COVIDCheck Colorado
Customer Experience Training Content Coordinator
Training Content (Testing & Vaccine)
Created an onboarding and process document for both Vaccine and Testing side CSR Agents. An overview of how to's and important information to know and help each agent be successful. Each document includes visual directions as well as written to accommodate for different communication and learning styles.
Internal FAQ's & Process Updates
Created documents to help agents stay up to date and informed on process changes and information releases. Including Site Closures, High Risk Patients, Vaccine Lottery/Colorado Immunization Information System, Vaccine Adverse Reactions, Twilio Texting Capabilities in ZohoDesk, 2nd Dose Orphans- How to Work, Agent Requirements, Co-administration of Vaccines, and 12-15 Year Old's Pfizer Launch/Eligibility.
Site Maps (Testing & Vaccine)
The creation of Site Maps was essential for agents to be able to direct patients when they were not able to find sites on their own. In total I created 34 testing site maps and 7 vaccine site maps for agents to assist patients over the phone.
Email Templates (Testing & Vaccine)
Created essential email templates to streamline response processes for agents to use when responding to patients. Once proofed by the Communications Content Director, I uploaded each template into each department into ZohoDesk, a Customer Service Software.