Marvin A.

• Managed multiple monthly programs and facilitate their completion for monthly digital deliverables
• Planned and arranged meetings with project's stakeholders, enabling parties to meet and discuss project progress.
• Maintained project schedules by managing timelines and making proactive adjustments.
• Communicated with 8 team members to keep 7 monthly programs on schedule.
• Partnered with project's team members to identify and quickly address roadblocks.
• Collaborated with project's owners and team members/ Developers to set ambitious but achievable goals.
• Manage, motivate and promote collaboration across different the project's team and keep the members on-task and productive.
• Managed minimum of 3 projects each year while maintaining adherence to budget, schedule and scope requirements.

Network Specialist collects, monitors, and study business data to identify processes’ slowdowns and provide recommendations.

Role consist of:

Project Management:

• Manage (start to end) small to medium size Customer Engagement & Servicing (CES) projects.
• Provide regular communication and serves as Point of contact (POC) for internal/external stakeholders.
• Liaise with external departments to ensure cross-functional alignment and compliance.

Data Analysis:

• Address specific training and development needs to fill knowledge and compliance gaps.
• Administer training to ensure intricate understanding of all internal guidelines and standards
• Identify data sources, coordinate data feeds from external sources and develop or coordinate the development of reports, queries, forms and spreadsheets to meet business unit process and information needs.
• Mitigated risk by analyzing complex process systems to assess vulnerabilities.

Service specialist’s tasks include Senior Corporate Support Agent tasks with the addition of:

• Quality Audit & Calibrations: Performing Quality Audit as well as calibrations sessions to ensure compliance and proper servicing of offshore team and channel.
• Service Analysis & Optimization: Identify pain points, or trends across our various French contact channels (Voice, Chat, Social Media) and create sound resolutions to mitigate current and future roadblocks.
• Translations & Conversion: Providing assistance in converting the company’s processes, scripts, or procedures from English to French.

• Service Recovery:

Broke down and evaluated user problems, using test scripts,

personal expertise and probing questions.

Collaborated with vendors to locate replacement components and

resolve advanced problems.

Monitored systems in operation and quickly troubleshot errors.

Used Cisco in house software to create and updated tracking

documents.

• Service Recovery: Perform follow-up on identified issues found in predictive service analysis measures, identify trends, and create sound resolutions to mitigate future problems; analyze causes dissatisfaction; maintain positive online company presence on consumer advocacy websites
• Technical Support: Troubleshoot reported issues, recreate problems, test, and document use-cases
• VIP Coach and Network Support: Engage the Coach community within private social media groups; support regional Sales teams in CA, UK, PR, and other language specific markets; provide dedicated account services or TeamBeachbody Coaches with complex, larger organizations (15 Star level and above)

• Customer Management:

Customer Management:

• Manage customers’ accounts and providing information pertaining to orders, invoice dates, purchase totals, shipment dates, tracking information, etc.
• Optimize the customer experience by ensuring all proper discounts, special pricing and/or arrangements, terms of payments and shipping details properly applied.
• Answer general inquiries from customers in regards to thousand products from over 770 brands.
• Educate customers new products, special promotions, or any other information that may increase not only the customer experience but also the company’s revenue
• Assist customers with French line for Canada over the phone, emails and chat service.