Brooklyn Vowell Email & Phone Number

- Oversee daily operations for both Call Center and Conversation team associates, monitor and track keyperformance indicators (KPIs) and quality metrics, coordinated scheduling, and collaborated with upper management to define service standards.-Manage team of 15 full-time employees, provide a minimum of two coaching sessions per month resulting in a more collaborative work culture-Provide training on policy/procedures, customer service expectations, and de-escalation techniques-Spearheaded the creation of the Banno Conversations team and the Little Rock Call Center-Helped build original Conversations Quality Assurance matrix,Quality Assurance Evalutation form, and Banno Conversations manual-Implemented standardized training for Banno Conversations associates resulting in an elimination of inconsistencies in training content-Executed the implementation of the New Hire Onboarding roadmap resulting in increased awareness of new hire expectations and decreased usage of tenured agents, allowing them to focus on providing an exceptional customer experience- Review and monitor Medallia Closed Loop Feedback alerts and surveys-Review calls and messages for additional quality assurance and coaching opportunities

Hickman, Kentucky, United States

- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures- Strategically plated hot meals and salads in aesthetically pleasing arrangements- Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads- Used downtime to prepare ingredients and restock supplies for expecting busy periods- Cooked large batches of food according to standard recipes- Promoted new and high-value food items by creating attractive displays in cases and other customer-facing areas

- Oversaw 128 inmates in correctional residential facility setting- Verified facility security by inspecting plumbing, outside areas, locks, and cells for potential hazards- Searched building and grounds, living quarters and work area for contraband- Made rounds at specified intervals and conducted head counts and roll calls- Established positive working relationships and maintained boundaries with resident offenders.- Tracked inmate through head counts, visitor logs, and scheduled activities- Escorted inmates to and from cells, court, hospitals, and medical appointments