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Dawn Scroggins
IT Project Manager Dawn Scroggins, Websites, IT & Software
• IT Project Manager, CJIS (Criminal Justice Information System) 20th Judicial Circuit • June 2015-present • Coordinate with our Stakeholders to discuss and implement technology to continually enhance their ability to become more efficient and innovative. Our development zone includes: 5 local Clerk of Courts Offices, approximately 150 Judges, the Public Defender’s Office, the State Attorney’s Office, Administrative Office of the Courts, Vendors, and over 45 Law Enforcement Offices. • Primary responsibilities include IT Project Management, creating documentation and training manuals for end users, Interface with vendors, and Coordinate the creation and programming of electronic feeds and interfaces with outside agencies. • Gather and document current business processes and communicate areas for process improvements and innovative enhancements. • Draft Statements of Work, Goals, Objectives, Deliverables, and Training Materials, and translate them into semi-technical terms and concepts for the programmers and the end user. • Assist in new and current design application concepts, test developers’ output prior to the stakeholder testing, and assist in training on the new application to the stakeholders. • Manage multiple projects and priorities for at least 3 of the stakeholders simultaneously and with timelines of new case management enhancements every 6-8 weeks from Beta to Production. • Proficient in Microsoft Office Suite, Easy Projects (Project Management Software), County Clerk Websites, and Law Enforcement Software. Website testing for our agencies site • A few of the bigger projects that have made tremendous change in how the circuit does business: Electronic Search Warrants, Document Exchange Portal with Private Attorneys and Law Enforcement Agencies, Case Disposition Website, and the Electronic Subpoena Module.
Websites, IT & Software
Agile Project Management
Google Docs
Abhinash Pradhan
India, Bengaluru
Sr Customer Support Representative Abhinash Pradhan, Websites, IT & Software
Company: Perk.com Software Private Limited Designation: Senior Customer Support Representatives Role: Email Support, Basic QA, assist TL and training new hire Period: 19 April 2016 to 31 December 2019 Project: Perk, Viggle and WatchBack Customers via email. Perk is a Reward Engagement Platform that brings together the interests of advertisers and consumers to deliver profound insights and actionable results. Just like getting rewards for using your credit card, Perk rewards you for what you are already doing while on the Internet like shopping and searching. Perk Points are earned by shopping at our partners stores and through web searches using Perk Search. You are then able to trade those points for things you love: Cash, Gift Cards, Airline Miles, Electronics, or make a Donation. Shop, Earn, Perk! Perk Apps: Perk app, Perk.tv, Perk TV, viggle.tv, Viggle, Scratch and Win, Perk Pop Quiz, Perk Unlock & Win, Perk Screen, Perk Search, AppTrailers and Watchback. Job Roles and responsibilities: • Acknowledging and resolving customer complaints by daily checking the tickets which require an immediate solution. • Knowing our products inside and out, if I have any doubt, I check with the Developers regularly. • Check all new as well as unresolved tickets or emails. • Check with appropriate developers if technical help required. • Any tickets which need technical help, we have an excel sheet where I update there and create Daily task at the end of the day. • Create a Jira task if there are any outages or same issues reported by multiple users or customers. • Keep a track on Jira task and daily tickets worked. • If I notice anything which needs to be added or removed from our app, I update the same to my Manager, create a Jira and same will be updated in the app. Like, there was no State name 'Puerto Rico' in redemption page so I requested the same and the State name were added and many more. • I create Daily Tasks and Daily Bonus so that users can use on a daily basis. • I verify all the accounts daily around 1500 accounts. To check if users are doing any frauds, using any unauthorized app to earn points or using VPN, etc. • Help new hire with training if authorized by TL. • Communicate and coordinate with colleagues. • If any update required, then I check with the US team or developer or QA and share with the team in a team hurdle or Slack. • I check our apps daily to see if any glitch found, if yes, I check with the developer or post them through Slack. • We are available 24/7 and make sure to be available if an agent is on leave. • Managing team. • Create Macros on request issue. • Provide information to users/customers about our apps if users are unaware of some Perk apps. • Team supervision, providing guidance and development through coaching. • Resolved customer complaints and concerns through active email communication and a blend of empathy and professionalism. As Senior Customer Support Executive • Proven Customer Service skills, proficiency with Internet based application and mobile apps. • Resolved queries from clients (Email Support). • Working on Customer Queries using Zendesk Tool. • Trouble-shoot and provided assistance with website login and Mobile apps with first level technical issues. • Monitoring Rewards Program and Processing rewards to the customer to promote understating and engagement. • Proven leadership qualities. • Reporting any kind of bugs related to the Apps on Jira for better understanding and easy process with the technical and development team. • Training new team mates on Apps and other required tools. • Engaging with other team managers for better understanding of bug fix. • Handling Rewards platform with Giftxoxo, Tangocards, Amazon, Incomm, Alder, PayPal. • Manual fraud check on user profile. • Reward processing to users on regular basis. • Verifying user Government Identification and Tax forms. Company: Mphasis Designation: Senior Transaction Processing Officer Role: Responding to customer queries through emails Project: Capital One UK (Credit Card Company) Period: From 03 June 2014 till 2 January 2016 Daily activities: • Assist Complain of customer. • Provide knowledge to customer regarding Applying another Credit Card with different interest rates. • Refund process etc. • Transactions incorrectly added. • Payment made but not showing in account. • Account Closure. • Credit Limit increase. • Dispute regarding transaction where customer informs that they have not made transaction but was charged. • Assist customer in doing CPA – Continuous Payment Authorization
Websites, IT & Software
Google Chrome
Google Docs
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