Jolene Trobough

• Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
• Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
• Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
• Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
• Collaborated with team members to share best practices for handling complex inquiries and improving overall performance.
• Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
• Maintained extensive knowledge of company policies, procedures, and offerings to effectively address customer needs.
• Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.
• Maintained up-to-date knowledge of product and service changes.

• Sanitized, restocked, and organized exam rooms and medical equipment.
• Obtained client medical history, medication information, symptoms, and allergies.
• Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
• Performed medical records management, including filing, organizing and scanning documents.

• Supervised operations staff and kept employees compliant with company policies and procedures.
• Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
• Developed and maintained relationships with external vendors and suppliers.
• Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
• Developed strong relationships with vendors, resulting in better pricing and improved service quality.

Training Coordinator for New Horizons Enterprise Accounts, Dell IT Learning and Development, and Dell Global Diversity Department.

• Maintained accurate records of employee participation in training events, tracking progress towards learning objectives.
• Coordinated logistics for training events, including scheduling facilities, securing necessary equipment, and managing participant registration.
• Evaluated the effectiveness of training initiatives, making adjustments as needed to optimize results.
• Facilitated communication between trainers and participants before and after sessions to ensure clear expectations and follow-up support were provided as needed.
• Partnered with external vendors to source specialized training content or services when required by organizational needs or strategic priorities.

• Served as the primary point of contact, fostering strong relationships between internal teams and external partners.
• Coordinated multiple projects simultaneously, ensuring timely completion and alignment with organizational objectives.
• Maintained a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
• Provided backup support during peak periods or absences of fellow team members, maintaining continuity in payroll operations.
• Utilized advanced features in the payroll software system to generate customized reports for ad hoc management requests.
• Improved payroll accuracy by regularly updating employee records with changes in salary rates, deductions, and exemptions.

• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
• Ensured accurate record-keeping with diligent data entry and database management for vital company information.
• Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
• Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
• Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
• Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
• Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.