Ciara Sullivan Email & Phone Number

Grand Junction, Co, Us

- Led the creation and launch of 6 successful QA Rubric processes custom designed for varying departments and contact types in less than a year. - Supported new hire and ongoing training initiatives related to compliance and quality, as well as training five additional Quality Specialists, three of which had no prior QA experience, to a certified average of 90% accuracy or higher in as little as 3 weeks. - Facilitated calibration meetings with Team Lead reviewers and implemented a "coach the coach" process in conjunction to provide an average 97% review accuracy and 1 point variance in less than two months. - Collaborated with multiple high-level stakeholders throughout the company and BPO partner to align on new policies, procedures, and initiatives affecting team performance.- Instituted a dispute process that encouraged engagement and better performance management of review content, while also providing a clear path to highlight any areas of misalignment or improvement to the initial review. -Led all efforts to manage and maintain our QA software and processes efficiently and effectively, ranging from admin tasks regarding user permissions to weekly assignment management for reviewers, as well as the creation and maintenance of all scorecards and dashboards. This also included testing and promoting new feature options such as AI-related functions, and the creation of personalized integrations using API/webhook functionality to more efficiently achieve needs not met by the software. - Authored recurring team updates, analytics, retrospectives, processes, guidelines, and reporting on a weekly, monthly, quarterly, half, and full-year cycle.-Assisted the leadership team in the vetting, implementation, and rollout of new technology solutions.-Conducted weekly routine Quality Reviews with agents, team leads, and other Quality Specialists providing constructive actionable feedback.

Beaverton, Or

Assisting clients in managing or overcoming a wide range of challenges via Hypnosis or NLP.Creating, implementing, and following up on all marketing efforts to assure a steady stream of clientele.Building and maintaining long-term client relationships to encourage return business, referrals, and positive reviews.Maintaining all business-related documentation, record keeping, tax information, and licenses in accordance with state law and regulation.

Colorado, United States

Designing, establishing, and maintaining QA best practices, including tools, technologies, processes, procedure, metrics, dispute sessions and scoring methodology/measures in partnership with the respective campaigns, leadership, and client teams. Facilitating calibration meetings with the client, operations leadership, and the quality assurance teams.Ensuring customer data is safe, secure, and not compromised by ensuring adherence to company privacy and information security guidelines.Compiling and analyzing reporting to support daily, weekly, monthly, and quarterly quality assurance and/or performance management functional areas, including from disparate systems, for both internal and external audiences.Partnering with the Manager of Talent Acquisition & Development to establish standards and best practices to streamline the coaching and development process for agent and Operations leadership team members within the contact center.Assisting the leadership team in the vetting, implementation, and rollout of new technology solutions.Creating and maintaining presentations, dashboards, reports, etc. to display findings and results utilizing various tools (performance management systems, operational platforms, Excel, PowerPoint, GSuite, Virtual Observer, Verint, etc.)Acting as a liaison for the Quality Assurance and Business Insights teams in collaborative projects with Training and Employee Development to support the Operations team and performance management initiatives.Partnering with the Training department to review and recommend updates for training policies and procedures to support continuous improvement and ensure relevant changes are incorporated.Working with management to leverage adult learning theories and accelerated learning principles relevant to the agent training and coaching programs.

Pueblo, Colorado Area

Conduct the delivery of virtual and on-site training content for contact center staff and ensure expectations are being met; in addition to delivering training of new hires on organizational policy, procedures, proper call handling techniques, and order-management systems. Record and audit learner performance using Adobe Connect and keep accurate training records for reporting purposes.Responsible for maintaining Daily Training Reports (DTRs) for submission and review by leadership.Utilize training surveys to evaluate and analyze trainee feedback and make recommendations.Maintain Subject-Matter-Expertise (SME) with government-level policies, procedures, knowledge base, and SOPs. Maintained, modeled, and trained the importance of the secure workplace environment maintaining Title 13 and Title 26 compliance.Supporting other departments with short-term projects, cross-training, development of training materials, and other interdepartmental goals.

Pueblo, Colorado Area

Conduct the delivery of virtual and on-site training content for contact center staff and ensure expectations are being met; in addition to delivering training of new hires on organizational policy, procedures, proper call handling techniques, and order-management systems. Record learner performance using LMS (learning management system) and keep accurate training records for reporting purposes.Responsible for learner performance during/after training to measure the effectiveness of curricula while in the role. Utilize training surveys to evaluate and analyze trainee feedback and make recommendations.Maintain Subject-Matter-Expertise (SME) with Vertical/Client policy, procedure, knowledge base, and order-management systems. Personal performance when assisting with phone, email, and chat support: Consistently exceeding department goals for QA scores, attendance, sales, and other vital metrics.Support other agents and departments with short-term projects, cross-training, and other departmental goals.

*Remote*

Online (Based Out Of Littleton, Co)

Denver Tech Center

Denver, Co

Golden, Co

Golden, Co

Clinical Hypnotherapy And Nlp

Applied Psychology, Psychology

Activities and Societies: Received the Phi Theta Kappa Transfer Scholarship.

Working On Transfer Credits Towards Bachelors/Masters/Doctorate, Applied Psychology, 4.0

Activities and Societies: President of the Psychology club, President of the Equality Club, Member of Phi Theta Kappa, very active.