Cheri S.

Cheri Shallenberger e: Greentown, Indiana USA Professional Experience [login to view URL] / [login to view URL] - Remote : Los Angeles, CA (HQ) Customer Support, Manager (March 2009 – November 2011) Managed a 24/7 remote team of 11 Customer Support agents that handled all general and technical escalations for start-up mobile app [login to view URL] / [login to view URL] free and paid members. Hired, trained staff, built from scratch and managed all CS systems and processes. Crafted / maintained / QA all support documents for staff, on all new and existing products, features and content. Web-based CRM and issue ticketing software management expertise. Helped build (from scratch) an internal Customer Service (E-mail response) team with agents from the US And UK. Personally handled all unresolved issues that were escalated from my team. Managed internal and external FAQ’s and Knowledge base. Helped to define, implement and manage Cerberus ticketing system for all support inquiries from free and paid members. Trained assistant manager to help resolve all escalated customer issues and push KB updates as well as identify product / QA issues. Worked with Jira ticketing system / Confluence for effective communication between developers, agents, members. Created and maintained agent schedules / attendance through Google docs and Shiftplanning programs. Scheduled and monitored customer / agent interactions on company social pages (Facebook, YouTube, Twitter). Worked closely with executive team (CEO, VP of Finance & Operations, Sr. CS Manager) and all other team leads including Development, Marketing, Press, Legal. UGC Moderation, Manager Created and managed a 24/7 internationally remote UGC moderation team consisting of 26 internal agents and an outside moderation company of 42 agents. Hired, trained staff, managed all moderation systems and processes. While working with developers, built from scratch and managed UGC moderation system for mobile dating apps. Created and updated agent training documents, public profile guidelines, etc. Worked closely with agents, users and developers to find, report, troubleshoot and QA bugs / fixes. Experience with GAE , API, Google Analytics, etc. functions / tools. Managed internal agent work schedules and work diaries through oDesk site, including tracking payments, giving raises, bonuses, hiring, firing. Created reports for daily / weekly meetings with CS staff, program managers and executive staff. Independent Contractor – Remote (January 2003 - March 2009) Performed various short term projects for several companies / individuals, working remotely online. Tasks included, but not limited to: administrative work, customer support, legal research. All work was on a 1099 basis and a payment combination of both hourly and per project. AT&T (Later Verizon) – In House Call Center: Noblesville (Indianapolis), Indiana Customer Support, CSR (February 2002 – September 2002) Worked as a CSR in billing / collections process center. Answered incoming customer calls pertaining to the disconnection of their telephone service. Assisted customers with the payment of their bill and the process of reconnection of their service. Escalated higher tier support issues to team managers. Education Indiana University – Kokomo, Indiana : 63 course credits in business management / accounting. References and salary history upon request