Sophie Gorman
Cincinnati,OH
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Customer Advocate position. Ready to help team achieve company goals, growth opportunities, find meaningful, impactful work, and a family workplace environment.
Overview
2
2
years of professional experience
Work History
Operations Coordinator
Divisions Maintenance Group
2022.01 - Current
- Processes, expedites and tracks work orders from customer, Amazon Web Services, consisting of work order life cycle management, customer and service provider relationship management and field employee relations
- Innovator with demonstrated success in ensuring projects meet required policy and process standards from initiation through completion
- Provide consistent customer support and satisfaction through day-to-day operations, taking customer requests and developing and executing a plan to deliver operational excellence 24/7
- Develops and maintains strategic relationships with Field personnel and Amazon management, including Facilities Managers and Chief Engineers for Amazon Web Services sites
- Expert in company procedures and process standards
- Deliver technical support providing 24-hour on call services, ensuring to be available to answer calls and manage cases 24/7, including during holidays and vacation.
DMG Pro Ambassador
Divisions Maintenance Group
2023.06 - Current
- Selected by Operations Managers to be a DMG Pro Ambassador for the Amazon team to represent at trainings within the company
- Delivered and led team presentations while transitioning to new technological platform, DMG Pro
- Trained coworkers on using DMG Pro to assist in performing their roles effectively.
Education
Bachelor of Arts: Communications -
The University of Cincinnati
Cincinnati, OH04.2021
Skills
- Customer Engagement
- Team Management
- Product Knowledge
- Brand Awareness
- Customer Service
- Team Development
- Decision-Making
- Data Entry
- Internal Communications
- Strategy Development
- Schedule Coordination
Certifications Honors
- Dean’s List (3.4+ Semester GPA) - Fall 2017 - Spring 2021
- OSHA Certification (Outreach Training Program) - 02/2021
- Legion of Excellence Honoree – University of Cincinnati - 09/2021
Intercollegiate Athletics
University of Cincinnati Women’s Soccer Team, 07/2017 - 04/2021, Balanced a demanding schedule of 30+ hours a week of practice, travel, competition, and academics. Gained valuable leadership skills and lasting relationships through team experiences on and off the field.
Technological Skills
- Microsoft Office applications - Excel, Word, PowerPoint, SharePoint, Teams, and Outlook.
- Data Entry: ability to compile, summarize, analyze, report and action data.
- CRM (Customer Relationship Management)
- Troubleshoot through Provider Portal, DMG Pro, to provide technical support and efficient services for technicians to any hour of the day, providing 24-hour on call services for customer, AWS (Amazon Web Services).
Leadership Experience
DMG Pro Ambassador, Divisions Maintenance Group, Cincinnati, OH, 06/2023, Present, Selected by Operations Managers to be a DMG Pro Ambassador for the Amazon team to represent at trainings within the company, Delivered and led team presentations while transitioning to new technological platform, DMG Pro., Trained coworkers on using DMG Pro to assist in performing their roles effectively
Induction into the the Athletic Hall of Fame at McNicholas High School - March 2023
Recognition of contributions, dedication, and commitment to McNicholas Athletics.
Timeline
DMG Pro Ambassador
Divisions Maintenance Group
2023.06 - Current
Operations Coordinator
Divisions Maintenance Group
2022.01 - Current
Bachelor of Arts: Communications -
The University of Cincinnati
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