KIANA CARNLINE

• Provide administrative support to the Director of the Liquids Projects Business Unit and other executives of the company including scheduling meetings, supporting with expense reports and travel arrangements
• Facilitate meetings and events, including location and catering arrangements
• Implement community outreach by managing charity events for businesses unit
• Create Sharepoint site for business unit

• Provide administrative support to the COO and other executives of the company including scheduling meetings, supporting with expense reports and travel arrangements
• Built trust and relationships allowing improvements to the business
• Built new website for Catapult Education from Hubspot over to Learnworlds
• This improved inner-departmental workings, social media presence, educational viewership, and aided in building better relationships with our partners
• Managed meetings with influential partners to bring in new products and build partnerships with major partners in the industry
• Preparing meeting materials including assisting with the creation of presentations, handouts, and other related materials
• Perform administrative support duties, including but not limited to drafting and typing correspondence, answering, and screening executives' phone calls and directing inquiries to the proper party
• Establish and maintain effective and cooperative professional business relationships with all levels of management, employees, and outside clients
• Manage and oversee marketing efforts within the company including social media
• Helped grow our social media following by 90%.

• Guide, coach, mentor, and manage a team of 7 Analysts
• Create monthly meetings for individual team members to discuss their goals and improvements to find opportunities to utilize their talents and help them grow
• Prepare comprehensive Analytical Reports by collecting, merging, analyzing, and summarizing information using Queries
• Implement a technology-based process to reduce risk of human error
• Re-design processes for Lockbox and E-Box reconciliations, which has increased report accuracy by 80%

• Manage critical cross functional projects to drive improvements in things like translation services (for customer self service & customization), analyze root causes of customer NPS to support business initiative to drive improved sentiment
• Redesign Internal Helpdesk and CRM Zendesk to add intent routing, drive efficiencies of scale, improve first response time
• Provide Project Management within Provider Services and serve as the primary contact and head liaison between departments
• Create project road maps, gantt charts, various reports, monthly & quarterly executive reports and Net Provider Surveys (NPS)
• Provide Administrative support for Zendesk and all backend work
• Manage the Advanced Help Desk & Services Specialist role to ensure seamless company support, escalation issues, coordination and software issues
• Leadership and Team Meeting Minute creator; drafts, compiles and consolidates meeting material and distributes it to the team
• Provide Coaching, Success & Expectations; weekly review of individual member's main service metrics, efficiency and productivity
• Partner with Training Leads for refresher courses in a group or individual setting
• Collaborate with the Operations Manager & Director on historical documentation; tools, automations, triggers, international process accessibility
• Streamline team projects resulting in successful outcome.

Projects Assistant:

• Work directly with the Support Director & VP of Provider Services to create and execute projects that increased workflow efficiency
• Create and maintain spreadsheets using advanced Excel functions and calculations to develop reports and lists
• Implement organizational tagging systems within Zendesk
• Creat and implement guidelines to increase provider satisfaction and reduce the loss of providers
• Research and compile data to ensure all information in the Internal Help Center aligned with the direction of the Company and Department
• Create and update Internal Help Center Articles for internal employees, Macros for email efficiency and training material
• Assist in the successful launch of 'Salvage Providers Project’; loss prevention
• Responsible for planning and leading Project Meetings for International Support

Tier 2 Escalations:

• Provide progressively complex support and customer service
• Handle a high volume of incoming and outgoing calls, emails and chats
• Trusted as a stand-in lead when the Support Director was unavailable or out of office
• Assist the Support Director with daily tasks and projects that increased productivity
• Provide Quality Control reporting for product and service control
• Account Representative Support; provide updates with resolutions to issues
• Accurately record and account for all information in the database
• Responsible for inflow of providers in the United Kingdom.

• Provide sales and customer support for over 30,000 providers; General Practitioners and Orthodontists and their accounts
• Managed incoming and outgoing calls; diverting them in the appropriate direction.