Amazon

Manages performance and behavior of 15-20 Account Health Support Specialists through 1:1 coaching’s, upskilling, in the game feedback & professional development. Reviews & analyzes performance & behaviors that impact the Seller experience. Partners with workforce, to execute daily staffing plans, identifies & report volume & capacity changes. Real time adjustments made to ensure staffing requirements are met to achieve service levels goals. Conducts audits, ensuring Amazon policy & procedures are being met. Quality Point Of Contact (POC) for the site, responsible for executive read outs in weekly business reviews. Manage payroll & schedule for specialists.

Ops Manager

Asurion

Manage all culture, recognition, and engagement initiatives for a team of 1.4K technical support experts. Develop compelling marketing materials and incentives for weekly, monthly, quarterly, and annual recognition. Consistently keep a pulse on the business, pulling/analyzing reporting to identify opportunities for improvement. Curate content from various sources to develop weekly huddle material that would assist supervisors to train/educate their teams. Build compelling monthly incentive strategies using data informed decisions to help drive performance in key areas. Work with trainers on developing follow-up training (for experts who were struggling in key areas), scheduling those trainings, and reviewing post-training performance to measure improvements.  Manage the team “Ace Point” reward & recognition budget and the allocation of those points.

People Service Coordinator | Employee Engagement Manager

Managed a team of 15-25 technical experts who were troubleshooting complex technology issues on behalf of AT&T and Verizon. Technical support ranged from whole home, computer, cell phone, peripherals, software, and helping the customer acclimate to complex technology solutions. Team leadership responsibilities included interviewing prospective experts, onboarding new team members, training/mentoring, conducting one on one coaching, role playing, preparing huddle materials, live observations, performance evaluations, and administering corrective action as needed. Responsible for managing and exceeding multiple key performance indicators such as efficiency, schedule adherence, first call resolution, upselling, Net Promoter Score, quality evaluations, and more. Maintained strict client policy and procedure compliance.

Supervisor

Took 25-35 inbound technical support calls on behalf of Verizon. Assisted customers with resolving complex technical issues. Relied upon to meet or exceed all call center metrics including schedule adherence, efficiency, productivity, first call resolution, Net Promoter Scores, and quality evaluations.

Verizon Technical Support Expert 

AT&T

Took 25-40 inbound technical support calls per day. Relied upon to meet or exceed all key performance indicators.

Customer Service Advocate

Employee Experience & Company Culture Program Manager | Operations Manager | Project Manager

Experienced leader in company culture and operations leading programs/teams to success through: program & project planning, creating timelines, analyzing data, providing feedback, performance/resource management, engaging stakeholders while meeting deadlines/expectations. 

Areas of expertise: Project Management I Reward & Recognition Programs I Call Center Management I Culture Programs I Solve Complex Technical Computer, Software, Cell Phone, Computer, & Peripheral issues I Execute Client Policy & Procedure Protocols I Motivating Others I Budget Management I Vendor Selection I T& E Expense Reports I Negotiating Pricing I Vendor Selection  
Technical Expertise: Power BI Reporting I Canva I Avaya I E-Talk I Asana I SharePoint I Workday I Kronos I Ace Recognition Platform I Concur I Vennage I Zoom I Teams I Microsoft Suite I Qfiniti

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