David Lanier: in Ramona, CA

• Assisted any and all customers who needed products exchanged or returned for various reason. Informing them of any out of stock issues that may have arisen due to needing to exchange popular items. • Started with the JINX crew in the warehouse by picking, packing and shipping orders for customers. Also provided wholesale support when needed to assist the department with order fulfillment for business customers. • Provided weekly reports on various metrics regarding all of the exchanges and returns for all of the customers that week. Presented findings via MS Excel separated by month. • Used HTML to produce community content on the site, including a weekly “Pic of the Week” blog that showcased a customer photo which focused on customers wearing Jinx products in creative, nerdy, and often photoshopped, ways. • Was part of the team responsible for the upkeep of the www.minecraftopia.com website which included information regarding all aspects of the video game Minecraft.

• Helped maintain client quality standards of 85% monthly with remote and side by side monitoring of sales agents, coaching them using PACE coaching techniques to help improve any problems they would have after monitoring. • Prepared reports using MS Excel and NICE for the DIRECTV client showing quality breakdowns by team and agent weekly, monthly, and yearly. Worked with Team managers to implement improvement plans for team members. • Preformed audits of other DIRECTV sales sites when needed by the client. Reported findings via email and conference call to assist those sites in correcting any issues found per client request. • Created quality “tips” to address negative trends that were heard the week prior, and distributed them out to the sales floor to notify agents what we were hearing and how to best improve any issues.