Sorenson Communications

- Deliver remote and on-site VRS training to customers, perform service calls, and install equipment.
- Educate customers on the benefits and features of Sorenson VRS, and work with Sales/Outreach and Marketing groups to promote the service.
- Participate in training sessions with deaf constituents to demonstrate how to use Sorenson services to communicate with hearing constituents.
- Respond to nationwide customer inquiries through videophones, verify customer information, and maintain accurate customer account records.
- Adhere to call handling policies and procedures, and schedule service appointments when necessary.

Field Trainer

- Serve as an escalation point for Tier I representatives, addressing complex customer inquiries professionally.
- Provide advanced technical support and troubleshooting for Sorenson's products and services, including Lumina and videophone/conferencing.
- Communicate with customers via phone, email, and chat, demonstrating empathy and patience while guiding them through resolution processes.
- Collaborate with internal teams, including Engineering and Product Development, to relay customer feedback, identify trends, and contribute to the enhancement of products and services.
- Maintain accurate and detailed records of customer interactions, inquiries, and solutions within the CRM system.
- Assist in developing and maintaining customer support documentation, knowledge base articles, and training materials.
- Stay up-to-date with industry trends, product updates, and technological advancements to address customer needs effectively.

Customer Care Tier II

Pinthouse

- Prepare and cook food items to order with attention to quality, taste, and presentation
- Follow recipes and ensure that portion control, presentation, and quality of food items are consistent
- Clean and sanitize kitchen equipment and work surfaces in accordance with food safety regulations
- Assist with receiving and storing inventory of food and supplies, as well as rotating stock to ensure freshness
- Monitor food inventory levels and notify management of any shortages or excesses
- Assist in the development of new menu items and suggest ways to improve food quality and presentation
- Participate in kitchen cleaning and maintenance, including dishwashing and garbage disposal
- Work collaboratively with front of house staff to ensure seamless food service and guest satisfaction.

Back of House

ZVRS

- Achieved a 60% reduction in repair costs by establishing a relationship with an Apple-certified vendor on repairs.
- Spearheaded the creation of a return-to-repair incentives program for same-day repairs at the service delivery department, working closely with key stakeholders and the vendor to secure a budget of $50K+ for the incentives alone.
- Decreased product replacements by 30% by identifying cases on Return Merchandise Authorization (RMA).
- Successfully implemented Return to Repair methodologies to improve cost savings, minimize inventory losses, and maintain product availability.
- Engineered Quality Control processes to enhance inspection and verification methods.
- Conducted extensive research to propose departmental improvements and solutions to increase efficiency and effectiveness.
- Created a technical handbook for cross-training purposes.

Achievement:

- Achieved significant cost savings through effective vendor relationship management and implementing innovative solutions.
- Implemented process automation to improve efficiency and accuracy, resulting in a reduction in errors by 25%.
- Successfully conducted quality control checks, resulting in a 20% increase in customer satisfaction ratings.
- Proposed and implemented new solutions that improved departmental operations, resulting in a 30% reduction in customer complaints.

Service Delivery Technician

- Provided comprehensive introductory information to new customers to ensure a smooth onboarding experience.
- Maintained a high level of customer satisfaction by addressing concerns and ensuring that customers are satisfied with products or services.
- Utilized effective communication skills to quickly and efficiently answer client and customer questions, identifying the most efficient methods to resolve issues.
- Demonstrated excellent problem-solving skills, escalating complex queries and concerns to the appropriate channels for swift resolution.
- Collaborated closely with Tier 3 Technical Support to implement creative troubleshooting strategies through the chat platform, utilizing the JIRA ticketing system to avoid escalation to the next level.
- Worked as part of a cross-functional team, including Customer Experience Team members and other departments, to identify appropriate solutions to issues and enhance overall customer satisfaction.

Achievement: 

- Successfully reduced customer wait time by implementing an efficient ticket routing system, resulting in a 20% reduction in average handle time.
- Developed a comprehensive troubleshooting guide for common technical issues, resulting in a 30% reduction in escalations to Tier 3 support.
- Received consistent positive feedback from customers for resolving complex technical issues with a high level of professionalism and customer service.
- Collaborated with product development teams to identify and resolve recurring technical issues, resulting in a 15% reduction in overall customer complaints.
- Mentored and trained new Technical Support Tier 2 team members on effective communication and technical problem-solving skills, resulting in an increase in team productivity and customer satisfaction.

