Tréchell Hanna

Platform & Production Operations Specialist

Current opportunity | Description TBD

Client Onboarding Senior Account Specialist

2021-04 to 2023-01

• Reviewed resumes and application materials to measure candidate suitability.
• Participated in video interviews with Human Resources to assess candidates based in remote locations.
• Developed department training curriculum and materials, including videos for online and remote instruction.
• Mentored new hires and utilized cross-training techniques to boost productivity and develop each team member's individual skills set.
• Exhibited flexibility to support multiple time zones outside of the United States, including Japan, Slovenia, and the United Kingdom.
• Connected individuals and teams across multiple company entities with available and relevant resources, to facilitate collaboration.
• Regularly consulted as a Subject Matter Expert on internal and external customer presentations and meetings.
• Orchestrated the successful migration of client data through the Questel M&A.
• Maintained Account Specialist role and responsibilities.

Client Onboarding Account Specialist

2019-04 to 2021-04

• Parented client account creation and data management processes, encompassing the analysis and audit of account data.
• Supported the successful migration of client data through multiple M&As.
• Originated and restructured ISO-compliant SOPs, including work instructions and training materials.
• Collaborated with stakeholders to ensure customer requirements are supported and understood across all internal functions.
• Partnered closely with Technology and Sales Administrators on company-wide improvement initiatives, including System Integration.
• Built internal and external customer surveys and intake forms using SurveyMonkey and Microsoft Forms, along with their MS Flows and SharePoint lists to automate responses and improve quality and traceability.
• Constructed and maintained the user guides for multiple customer-facing platforms.
• Administered internal and external customer-focused platform training.

Account Manager & Client Portfolio Specialist

• Managed the invoicing and payment processing operations of 87 client properties and their individual consumers; both commercial and residential.
• Audited and analyzed billing records to verify accuracy and completeness.
• Monitored outstanding balances and performed collection duties within company databases.
• Supported high volume of inbound technical and billing queries and escalations.

Executive Response & Social Media Resolution Specialist

2014-11 to 2018-10

• Represented the company publicly in collaboration with marketing on various social media platforms, including Facebook and Twitter.
• Acted on behalf of executive leadership to support internal and external customers.
• De-escalated or resolved numerous disputes for all intercompany departments and entities during my tenure.
• Subject Matter Expert, instrumental in restructuring and developing the training curriculum for the Corporate Customer Relations department.
• Designed internal resources including an informational SharePoint Website, operating procedures, and user guide for the platform Salesforce Social Studio.
• Achieved company goals and contributed to profit margins on a daily basis.

Customer Service Representative

2014-03 to 2014-11

Emergency Dispatch Operator

2013-07 to 2014-03