Julia Blake Rivers

Background

About Julia Blake Rivers

I graduated from Columbus State University in 2012 with a Bachelors in Health Sciences. While I was in college, I participated in an internship with the American Red Cross. I never realized that it would have such an impact on me but emotionally it did. During my time with the American Red Cross, I worked with Emergency Communications. The Red Cross role was to independently verify the emergency, enabling the service member’s commander to make an educated decision regarding emergency leave and then to provide transportation assistance and/or financial assistance if needed. This internship helped me connect with individuals who were experiencing a hardship and placing myself in there situation. Little did I know at the time, it created my interest in customer contact centers. After I graduated, I worked as a customer service supervisor with Road America Motor Club (Mapfre). I managed a team of 15-20 customer service associates. I coached team members and trained to help ensure excellent customer service. I assisted our internal quality assurance team and helped developed associates. I was responsible for measuring teams metrics including quality assurance and scheduled adherence. I loved the call center environment.