Bailey M. Email & Phone Number

New Albany, Ohio, United States

Responsible for the management of a text analytics tool and the monitoring of customer care contacts across all brands, regions and channels. Provided regular updates and reporting on insights, trends & customer friction points. Collaborated and consulted with cross functional partners on customer facing initiatives & feature launches. Assisted with the building and maintaining of the customer care learning management system. Responsible for the management of all contact center users across ten systems. Maintained relationships with multiple vendors.

New Albany, Ohio, United States

Helped maintain and work to continuously improve the customer experience across all customer service supported channels, brands and regions. Managed a text analytics tool and customer contact data to monitor trends and identify opportunities. Assisted with creating and maintaining customer service training and communication documentation. Responsible for weekly performance reporting and the user management of users. Collaborated with cross functional partners on customer service related initiatives.

New Albany, Ohio, United States

Led an outbound call team of 15+ for a point-of-care RX & OTC marketing company. Key point of contact with stakeholders of HCP projects. Responsible for training new employees, daily assistance, and ensuring all projects are completed on time and according to company standards in collaboration with the operations, sales and production teams. Provided weekly project status reports and updates to relevant department heads and provided periodic reviews and coaching of call team members.

New Albany, Ohio, United States

New Albany, Ohio, United States

Easton Town Center

Lancaster, Ohio

Bachelor’S Degree, Organizational Communication, General

Activities and Societies: Student Professionals of Communication Studies, PRSSA Minors in History and Journalism

Education record

Activities and Societies: Student body vice President, secretary and treasurer. Member of student council, FFA State Degree recipient.