Kaitlin Pollock

· Leads a team of Client Service Representatives in hosting ~15,000 virtual Market Research discussions annually.

· Provides Client Services support and direction to ensure overall success of complex market research projects.

· Manages schedules and performance for a team of ~10 employees.

· Provides updates of current in field projects and writes reports for Show Rates daily and monthly overall.

· Adaptable to Adobe Connect and outside platform changes to deliver direct technical support to moderators, respondents, and end clients during live market research discussions.

· Answer all customer emails within 24 hours, performing research, collecting and forwarding required information, and developing solutions to improve service quality.

· Skilled at using phone, fax, email and internet resources to contact and accommodate all customers’ needs.

· Assisted a team of ~5 project managers in creating quota sheets, following screeners and creating lines of communication with the client.

· Screening respondents in a timely manner, recording dispositions of all calls and reporting a recruit/hour timeline daily.

· Following up with project managers on any discrepancies found in a screener or anything that may become a difficult recruit based on respondents’ answers.