Reviewed 50, or more, Associate interactions with Members for Quality Assurance weekly.Evaluated Negative Satisfaction reviews from Members to identify and categorize drivers for all Senior Specialists.Send coaching opportunities to respective leadership to action on their end for Satisfaction reviews from all Senior Specialists.Construct Reports on the categorization of drivers as well as trends or repeated patterns with specific leadership or associates.

Monitored Associate schedule adherence, managed schedules, and maintained expectations with between 12 and 20 associates on handling unexpected schedule changes on a daily basis.Partnered with workforce management on out of adherence associates and major schedule modifications.Managed between 10-15 escalations and complex issues daily directly with Members or via Associates.Collected and monitored data and introduced reports or dashboards for Associate statistics and identified areas of improvement increasing productivity by 20-30%.Coached associates in 1x1s settings to ensure teams have the support, tools, and skills needed and still meet KPIs.Weekly quality reviews of associate tickets and discussed wins and opportunities for improvement.Liaised with the Social Media Team and the Executive Escalations teams to improve member experience and provide luxury levels of support.Instituted spreadsheet based reporting of individual and team metrics, which improved metrics by 10% for associates and increased acceptance with accountability when not meeting goals due to clear visibility.Raised morale approximately 40% by gaining team metric visibility and team vs team metric view.Created and revamped macros to fall in-line with current Quality Assurance requirements, which increased Quality scores from 70 or below to 90 or higher.

• Read from scripts to promote uniformity and consistency in communications.• Referred unresolved customer grievances to designated departments for further investigation.• Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.Obtained and examined relevant information to assess validity of complaints and determine possible causes.• Made appropriate account corrections to resolve customer problems.• Contacted carrier representatives to make arrangements or issue instructions for shipping and delivery of materials.• Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions.• Navigated multiple computer systems and applications and utilized search tools to find information.• Responded quickly to meet customer needs and resolve problems.• Utilize the systems of ZenDesk and TalkDesk to communicate with customers via phone, chat, and email.• Troubleshooting software issues and diagnosing hardware issues• Placing repair orders and following up to completion to ensure complete resolution of the issue and Member concerns• Reporting major issues via Jira and updating known issues on Jira tickets.• Maintained records of daily data communication transactions, problems and remedial actions taken and installation activities.• Conferred with users, and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support.

Created and sent out 3-5 Invoices to residential and commercial clients daily.Data correction on all customer information minimizing redundant data by 60%.Scheduled and dispatched between 5-20 technicians daily and made sure the routes are optimal.Registered warranties on customer and client behalf to ensure any future repairs will be covered.File warranty claims when doing a repair so the company would receive financial compensation for replacement parts under warranty.Website development and maintenance.Yelp account creation, development, and maintenance increasing leads by 20% in a rural area.Established a completely new system, ServiceTitan, and integrated the system with Quickbooks, outlined SOPs and training for all workers at the location.Switched the filing system from paper to fully electronic, increasing productivity by 35%.

Opening and closing store, counting down register, making deposits, and assisting Manager and Assistant Manager in running the store.

I opened my own Esthetics shop February 6th, 2016. I perform facials, wax, microdermabrasion, chemical peels, and other services under my Esthetics license. I closed this business due to an expected addition to my family.

Beginning as a laundry assistant and cleaner in high school and had opportunities to expand my contributions from front desk to operations management, and direct services in an esthetician position. Duties included, but are not limited to, receptionist, scheduling, inventory, employee relations, customer service, supervising employees, sales, providing services such as facials, waxing, body treatments and more. Business was sold in September of 2015, and I assisted with the transition until January 2016.