Alyssa Hedrick Email & Phone Number

Lompoc, Ca, Us

Lompoc, Ca, Us

Lompoc, California, United States

- Led and trained a team of agents, overseeing their development and execution of targeting and audience strategies for social media ad products. - Managed payroll, scheduling, and conducted performance reviews to ensure efficient operations. - Interviewed, trained and onboarded new hires.- Directed the migration of audiences to a proprietary ad server, ensuring seamless integration and high-quality delivery. - Monitored queues, ensuring fast response and short resolution times.- Fostered cross-functional collaboration and knowledge sharing within the team.

Remote

- Reviewed user-generated content on a social media platform to ensure compliance with community guidelines and maintained a safe online environment. - Stayed updated on client policies and collaborated with team members to address complex issues and adapt to trends.

Portland, Oregon, United States

- Led and coached teams of BPOs, enhancing efficiency and productivity.- Assisted in QA documentation, guidelines, and scoring guides for customer service sub-departments.- Conducted interviews and trained new hires.- Answered email support requests while serving as Lead contact for internal and outsource agents. - Created 100+ training guides and built internal knowledge base for Internal and Outsource teams.- Created Quality Assurance program, mentoring a team of agents that reviewed weekly customer interactions.- Transformed Customer Experience data into actionable insights, driving product enhancements that improved customer engagement and satisfaction.- Leveraged a range of SaaS tools to enhance customer support and ensuring exceptional service.- Facilitated internal communication, tracking progress, and promoting scalability and real-time collaboration.

Lompoc, California, United States

- Handled player inquiries and escalated issues, providing solutions and identifying trends to improve player experience.- Developed and revised support materials including Help Documentation and FAQs, while collecting and channeling feedback to product and development teams.- Contributed to product growth and player retention through strategic input and ad-hoc project support.- Utilized strong communication skills and an analytical mindset to diagnose, report, and resolve technical issues effectively.

Lompoc, California, United States

- Streamlined ticket resolution process, handling 120+ daily inquiries and consistently surpassing KPI targets, enhancing overall customer satisfaction.- Developed training documentation, boosting team knowledge and customer support efficiency.- Drove customer satisfaction improvements through efficient issue resolution, trend analysis, and implementation of quality assurance measures for email communications.- Fostered team excellence by creating new response macros, sharing best practices, and supporting colleagues in delivering exceptional customer service.- Utilized Jira for meticulous bug tracking, analysis, and reporting, contributing to enhanced product quality and user experience.

Santa Maria, California, United States

- Led QA for 40+ agents, boosting customer satisfaction by quickly resolving issues.- Monitored phone queues, ensuring fast response and short resolution times.- Conducted live call shadowing and audits, maintaining high-quality standards.- Trained new hires, supported trainers, and provided coverage when needed.- Managed QA program with on-site evaluations and internal audits, enhancing client support.

Santa Maria, California, United States

- Facilitated cross-functional collaboration, improving data sharing between client services and BPO teams.- Managed workforce scheduling and forecasting, optimizing team productivity.- Analyzed agent productivity data, identifying trends and resolving issues.- Supervised a team of 12+ agents, providing support and managing escalations.- Conducted quality assurance evaluations and delivered weekly training on new features.

Santa Maria, California, United States

- Resolved 200+ daily email tickets, ensuring high customer satisfaction and top quality assurance scores.- Monitored CRM trends and resolution volumes, identifying areas for process improvement.- Developed training materials and onboarded new agents, enhancing team efficiency.- Created internal documentation and macros to streamline processes, boosting productivity.

Lompoc, Ca

- Managed staff on shift, assisted with training and scheduling.- Nightly store closure procedures such as accounting and deposits. - Handled customer inquiries and resolved complaints to enhance customer satisfaction.- Helping customers find the latest movies, and ensuring they had a great experience.- Straightening rental movies and games, placing inventory back on shelves after processing.- Working the register.

Lompoc, Ca

- Provide help to customers with inquiries, layaway, returns, exchanges, and complaints.- Handle cash transactions, process payments, and manage refunds or exchanges.- Address and resolve customer issues efficiently, escalating complex problems as needed.- Offer information about products, store policies, and promotions to assist customers.- Help manage inventory at the service desk and layaway, including restocking supplies and maintaining organized areas.- Coordinate with other departments for services like layaway, special orders, and product availability.- Assist in training new employees on cashier, service desk procedures, and customer service practices.