helen breder-greve

* Perform in a metrics driven contact center environment while adhering to Service Level Agreements (SLA) * Utilize Customer Relationship Management (CRM) software for recording and tracking tickets. * Resolve a wide variety of multifaceted stakeholder issues by providing direction, locating resources or creating tickets for further review. * Train new CSR’s on procedures and policies and instruct on the methods to promote quality assurance adherence. * Document user and customer issues, research and troubleshoot reports and solutions.

* Manage and handle all incoming queries from both retailers and retail customers. * Introduce potential retailers to the brand by providing guidance on product lines and reviewing company capabilities. * Analyze processes across business and proactively address upcoming/potential challenges and issues with Haute Papier Presidents. * Ensure all processes and products are aligned with company standards. * Resolve all post production issues involving design, deadlines, accounting, shipping, * damages, and general product print quality. * Process and manage all communication between the accounting department and vendors; including reviewing QuickBook entries, creating entries and collecting payment on outstanding invoices. * Coordinate with the production team on expedited and time sensitive projects and the corrective actions needed to resolve issues. * Brainstorm with Haute Papier Presidents on product design, marketing strategies, and research supply chains and costs for prospective projects.

* Analyze evidence of change requests and process client record management tickets and applications accordingly while adhering to the Service Level Agreements (SLAs). * Research tickets and correction requests through submission requests for information from users. Examples of documents to be reviewed include USCIS documents, CBP records, Visas, foreign passports, SEVIS records, school transcripts, and letter of support from users. * Learn and remain up to date with SEVP policy and new directives to verify against correction and ticket requests. * Log each interaction with users in ticketing systems as well as document the decision and course of action for multidepartment use. * Responsible for completing record actions in SEVIS to approve or deny changes to visitor’s records.

* Trained and coached fellow team members on process efficiency to ensure deadlines were successfully met. * Tracked expenses and submitted invoice billing to prime contractor for support services. * Performed invoice accounting which included data entry and report finalization. * Collaborated with various departments to identify / log errors when implementing changes to the SAWIN database and its overall effect on action completion. * Provided upper management with status and progress reports. * Performed organizational administrative duties that ensured file organization and information distribution.

* Promoted to Product Manager for exemplary work in previous position * Promote customer retention by resolving complaints and addressing customer concerns. * Maintain customer accounts; resolves customer questions and concerns and perform quality assurance. * Ensure contract compliance through research of maintenance milestones and schedule customer home visits to satisfy outstanding contract requirements. * Stimulate sales growth; inform potential customers of products and services and establish new contracts * Direct field support through instruction to onsite personnel for the purpose of resolving customers’ issues and needs. * Process payments and prepare invoice. * Provide follow-on support to verify completion of appointments and contracted services. * Track bonus reports based on weekly and monthly sales.