Russell Trimble
Portland,OR
Summary
Customer service expert with over 35 years in call center operations, focusing on client satisfaction and retention. Demonstrated ability to manage diverse client interactions and lead teams to surpass performance targets. Experienced in training and developing staff in dynamic environments, with proficiency in various software applications and strong English communication skills.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Behavior Therapist
Positive Behavior Support
09.2024 - Current
- Implement behavior intervention plans effectively and compassionately.
- Perform data collection, analysis, and collaboration with BCBA to support client progress.
- Build trust and cooperation with client and family within HIPPA regulations to facilitate emotional growth and learning as outlined by BCBA-developed plan.
- Author DEI Jagged Puzzle Pieces blog for Team PBS Newsletter
Behavior Technician
Centria Healthcare
11.2023 - 01.2025
- Provide ABA therapy services directly to clients, primarily in a 1:1 setting at the client s home or one of the Company s centers utilizing a combination of intensive teaching and natural environment training.
- Implement learning programs (i.e., communication, play skills, social interaction, adaptive life skills), collect data on target.
- Provide break and lunch coordination with Behavior Technician Colleagues, working with a variety of clients of varying ages.
- Exchange information and communication with Board Certified Behavior Analyst ("BCBA) including feedback on client development plans, behavior, safety, and best practices.
- Member – Diversity, Equity, and Inclusiveness Committee, Communications subcommittee – selected one of six from Forty Volunteers.
North American Field Support Agent
Jenny Craig International
06.2023 - 05.2023
- Manage real time calls, chat, and email queues to maintain service levels such as ticket management, quality control, abandonment rate, average speed of answer, and email answer rate.
- Responsible and accountable for providing phone and e-mail support to remote locations and local users regarding software, operational and training questions.
- Supports and trains end-users on proprietary POS systems, as well as select enterprise applications.
- Provide operational policy and procedure assistance to all remote locations and local users.
- Voice-over technician for automated messaging systems.
Systems Support Analyst Tier II
Jenny Craig International
06.2009 - 01.2023
- Provide support and training for field and colleagues with SONIC, SABA Cloud, Curves OS, Curves Smart, UltiPro, E-Tools, and Outlook.
- Level one support for Jenny Craig Centers and equipment.
- Inbound/outbound call support for Jenny Craig Center Employees and Home Office Personnel performing troubleshooting, training, and call escalation.
- Daily follow-up of existing tickets in Cherwell, including assisting colleagues with other tickets.
- Level one support of Curves Equipment including determination of product replacement.
- Create ongoing training curriculum of PowerPoint and PDF files with ongoing training for SONIC.
- Sole recipient of Outstanding Service Award (2009), SONIC Success Award (2010), and Client Satisfaction Award (2011, 2015, 2016). Conference Recognition Award (2017)
- Provided technical support for software applications used by weight loss consultants.
- Troubleshot hardware and software issues for internal users across multiple locations.
- Collaborated with cross-functional teams to enhance system functionalities and user experience.
- Developed training materials for staff on new systems and software updates.
- Documented system procedures and user guides for operational consistency.
- Analyzed user feedback to identify areas for system improvements and enhancements.
- Assisted in the implementation of new technologies to streamline operations at Jenny Craig.
- Maintained inventory of IT assets, ensuring up-to-date records of equipment and software licenses.
- Managed user authentication and authorization of data access.
- Generated reports using statistical software in response to user requests.
Lead Customer Service Agent
Jenny Craig International
01.2003 - 01.2009
- Call Center Supervision of 20+ employees.
- Off-time On-Call Support.
- Complaint Resolution 20-40 calls P/D.
- Developed 100-+ e-mail templates for use by Application Support Staff and Jenny Care for web site and client inquiry and complaint responses.
- Jennycraig.com Company Message Board Administrator.
- Supervised department training.
- Developed and frequently updated employee training manuals for procedures and software application proficiency.
- Annual and monthly peer review and weekly one-on-one meetings with Call Center staff for development and evaluations.
- Acting Call Center Supervisor 2007-2008; Acting Manager 2008-2009.
Education
Certification: Speaking & Persuasive Speaking - Speech And Public Speaking
Udemy
Udemy Online07-2025
Diploma - Child Psychology
Alison University
Alison University04-2025
Certification: Customer Service Professional -
Udemy
Udemy Online06-2024
Political Science - Political Science Major
Mesa Community College
San Diego, CA01.1994
High School - Journalism Major
Clairemont High School
San Diego, CA01.1989
Certification in Industrial Safety And OJT Training - Industrial Safety
TRW VSSI
TRW VSSI Onsite LearningTechnical Support Fundamentals -
Coursera/Google
CourseraPowerPoint – Expert certification -
New Horizons
San DiegoSkills
- Client retention strategies
- Active listening
- Escalated call handling
- English fluency
- Written communication
- Typing speed (120 wpm)
- Multitasking and prioritization
- Organizational skills
- Data entry proficiency
- Problem solving
- Account management
- CMS/LMS expertise
- Payment processing
- Fraud investigation
- Client confidentiality
- Empathy and engagement
- 8x8 software proficiency
- Siebel CRM
- Salesforce expertise
- Cherwell support system
- JDE knowledge
- CRM systems management
- Microsoft Office suite
- Active Directory administration
- JCI software proficiency
- Software analytics skills
- Voice acting and voice-over work
- Public speaking skills
- Behavior analysis techniques
Supplementary
- Best-selling Author – Viktor, Preying Moon, and To Dethrone the Rat King
- Author of Dual Awards – Middle School Madness
- Voice Actor short stories, audiobooks
- DEI Blog/newsletter writer – Jagged Puzzle Pieces
Certification
Behavior Interventionalist
Accomplishments
Above and Beyond Award Winner - Three Times Jenny Craig Newsletter
Affiliations
Author Promotion, cover design, and editing
References
References available upon request.
Timeline
Behavior Therapist
Positive Behavior Support
09.2024 - Current
Behavior Technician
Centria Healthcare
11.2023 - 01.2025
North American Field Support Agent
Jenny Craig International
06.2023 - 05.2023
Systems Support Analyst Tier II
Jenny Craig International
06.2009 - 01.2023
Lead Customer Service Agent
Jenny Craig International
01.2003 - 01.2009
Certification: Speaking & Persuasive Speaking - Speech And Public Speaking
Udemy
Diploma - Child Psychology
Alison University
Certification: Customer Service Professional -
Udemy
Political Science - Political Science Major
Mesa Community College
High School - Journalism Major
Clairemont High School
Certification in Industrial Safety And OJT Training - Industrial Safety
TRW VSSI
Technical Support Fundamentals -
Coursera/Google
PowerPoint – Expert certification -
New Horizons