Technical Support Tier 2

- Collaborated cross-functionally with IT developers, production, marketing, and sales teams to enhance customer services and boost brand awareness.
- Aligned customer experience strategies with marketing initiatives, proactively informing customers about new product features and functionalities.
- Conducted in-depth analysis to identify customer needs and proactively took steps to maintain a high level of customer satisfaction.
- Responded promptly to customer queries via phone and email, utilizing effective communication skills to provide timely and effective solutions.
- Conducted product tests to evaluate after-sales and support services, facilitating improvements to enhance the customer experience.
- Documented processes and maintain accurate logs of technical issues, customer compliments, and complaints, ensuring timely resolution of all customer issues.
- Leveraged the Salesforce platform to generate cases and manage customer inquiries and concerns.

Achievement: 

- Collaborated with the IT development team to create a new online self-help portal, resulting in a 30% reduction in customer inquiries and faster resolution times.
- Developed and delivered comprehensive training materials to the customer support team on new product features, resulting in a 40% increase in first-call resolution rates.
- Conducted a root cause analysis of common technical issues and implemented process improvements, resulting in a 25% reduction in support tickets and improved customer satisfaction ratings.
- Streamlined the customer escalation process, reducing the average time to resolution by 50% and improving customer satisfaction scores.
- Proactively identified customer pain points and worked cross-functionally with marketing and production teams to develop and implement new product features, resulting in a 15% increase in customer retention rates.

Customer Experience Team Specialist

Keurig Dr Pepper Inc.

- Executed merchandising plans to ensure that products are displayed appropriately and meet sales objectives.
- Maintained positive relationships with store management and staff to secure optimal product placement and visibility.
- Conducted regular store visits to ensure product availability, pricing, and promotional displays are in line with marketing initiatives.
- Monitored inventory levels and ensured appropriate stock levels are maintained by restocking shelves and setting up promotional displays.
- Utilized point-of-sale systems to accurately track and report on inventory levels and sales performance.

Achievement: 

- Negotiated with store management and staff to secure prime product placement and improve visibility, resulting in a 20% increase in sales.
- Trained and mentored new merchandising staff, resulting in a more efficient and effective team.

Merchandiser

- Delivered remote and on-site VRS training to customers, perform service calls, and install equipment.
- Educated customers on the benefits and features of Sorenson VRS, and work with Sales/Outreach and Marketing groups to promote the service.
- Participated in training sessions with deaf constituents to demonstrate how to use Sorenson services to communicate with hearing constituents.
- Responded to nationwide customer inquiries through videophones, verify customer information, and maintain accurate customer account records.
- Adhered to call handling policies and procedures, and schedule service appointments when necessary.

Achievement: 

- Successfully delivered remote and on-site VRS training to customers, resulting in a 98% customer satisfaction rating.
- Collaborated with Sales/Outreach and Marketing groups to develop and implement effective strategies for promoting Sorenson VRS services and increasing customer adoption.
- Conducted training sessions with deaf constituents to demonstrate how to use Sorenson services to communicate with hearing constituents, resulting in improved communication and increased usage of the service.
- Responded promptly to nationwide customer inquiries through videophones, quickly identifying and resolving issues to maintain high levels of customer satisfaction.
- Consistently adhered to call handling policies and procedures, ensuring consistent and effective service delivery.
- Proactively identified areas for improvement and developed and implemented innovative solutions to enhance customer experience and streamline operations.

Lansing Community College

- Assisted instructors with class preparation, including creating and distributing class materials and setting up equipment for presentations and demonstrations.
- Provided one-on-one support to students, answering questions and providing feedback on assignments and projects.
- Monitored and tracked student progress, grading assignments and exams as needed.
- Facilitated group activities and discussions, fostering a collaborative learning environment.
- Assisted with online course management, including posting course materials, monitoring discussion forums, and grading online assignments.
- Worked with students with disabilities to ensure they had access to the same opportunities as their peers.
- Communicated regularly with instructors and other teaching assistants to ensure consistency across courses and programs.

Achievement: 

- Designed and implemented engaging classroom activities and lesson plans for multiple courses, resulting in high student engagement and improved learning outcomes.
- Fostered a supportive and inclusive learning environment, actively seeking to accommodate diverse student needs and backgrounds.
- Provided constructive feedback to students, resulting in measurable improvement in their academic performance and confidence.
- Assisted in the development and implementation of academic assessments, ensuring accurate measurement of student learning outcomes.
- Coordinated with professors and faculty to ensure consistent delivery of course materials and alignment with academic standards.
- Actively engaged in professional development, attending conferences and workshops to stay current with best practices in learning.

Teaching Assistant

Peckham, Inc.

