profile

Lynette Robinson

Skills

Innovation

Troubleshooting

Communication

Being funny

Experience

Community Host / Social Media Specialist

Intuit

March 2011 - November 2011

• Provide support in Intuit Websites Community as well as post proactively for user education • Engage fans & encourage conversation on Facebook and Twitter • Schedule and post tweets to provoke exchange of thoughts & ideas, as well as support customers • Strategize with other business units to capture further engagement • Mentor newer members of the team • Research more best practices and create projects to award key contributors in Community forum • Work on Total Rewards Council to ensure employees are aware of all perks and benefits

Internet Product & Support Specialist

Homestead Technologies

July 2007 - October 2009

Tier 2, Online Support Division Assist customers with billing, technical and sales questions Educate customers whenever possible about proper software usage & technical information Assist fellow team members with their questions and support needs Upsell customers to enhance their accounts whenever appropriate Work on 4 different escalation teams to provide quick resolution of issues Daily interaction with DNS management, troubleshooting e-commerce storefront issues, provide internal and external customer service Provided training to satellite office in Denver

Design & SEO Project Coordinator

Intuit

July 2007 - April 2011

• Function as Project Coordinator between customers and technical staff • Perform orientation call with customer to obtain website preferences and to set appropriate expectations • Communicate customer needs and requirements to white-labeled build-out vendor • Provided one on one peer training when requested for inbound/outreach representatives • Increased project completions from 10 per month to 20 within a 6 month period • Offered myself as a resource to colleagues for ride-alongs and trainings on Full Service • Partnered with colleague to work on redesign of pages for internal customers • Gathered and organized data for restructuring of Design Services team

IPSS, Online Team

Homestead Technologies, an Intuit company

July 2007 - October 2009

• Assist customers with billing, technical and sales questions • Achieved highest level of online support tickets done in one day (250) • Reduced response time from over 24 hours to below 9 hours • Educate customers whenever possible about proper software usage & technical information • Assist fellow team members with their questions and support needs • Up-sell customers to enhance their accounts whenever appropriate • Work on 4 different escalation teams to provide quick resolution of issues • Daily interaction with DNS management, troubleshooting e-commerce storefront issues, provide internal and external customer service • Provided training to satellite office in Denver

Account Executive

Alliance Bancorp

July 2006 - July 2007

• Client base doubled in first five months • Launched new products into the marketplace • Met with brokers and loan officers to review new loan submissions • Managed key accounts by providing marketing, education, and training • Territory area covered area codes 209, 408, 510, 650, 831, 925, 559 and 702

Account Executive

First Horizon

January 2006 - July 2006

• Given additional product line after only 4 months • Worked directly with top brokers and loan officers in high producing offices • Educated brokers and loan officers on new product lines • Tracked competitor products and rates to maintain market viability • Partnered with clients to maximize their business potential and exposure in the marketplace

Senior Account Manager

Option One Mortgage

March 2004 - January 2006

• Maintain nearly constant communication with brokers and loan officers • Pushed loan files from setup through funding to maintain file flow • Assisted in training of newer account managers and other personnel • Cross-trained to maintain flexibility and fill any role as needed • Provided superior customer service to external and internal customers

Senior Coordinator/Jr. Validator

Washginton Mutual

January 2003 - March 2004

• Mentored new employees and new hires • Provided support to external account executives • Signed off on conditions and ordered internal reviews as needed • Manually underwrote auto-approved loan files • Verified incoming online file submissions for accuracy

Senior Loan Processor

Mortgage Assistance Lending

February 2001 - January 2003

• Processed and funded all loans originated in office • Coordinated communications to all branch managers, loan officers, appraisers and telemarketers • Occasionally functioned in an accounts payable role when necessary • Maintained all marketing and office supplies

Homepage Producer

Walt Disney Internet Group / Go.com

August 2000 - January 2001

• Created, maintained and improved Go.com's Shopping Home page • Planned and implemented produced aspects of special promotions and events • Managed daily updates of entire home page and other produced areas • Worked with promotions manager to conceive and actualize monthly promotions • Collaborated with promotions, merchant svcs. management and Strategic Partner Management to optimize clients' products

Merchant Services Manager

Walt Disney Internet Group / Go.com

December 1999 - August 2000

• Main point of contact for 10 or more major clients for Shopping Dept. • Partnered with Strategic Partner Management to optimize clients' exposure throughout GO.com • Advised and educated merchants on most desirable types of products to advertise • Worked with Inktomi to promptly integrate merchants' datafeed files into database

Project Coordinator

Contour Software

April 1999 - December 1999

• Provided superior customer service to over 400 clients • Guided less knowledgeable clients towards suitable products and services • Upsold web pages and back end services, as needed and desired • Provided light tech support and instruction to clients • Assisted webmaster, web designers and engineers as needed

Western Regional Processing Manager

First Alliance Mortgage

October 1989 - November 1998

• Responsible for hiring and training processors in 13 states • Organized and held motivational and training meetings for entire region • Assisted branch managers and processors in defining and enacting daily responsibilities • Provided resources for regional personnel to ensure meeting funding goals • Frequent travel throughout the Western US to train and implement processes, as needed

Workplace personality

100+

Company Size

12

Day Length

25+

Team Size

Loud

Noise Level

Formal

Dress Code

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