Timeline

Team Supervisor

Harry and David Contact Center
09.2018 - 03.2024

Workflow Coordinator

Harry and David Contact Center
03.2018

Seasonal Trainer

Harry and David Contact Center
09.2016 - 09.2018

UC San Diego Extended Studies Copyediting program -

San Diego

Anthropology -

Southern Oregon University

Criminal Justice -

Rogue Community College

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GIna Keiser