Aubrey Bell Email & Phone Number

Salt Lake City, UT, US

West Jordan, Utah, United States

Knoxville, Tennessee, United States

• Strategist on North America’s discovery+ Fan Relations team, for new brand/territory launches, including Magnolia Guest Services and the launch of discovery+ in Canada
• Built robust relationships and communication between internal and global business partners; Product, Marketing, Merchandizing, Legal, Copy, Linear, EMEA, IT, Social, etc.
• Facilitated all discovery+ North America rollouts with partners, such as, Dish, Sling, and Roku, while ensuring Operations was prepared to support… Show more
• Facilitated all discovery+ North America rollouts with partners, such as, Dish, Sling, and Roku, while ensuring Operations was prepared to support customers and this new user experience
• Utilized Jira for project managing and implementing product initiatives, marketing promotions, help center updates, and managing brand priorities with CX Operations - e.g., Black Friday Promotion, Shark Week, Military.
• Led employee engagement efforts to drive a “one team” culture: organized department town halls, creation of weekly newsletters, planning offsite meetings, events, and monthly contests

Greater Salt Lake City Area

• Managed implementation go-live of new call center (80 FTE) and remote agents
• Rolled out WFM, Phone System, Quality, Payroll, Training and Recognition
• Steered hiring and associate development, performance management
• Built relationships with corporate office, sales managers, decorators, installers
• Resolved customer escalations finding compromise and upholding contracts
• Responsible for center productivity; sales booked, adherence, ASA, AHT, ACW

Greater Salt Lake City Area

• Lead Workforce Management (WFM) functions; scheduling, forecasting, metrics
• Managed call quality efforts for coaching and agent development (50+ Associates)
• Developed recognition program, including peer to peer acknowledgement
• Launched work at home project model; later rolled out in 2019
• Process improvement projects – Lean Six Sigma Green Belt Certified

• Managed 20+ associates who support store procedures involving Cashman and Point of Sale
• Phone screen, interview and hire associates; attend job fairs and career events as needed
• Developed training plan for new hires to improve employee retention
• Chair of People and Community; plan and implement community service events with United Way

• Managed 20+ associates who support store procedures on Inventory, Gift Card and JCP.com
• Developed relationships with key partners within the Enterprise
• Held weekly team huddles and monthly one-on-one meetings with all employees
• Planned employee events/activities for department quarterly

Sandy, Utah

• Managed 35+ team members; training, coaching and tracking attendance
• Analyzed and calculated weekly metrics; learned WFM methodology
• Managed daily inbound customer contacts, emergencies and escalations
• Member of the Fun Squad which was focused on boosting company morale

Cottonwood Heights, Utah

• Promoted to Supervisor after 9 months of entry level position
• Balanced daily transactions, assuring compliance with AML regulations
• Responsible for completing, organizing and storing records of customer transactions for audits
• Reviewed customer interactions and all funding transactions (deposits/withdrawals) for quality