Noah Sturdevant

Oversaw day to day operations of the business. Partnered with the owners and employees to create a "White Glove" patient experience. Twice daily inventory of all products and ordering/receiving of products. Created schedules, standard workflows and procedures to ensure efficiency of staff. Created and facilitated training for new employees. Coached employees on areas of opportunity. Ensured all employees adhered to State regulations and guidelines.

Monitor real time queue/skill performance using Avaya Supervisor, CMS, and ININ. Communicate real time closing status updates to customer support leadership teams. Monitor multi site real time adherence and communicate with sites when reps are out of adherence. Handle incoming exceptions over the phone, through chat, and email. Accurately enter exceptions in real time. Escalate queue or system issues to appropriate person or department and open help desk tickets as needed, and partner with incident management to resolve issues with internal systems.

Provide white glove customer service, and assist with troubleshooting QuickBooks Online issues. Capture customer feedback and develop actionable insights that can be submitted for future process improvements. Partner with other departments and lines of the business to become more knowledgeable and effective in my duties.

Identify and mitigate risk when responding to high profile and legal customer contacts. Search for the root cause creating negative customer experiences in order to identify actionable insights and process improvements. Utilize pivot tables to create data driven insights in order to facilitate the Office of the President and Customer Experience leadership collaborative sessions.Map out customer experience and provide actionable insights based on root cause data collected from Office of the President escalations. Utilize customer experience insights data in order to provide White Glove customer service. Maintain a strong interpersonal relationship with other lines of the business in order to become more efficient in my duties.

Addressed escalations from several different lines of the business as well as from The Federal Drug Administration, Mission Fish, PayPal, and the Department of Defense. Educated and Coached Top Customer accounts regarding Seller Performance concerns. Addressed policy appeals through escalations, and through reactive workflows. Trained new and existing agents in best practices for mitigating risk and providing white glove support, policy enforcement and policy updates. Partnered with leadership to ensure that our policies are clear and that we keep the internal knowledge base updated with any new policy concerns.