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https://crystalburton.meExperience
Digital Marketer / Copywriter / Digital Product Creator / Content Creator
Create digital information products, such as e-books, how-to guides, and training courses
Digital / Internet marketing
Content creation for website
Article writing for traffic generation
Blog writing
Web content writing
Web host provider
Proofreading and editing
Digital product sales
Print on demand and dropshipping
Affiliate marketing
Team Lead / Content Moderator / Subject Matter Expert
Monitor and review agent calls and provide coaching and feedback necessary for improvement using the LEAD coaching style.
Create a Microsoft Teams environment for the program to utilize during remote operation. Once created, maintain, monitor, and update as needed.
Receive corporate communications and disseminate the information to the agents, ensuring understanding of the information provided and how to apply it in their roles.
Organize leadership to ensure that everyone was acting uniformly when helping agents with their calls and ensuring that the answers were not just given to them, but instead, asking leading questions to help guide them to the answers on their own.
LEAD coaching involves using personality testing to understand the best approach for each agent and using open-ended questions designed to assist the agents in participating with leadership to determine what areas they can improve on and where they are doing well. This creates a "buy-in" for the agent, allowing them to take ownership of their improvements, and motivating them to see their improvements through.
Creation of a "Supervisor call log" to record the high-level details of calls requesting supervisor intervention in an effort to understand team weaknesses and address them. Also, overseeing leadership and scheduled time on the supervisor line and time in help chats to ensure everyone had time to take customer calls to maintain certifications and ensure all leadership documented their supervisor calls in the log.
Assisted agents in their "nesting" period to ensure they could find any necessary information and remain compliant with SOPs and call handling procedures.
Monitor call queue and agent after call work time to ensure no call avoidance.
Training and assistance as needed to improve the overall KPIs for the program continuously.
Create a training program to improve problem areas in different processes, where the majority of the team was having problems executing correctly, to improve metrics, which brought a 95% improvement in the process.
Education
Bachelor's in business administration and management
Majoring in Entrepreneurship
Minoring in Marketing
President's List Distinction multiple times
4.0 GPA, Honors Student
Inducted into the National Society of Collegiate Scholars (NSCS), Society for Collegiate Leadership and Achievement (SCLA), Honor Society, and the Beta Upsilon Psi chapter of Phi Theta Kappa (PTK) Honor Society for my outstanding Academic Performance.
Peer Mentor through thementorcollective.org, mentoring new students at the university to ensure they have all the resources necessary to complete their degree programs successfully.
In Winter 2024 (January 2024), I will enroll in Strayer's Accelerated Program, allowing me to take courses that count towards my BBA and MBA concurrently.