1. Training Manager (Homebase) | Red Pocket Mobile
April 2012 - March 2019
A. CSR/Chat and
B. Training Manager/Help Desk Duties: Responsible for training new hires and answers inquiries from customer service representatives about their call concerns. Verifies and approves the troubleshooting steps from customer service representatives. Products: Refills, SIM cards, MiFi devices, Cellular Phones Experience with JIRA ticketing system and KAYAKO chat software.
2. Virtual Assistant/Team Lead | Churchill Education
June 2015 – November 2016
Team Lead Tasks: - Daily Huddle to check on task status - Answer inquiries of VAs - Disseminate updates to VAs
Student contact: - “touch-base” phone calls &
Admin Tasks: - Upload student work and/or
3. OIC Account Manager | Northern Miles Outsourcing
June 2013 - December 2013
Responsible for maintaining agent productivity and meeting quota for the client. Responsible for maintaining a good relationship with the clients we work with. Encourages the agents and creates a positive atmosphere to boost employee’s self-esteem.
4. Inbound/Outbound CSR | AlphaNet Communications Int’l
November 2012 to June 2013
Accounts: Medical Alert, Home Security, and Loans Duties: Responsible for order placement of Medical Alert (inbound) products for seniors. Responsible for lead generation and placement of orders for home security (outbound) and loan applications (outbound)
5. Customer Service Representative | Sitel
February 2010 to November 2012
Account: Digital River Incorporated (online store reseller for thousands of online stores) Duties (Phone call &
Experience: 5 - 10 years
Experience: 5 - 10 years
“I had this VA that I could turn things over to made it a lot easier”
Kyle Mckenna
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