Shae Orman
Cameron
Summary
Call center leader with 11 years of expertise providing support, conducting quality assurance on analyst communications, and leading teams to success. Exceptional computer aptitude and telephone etiquette. Consistently meets and exceeds metrics and KPIs. Always working on professional development via LinkedIn Learning. Highly proficient in Microsoft Office products, Google Suite (Sheets, Slides, etc.) and Salesforce. Proficient with SQL, API, Bullhorn ATS, BTE, BBO, BH1, and BH4Force.
Overview
10
10
years of professional experience
Work History
CSA II
Daxko
05.2024 - Current
- Create, build, and maintain relationships and rapport with clients – Answering product questions and explaining technical concepts to a non-technical audience via email, phone, and live chat
- Currently the sole POC for the largest client on supported product
- Investigate and diagnose system issues via research and testing; identify complex problems and information to develop and evaluate options and implement solutions
Supervisor
American Specialty Health
10.2023 - 03.2024
- Manage a team of 20 analysts; supervise staff, daily operations, and monitor team performance
- Maintain scheduling, timecards, and reporting
- Conduct QA, provide coaching and evaluations, and conduct 1:1s and team meetings monthly
Supervisor
Bullhorn, Inc.
01.2022 - 07.2023
- Manage a team of 16 analysts over multiple products, schedule coordination, task delegation
- Conduct QA on analyst calls and tickets, conduct root cause analysis on negative client disputes
- Analyze support metrics and KPIs to identify opportunities for improvement
Teaching Assistant (Program Assistant)
U.S Army MWR
04.2018 - 09.2019
- Utilize customer support techniques to assist parents with inquiries regarding their child
- Utilizing Microsoft Office programs to create educational worksheets, documentation, etc
Help Desk Analyst
University of Maryland University College
04.2015 - 09.2016
- Assist students with accessing virtual environments and connecting to VPNs, guiding through command prompts
- Assisting students and faculty with issues within LEO, or account related technical difficulties; documenting cases within Salesforce
Education
Bachelor of Science - Data Analytics
University of Phoenix
10.2026
Skills
- Strong work ethic
- Customer service
- Critical thinking
- Active listening
Websites
Accomplishments
- 2016, UMUC, Strive for 95% Member for 95% or higher QA, Q1
- 2022, BTE, Q1 Bonus Qualified out of training, 100% attainment
- 2022, Qualified for all metric bonuses at Bullhorn. Promoted 3 times in 1 year.
- 2022, Bullhorn Ambassador Q2, Q3
- 2022, Bullhorn Salute Military ERG Chair Q4, Q1, Q2
Timeline
CSA II
Daxko
05.2024 - Current
Supervisor
American Specialty Health
10.2023 - 03.2024
Supervisor
Bullhorn, Inc.
01.2022 - 07.2023
Teaching Assistant (Program Assistant)
U.S Army MWR
04.2018 - 09.2019
Help Desk Analyst
University of Maryland University College
04.2015 - 09.2016
Bachelor of Science - Data Analytics
University of Phoenix
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