Managed and developed standard operating procedures and communication plans in partnership with stakeholders, training, legal, and engineering teamsDeveloped business procedures, specialist resources, and communications plans for products such as Apple Card, GM Card, and Marcus LendingPersonally managed and created all internal content for successful product launches such as Apple Card Family and GM Business Cards Specialized in directing communication plans for all process initiatives using knowledge-centered support modelsPartnered with delivery leaders to create individualized help tools and supplemental materials for improving team performance

Performed quality control and provided individualized coaching to departments and specialists across lines of businessFacilitated executive reviews with operations leadership to present analysis of trends, case studies, and solutions Developed and introduced the launch of an internal baseline to assess the quality of customer interactions

Supervised teams of customer service specialists and partnered with operations to meet and exceed service level standardsImproved site efficiency through moderating leadership meetings to identify pain points and develop strategies Achieved the lowest absenteeism rate in the site by fostering accountability and an energetic team environment

Taught and adapted curriculum to newly-hired customer service specialists in a classroom environmentBuilt curriculum guide adopted by other departments by targeting knowledge gaps in existing training methodsTrained specialists to exceed performance expectations as a result of comprehensive and innovative facilitation

(NETFLIXCS ACQUIRED BY 24-7 INTOUCH JANUARY 2019)Organized and facilitated learning activities for new hires and provided individual coaching to ensure successful onboardingSupported training facilitators by proactively learning curriculum and training modules to assist in classroom learning Known for ability to improve performance of agents at risk of termination through creative teaching and communication styles

Partnered with technical research and corporate product teams while managing calls escalated by customer service representativesResponsible for developing resource improvements for global network through partnerships with technical and product teamsResolved competitive volume of customer service escalations to ensure efficiency of site operations

Hired into entry-level position and advanced to higher roles as a result of dedication and profession masteryManaged customer service and technical troubleshooting inquiries Completed Centralized Support Shadowing program and began acting as a mentor to other customer service representativesMaintained competitive performance metrics

Moved to special projects department as a result of sales abilities and technical knowledgeResolved customer inquiries, placed equipment orders, provided technical troubleshooting, and maintained competitive salesAchieved highest HBO and Showtime sales within the DirecTV project for three consecutive monthsConsistently exceeded agent performance metrics and maintained consistency as a top performer