Joleen Steveson
Northglenn
Summary
Knowledgeable and dedicated customer experience agent with extensive experience in the pay TV industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships and cultivating partnerships.
Overview
27
27
years of professional experience
Work History
Customer Experience Lead II
Frndly TV
06.2021 - Current
- Manage and update metadata errors that are reported by the specialists.
- Delivered prompt responses to prioritize customer and specialists needs.
- Communicated professionally with colleagues, and customers.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Online chat and email platforms to deliver outstanding customer service.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Collaborated with other teams to ensure a positive customer experience.
- Assisted with training new specialists on processes an procedures.
- Submit and respond to incident tickets to improve the customer experience within the app.
Quality Assurance/Business Intelligence Analyst
Dish Network
05.1998 - 04.2020
- Monitored calls from a variety of different departments to insure that agents are following company procedures.
- Worked with different department heads and project managers to determine, setup and implement different projects.
- Analyze data from individual projects and report to project manager/department head on what was found in order to determine if changes/training needed to be done.
Education
High School Diploma -
Adams City High School
Commerce City, CO05.1996
Skills
- Adept at Performing Analysis
- Quality Management
- Discretion
- Data interpretation
- Organization and efficiency
- Multitasking ability
- PC proficient
- Data entry
- Proficient in Microsoft office and Google G Suite
- Proficient use of Fresh Desk and Fresh Chat
- Proficient with CMS and updating metadata
- Attention to detail
- Calm under pressure
- Problem-solving
Timeline
Customer Experience Lead II
Frndly TV
06.2021 - Current
Quality Assurance/Business Intelligence Analyst
Dish Network
05.1998 - 04.2020
High School Diploma -
Adams City High School
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