Jamie Marino

• Assess quality of work on agents.
• Reporting on agent performance and quality of agent's tickets to ensure that all agents are up to date with all procedures.
• Scoring agents with Kaizo.
• Organized and detail-oriented with a strong work ethic.
• Worked well in a team setting, providing support and guidance.
• Managed time efficiently in order to complete all tasks within deadlines.
• Analyzing and summarizing agent errors for Supervisors to use for coaching purposes
• Documenting notable errors made by agents on a spreadsheet, noting the ticket date, ticket number, error category, ticket QA score, and description of each error.
• Reporting any agent error trends across entire team or individual agents.
• Joining and actively participating in recurring QA/Team meetings in order to stay current on any major updates.
• Head of special projects - Flag Compliance Analysis also involved in several other special projects – Gameplay, RSG, AML, Account Escalation Channel, AF Purchasing Escalation and Jackpot Initial Handling.

VGW Supervisor - Verifications (March - 2021)

• Answered questions agents may have had.
• Coordinated queue management.
• Facilitated Team Development through one-on-one agent/supervisor meetings.
• Handled Action Plans when necessary.
• Worked on tickets to ensure prompt and attentive customer service.

VGW Customer Support Specialist (August - 2020)

• Verified and approved player's redemptions
• Communicated with players via Zendesk.
• Worked on tickets to ensure prompt and attentive customer service

• Customer service skills.
• Delivered quick and friendly customer service.
• Transported clients to and from doctor appointments.
• Documented mileage to and from destinations on clients that were being transported.
• Maintained a professional and friendly demeanor during deliveries to uphold the company's reputation.

• Prepared and reviewed insurance applications to verify compliance with regulations.
• Finalized sales and collected necessary deposits.
• Evaluated competitors' products and services to gain competitive advantage.
• Analyzed customer needs to provide customized insurance solutions.
• Educated clients on insurance policies and procedures.
• Investigated and processed claims swiftly to keep customers satisfied.
• Negotiated with insurance underwriters to obtain better coverage and improved rates for clients.
• Met with customers to provide information about available products and policies.
• Built relationships with clients using active listening and issue resolution to provide excellent service.

• Monitored workplace activities to determine compliance with safety regulations and standards.
• Developed and implemented safety policies and procedures to promote workplace safety.
• Maintained inspection-ready manifest documentation for review by supervisor.
• Performed safety analyses to evaluate potential risks and develop risk strategies.
• Assisted with FDA and USDA audits.
• Assisted QA technicians when necessary.
• Controlled, maintained, reviewed, and filed HACCP documents.
• Assisted with implementing of Quality Policies that are necessary for FDA and USDA certification.
• Created time temperature reports.

• Maintained complete documentation and records of all purchasing activities.
• Communicated with vendors regarding inventory needs and negotiated prices to maintain profit margins.
• Tracked inventory shipments and prepared spreadsheets detailing item information.
• Determined lowest possible cost, factoring in quality, and reliability and negotiated favorable contracts.
• Kept records of orders in computer system.
• Maintained consistent email communication with stores and suppliers to confirm and track orders and verify price revisions on purchase orders.

• Routed incoming mail and messages to relevant personnel without delay.
• Compiled information from files and research to satisfy information requests.
• Confirmed appointments, communicated with clients, and updated client records.
• Organized, maintained and updated information in computer databases.
• Sorted, received, and distributed mail correspondence between departments and personnel.
• Answered multi-line phone system and directed calls accordingly.
• Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
• Scheduled office meetings and client appointments for staff teams.
• Responded to inquiries from callers seeking information.