Programs I know
- Several company-specific financial product servicing programs
- Some terminal-based systems provided by TSYS and First Data
- Varied company knowledge bases, including one powered by Salesforce
Bachelor of Science in Communication from Brigham Young University - Idaho (April 2014 Graduation)
Emphasis in video production with modules (basically half-minors) in visual media and business.
Sykes Enterprises Inc - Milton-Freewater, Ore. (June 2014-January 2018)
In the space of three-and-a-half years, I worked for three clients in a variety of positions, all within the financial services sector. One of these companies was one of the 10 largest banks in the United States, and other was in the top 15. Below are the positions I held while at Sykes and the contributions I made in each:
June 2014-January 2015: Customer Service Representative I, providing online banking assistance. Contributed to extremely high customer satisfaction, beating the client’s own internal teams.
January 2015-August 2016: Subject Matter Expert, providing answers to fellow employees’ questions so they could best assist the customers with their credit cards. Following a client change I was the newest employee selected for the initial team of SMEs, and I was part of the team selected to help support the opening of a large Sykes center in Boise, ID in the fall of 2015. Remained in this position until a change of client.
August 2016-January 2017: Customer Service Representative I, with a client change in 2016, the Subject Matter Expert position was eliminated, and we were placed back into the CSR I position. During this time I was assisting customers with personal deposit accounts, along with basic online banking inquiries.
January 2017-May 2017: Part-time Quality Assurance, evaluating representatives’ calls for meeting client standards, for half of my work day I was assigned to evaluate and provide coaching to new representatives leaving training to support them providing quality service and meeting client standards.
May 2017-January 2018: Team Lead, leading a team of between 10 and 20 direct reports, providing regular coaching, support, and training to seek to meet client goals around efficiency and quality of customer service for customers’ credit card accounts. Duties also included some administrative and follow-up work on customers’ accounts and the ability to make some well-documented exceptions to standard procedure for customers in warranted situations.
BYU-Idaho - Tutor for Creating Online Media - Rexburg, Idaho (February 2013-April 2014)
I helped students as they learned HTML, CSS, and a little PHP. I had to take fairly technical concepts and make them easy to understand for people with little or no technical experience. I received almost universally positive feedback from students who participated in tutoring sessions.
It was no easy task either: after taking a giant pile of CSS code written by somebody with barely any idea what they’re doing and figuring out what’s going wrong, you feel like you can do anything!
BYU-Idaho - Communication Department Lab Assistant - Rexburg, Idaho (January-December 2013)
I staffed the open lab for students to come get help with their assignments. They usually needed help with the Adobe Creative Suite programs or WordPress websites.
Fox Webstores (Summer 2013 Internship)
I helped create a number of product and tutorial videos for their online stores. It included everything from scripting to final upload and YouTube optimization.
An classroom/advertising agency that I participated in for 3 semesters. I assisted in the production and editing of commercials and informational videos for paying clients.
Walla Walla Sweets Baseball - Walla Walla, Wash. (June-August 2011)
I was a ticket taker and bag searcher. It was a surprisingly fun job that helped me learn to like baseball!
Missionary - The Church of Jesus Christ of Latter-day Saints - Northern Utah (August 2008-August 2010)
I was a Mormon missionary for two years and got to meet a ton of great people from various backgrounds while doing it!
Limousine Call Center - Reservation Specialist - Walla Walla, Wash. (May-August 2008)
This was a job at an inbound call center for various limousine services throughout the world. I took customer orders quickly and effectively, including handling of sensitive data.