RICKY UPELL

• Analyzed and audited monthly expenditure of over 30 members funds.
• Developed and self-deployed digital maps for cross-company use with added benefits of assisting recruiters and talent acquisition specialists find suitable placements for prospective employees.
• Modernized and revamped Arizona's maintenance ticketing system.
• Frequently visit homes within Arizona to preform system analysis, diagnostics, and troubleshooting with conflict resolution.
• Monitor and redeploy Arizona's technological equipment to employees.
• Ascertain companies' short comings leading to state fines and effectuate corrective measures.
• Troubleshoot technical equipment in homes; virtually or via phone call.
• Work closely with Arizona's Director to research and emplace out of scope projects.

• Directed and launched SEO campaigns resulting in 70% growth in organic recognition.
• Displayed customer retention techniques to reduce cancellation and improve company growth.
• Directed with finding pain points in customers online presence in order to offer advanced products for online success.
• Managed book of business for over 100 clients in which were met weekly to discuss growth and analyze new business opportunities.
• Tasked with acquiring and onboarding prospective customers.
• Successfully built ongoing relationships with clients in order to provide outstanding and personable services.
• Consistently received approval rate of over 95% with ongoing and new clients.

• Copiloted the creation and implementation of a successful beta program that increased revenue $15,000 per quarter.
• Utilized active listening skills to determine customer needs when the customer is unsure how to convey requests.
• Prevented escalations by communication with customers in order to resolve any challenge or concerns that may arise.
• Made recommendations to clients in order to better improve their websites and overall experience with Newfold.
• Worked productively to determine needs of clients and fast track solutions to those needs.
• Repaired faulty databases for websites.
• Provided and created in depth articles to educate customers on web development and search engine optimization.
• Backed up or modified applications and related data to provide for disaster recovery.
• Utilized SEO techniques to optimize website content, improve search engine rankings, and increase traffic.
• Trained support staff in site implementation, updating and maintenance procedures.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

• Handled and sort confidential employee files.
• Preformed screening calls to verify employee traits
• Maintained telecommunication system by following manufacturer’s instructions for house phone and console operation.
• Answering, screening and forwarding over 50 daily phone calls.

• Led team of 7 direct support professionals to ensure full implementation of members ISPs
• As a team leader I ensured the safety, communication, and well-being of the team
• Developed personalized plans to improve the lives and independence of our consumers.
• Provide excellent customer service to our clients.

• Manage and maintain internal billing reports for over 200 locations, ensuring accuracy and timely updates.
• Investigate collection issues caused by errors, working to resolve discrepancies and improve collection success rates.
• Monitor billing levels to ensure maximum profit, regularly liaising with management to address shortfalls and meet targets.
• Optimized billing report processes, reducing completion time from 3 hours to under 2 minutes, significantly increasing efficiency.