Emily Stiles Email & Phone Number

- Reviewed customer-facing interactions (chat, voice, email) for legal compliance standards as well as customer service expectations, maintaining a 90% or higher overall calibration level with the team- Helped develop and iterate upon customer service quality assurance rubrics- Built and maintained Looker Studio/Google Data Studio/Salesforce dashboards to allow stakeholders to review team-wide and individual-level performance- Presented monthly performance updates to stakeholders including themes, key takeaways and recommendations- Managed projects involving multiple cross-functional teams and stakeholders including documentation, time management, status updates, etc.- Developed business case and market assessment to acquire QA-specific software with a focus on AI capabilities- Proven track record of: keen eye for detail, above-average performance, consistency and objectivity in review work - Extensive experience with Google Suite, specifically Google Sheets, as well as Salesforce

Franklin, Tennessee, United States

Served as manager of the Compliance Team, in which we provided a thorough investigation for any alleged internal compliance infractions regarding company standards, processes, etc. We provided an accurate, detailed, fair, and objective write-up to the appropriate management to help facilitate process improvement, customer satisfaction, and potential employee coaching needs.Compliance Investigations would entail reviewing recorded calls and taking thorough notes, including timestamps and direct quotes, of any conversation relevant to the alleged compliance infraction. This would also involve comprehensive review of all logged activity between the company and the client to uncover the root cause of the complaint and ultimately identify where fault for the issue should be placed.Created and maintained spreadsheets that tracked internal compliance infractions by department and identified any specific trends, to be used to inform further education and coaching opportunities. Presented compliance data to leadership on a monthly basis. Played a large role in developing the workflows, protocols, and documentation for the Compliance Team.Ultimately built and maintained a reputation for above-standard quality of work, attention to detail, and fair and objective feedback. Within a year, infractions marked as the company "at fault" dropped from 80% to 30% as a result of our feedback across the company.

Franklin, Tennessee, United States

Franklin, Tn

Franklin, Tennessee

Columbia, Tennessee

Associate Of Arts And Sciences - Aas, Business Administration And Management, General

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