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Yssa Hill

Yssa Hill has over 15 years of experience in operations, technical support, data analysis, and content roles. Their experience includes directly managing a call center team as an Operations Supervisor at Xerox, providing tier 2 technical support, and identifying agents with leadership potential. Prior experience also includes roles as a Tech Support Subject Matter Expert at Xerox, providing technical support and solutions via phone, email, and social media. Yssa Hill has a diverse background analyzing, organizing, and structuring data as an Independent Contractor, Electronic Data Processing Technician, and Data Quality Analyst.

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Seth Yssa Hill
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94 views

Yssa Hill

Yssa Hill has over 15 years of experience in operations, technical support, data analysis, and content roles. Their experience includes directly managing a call center team as an Operations Supervisor at Xerox, providing tier 2 technical support, and identifying agents with leadership potential. Prior experience also includes roles as a Tech Support Subject Matter Expert at Xerox, providing technical support and solutions via phone, email, and social media. Yssa Hill has a diverse background analyzing, organizing, and structuring data as an Independent Contractor, Electronic Data Processing Technician, and Data Quality Analyst.

Uploaded by

Seth Yssa Hill
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as ODT, PDF, TXT or read online on Scribd
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Yssa Hill

[email protected]
www.linkedin.com/in/yssahill/
206-427-9886
Operations Supervisor
Xerox
August 2014 January 2015
Directly managing a team of call center agents. Overseeing day-to-day operations and answering technical
questions via live support on the production floor, instant messaging, and email. Facilitating team meetings
to address new developments and keep agents informed of how these developments affect us as both a
team and a call center. Meeting individually with each agent every week to provide one-on-one support,
and implementing any updates. Providing tier 2 technical support for all verticals.
Taking escalated calls and emails to provide a higher tier of support for customers with challenging issues,
and demonstrating to tier 1 agents how to de-escalate and research these issues. Coming up with technical
solutions and workarounds for emerging issues.
Monitoring the inbound call queue and communicating business needs and service level requirements to
agents. Collaborating with the Workforce Management team to adjust agent schedules based on call
volume forecasting and live data.
Developing and implementing coaching plans for agents based on individual strengths, and feedback from
peers and customers. Motivating agents and keeping attitudes positive and productive. Identifying and
developing agents with leadership potential, appointing and mentoring team leads.
Tech Support/Subject Matter Expert
Xerox
November 2013 - August 2014
Providing technical support and solving customer problems via call and email. Determining how to improve
support for future customers with similar issues.
Utilizing analytical skills to develop technical solutions for wireless devices. Ensuring that the client's
products are presented perfectly. Researching solutions on
social media and knowledge bases. Educating customers on how to get the most out of the client's
technology. Resolving escalated issues.
Providing and improving internal support. Training, coaching and mentoring new team members to prepare
them for the production environment.
Data Specialist
Independent Contractor
June 2011 November 2013
Data services and analysis, image and content moderation, editorial work, proofreading, internet research,
network setup, data entry, data organization and
structuring, editing and transcription, database maintenance, technical support.
Electronic Data Processing Technician
Lighthouse Document Technologies
February 2011 May 2011
Analyzing, processing and producing electronic documents and images in accordance with production work
order specifications. Working in a team environment alongside
other employees to ensure that the main goal of servicing clients was met. Using document imaging
applications and processes.
Using Microsoft Access, SQL and other database tools to manipulate and organize data.
Quality assurance checks of production output. Performing final quality control procedures using review
databases such as Concordance and Summation. Administrative duties relevant to project maintenance.

Content Operations & Technology Specialist


Onvia
October 2006 December 2008
Application troubleshooting, debugging, software development (WebQL, PCRE), systems operations, data
mining process improvement/automation, error resolution, process
monitoring, improving system functionality and efficiency, editing, documentation, navigational
troubleshooting, problem-solving, data analysis, training new team
members, record keeping, application usability testing, providing internal support for members of the
content team.
Content Researcher
Onvia
October 2005 October 2006
Data mining, internet research, application usability testing, data categorization, training new team
members, record keeping, reporting, editing, proofreading,
process improvement, extensive communication with team members and management, locating new
content sources, navigational troubleshooting.
Data Quality Analyst
Analysts International
May 2005 October 2005
Linking duplicate information, internet research, problem-solving, abbreviating and standardizing data,
locating missing information, editing, proofreading, ensuring
that all data meets the company's standards.
Software Localization Specialist
Emerson Kennedy
August 1999 June 2004
Analyzing digital handwriting data to train text recognition engines.
Participating in the production of linguistic, cultural and technical adaptations required to tailor the client's
product to a particular target locale. Spreadsheets,
reporting, editing, proofreading, training new team members, data categorization, application testing,
record keeping, documentation.
Volunteer
Wilderness Awareness School
August 1997 August 1999
Assisting staff in teaching environmental awareness, ecology and animal science to children and youth.

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