- Operated and maintained advanced sewing equipment, including single needle and overlock machines.
- Constructed garments according to specifications, using a variety of fabrics and techniques.
- Performed quality checks on finished products to ensure they met established standards.
- Assisted in training and mentoring Apparel Sewer I and II team members.
- Read and interpret technical specifications, patterns, and production instructions.
- Worked closely with production teams to ensure the timely delivery of high-quality garments.

Achievements:

- Consistently produced high-quality garments that met or exceeded production standards.
- Developed and implemented process improvements that reduced production time and waste.
- Trained and mentored Apparel Sewer I and II team members, resulting in improved productivity and quality of work.
- Consistently met or exceeded production targets, resulting in increased efficiency and profitability for the company.

Apparel Sewer III

- Operated industrial sewing machines and other tools to construct and assemble apparel products according to quality standards, design specifications, and production goals.
- Interpreted work orders, patterns, and instructions to determine necessary materials, equipment, and methods for each job.
- Conducted quality control inspections on finished products to ensure compliance with customer specifications and quality standards, and made necessary adjustments and repairs as needed.
- Trained and mentored Apparel Sewer I employees on sewing techniques, quality standards, and safety procedures.
- Maintained a clean and organized work area and equipment, performed routine maintenance and minor repairs on machines, and reported any equipment malfunctions or safety hazards to management.
- Worked collaboratively with other departments, such as production planning and inventory control, to ensure efficient and accurate production processes and inventory management.
- Adhered to all company policies and procedures, including safety guidelines, production quotas, and quality standards.

Apparel Sewer II

- Operated sewing machines and other equipment to sew and assemble various apparel products according to specifications and quality standards.
- Performed quality checks and ensured that products meet customer requirements.
- Followed production schedules and communicated with team members to meet production goals.
- Maintained a clean and safe work environment, and adhered to company policies and procedures.
- Assisted in training new employees and performing other duties as assigned.
- Consistently met daily and weekly production targets while maintaining high standards of quality.

Apparel Sewer I

McDonald's

- Provide excellent customer service by taking orders and answering questions about menu items
- Prepare and cook food items according to McDonald's standards
- Maintain a clean and organized work area, including equipment and supplies
- Follow food safety and sanitation procedures to ensure the safety of customers and fellow employees
- Collaborate with team members to meet goals and maintain a positive work environment
- Operate and maintain equipment, including cash registers, grills, fryers, and other kitchen equipment
- Upsell products and promote specials to customers
- Follow company policies and procedures, including those related to attendance, appearance, and punctuality
- Attend training sessions and meetings to stay up-to-date on new products and procedures
- Complete other tasks as assigned by management.

Crew Member

With over six years of work experience in the IT and customer service fields, I am a customer care specialist who is passionate about providing high-quality technical support and troubleshooting for Sorenson's products and services. I have a certification of complete in A+ Essentials from Austin Community College, and a bachelor's degree in multi-/interdisciplinary studies from Siena Heights University. I am also fluent in American Sign Language and English, which enables me to communicate effectively with diverse customers and colleagues. I am motivated by Sorenson's mission to empower deaf and hard-of-hearing people to communicate with anyone, anywhere, anytime, and I am eager to contribute to the enhancement of their products and services.

As a customer care tier II representative at Sorenson since August 2023, I serve as an escalation point for tier I representatives, addressing complex customer inquiries professionally. I provide advanced technical support and troubleshooting for Sorenson's products and services, including Lumina and videophone/conferencing. I communicate with customers via phone, email, and chat, demonstrating empathy and patience while guiding them through resolution processes. I collaborate with internal teams, including engineering and product development, to relay customer feedback, identify trends, and contribute to the improvement of products and services. I maintain accurate and detailed records of customer interactions, inquiries, and solutions within the CRM system. Prior to this role, I was a field trainer at Sorenson for six months, delivering remote and on-site VRS training to customers, performing service calls, and installing equipment. I also have experience as a back of house staff at Pinthouse, where I prepared and cooked food items to order with attention to quality, taste, and presentation.

Taplio

Theodore Owens's Linkedin Analytics

Theodore Owens

Want to drive more opportunities from LinkedIn?

Taplio

.css-1jgreyo{background-image:linear-gradient(284deg, rgba(39,43,72,1) 0%, rgba(33,47,183,1) 100%);color:transparent;-webkit-background-clip:text;background-clip:text;}Theodore Owens's Linkedin Analytics

Theodore Owens

Want to drive more opportunities from LinkedIn?

Theodore Owens's Linkedin Analytics