Hailey T. Email & Phone Number

Draper, Utah, United States

• Support the Senior Manager, Supervisor, and CX Operations and Strategy teams by providing excellent administrative support and assisting with any ongoing projects, day-to-day operations, and proactive and strategic.
• Administrator for MaestroQA and Lessonly, becoming an expert in the function and organization of both. Maintain content, users, tags, settings, automation, and reporting organized and up to date.
• Proactively assists CX Operations and Strategy team with managing and efficiently running our Quality Development programs. This could include scheduling, progress reports, communication, lesson planning, and.
• Support CX Services Team and Leadership by collecting and understanding relevant QA and Lessonly data as needed or requested.
• Help identify inefficiencies within the team and proactively suggest, drive, and implement improvements to internal Training and Quality processes.
• Support Supervisor and Training Team before, during, and after New Hire Training weeks with administrative tasks and provide support as needed.

Draper, Utah, United States

• Support the Senior Manager, Supervisor, and CX Operations and Strategy team by providing excellent administrative support, proactive and strategic planning.
• Administrator for MaestroQA and Lessonly, becoming an expert in function and organization of both. --
• Maintain content, users, tags, settings, etc organized and up to date.
• Support Supervisor during monthly New Hire Training weeks with all administrative tasks, including schedules, tool set up, and internal or external communication.
• Assist CX Operations and Strategy team with managing and efficiently running our Quality Development programs. This could include scheduling, progress reports, communication, lesson planning and assignments.
• Help identify inefficiencies within the team and proactively suggest and implement improvements. Support in regular Internal Knowledge audits, maintenance, and updates.

Salt Lake County, Utah, United States

• Managed 6-8 Quality Assurance Specialists
• Assisted Quality Program Lead with multiple projects
• Built out QA programs like QA Office Hours, QA Calibrations, Peer-to-Peer meetings, etc.
• Ran mid-to-full year reviews for the specialists
• Ran bi-weekly 1:1’s with the QA Agents
• Held monthly trend meeting with Customer Service Supervisors

Draper, Utah, United States

• Run daily team huddles.
• Maintained availability to assist in the Slack channels or communicated with peers to make sure there was always coverage.
• Conducted bi-weekly side-by-sides for 12+ agents.
• Ran and promoted high performing agents to run bi-weekly Team Buildings.
• Monitored agents Omni, workflow, trends, breaks/lunches.
• Revamped End-Of-Week Recap, Team Lead Cheat Sheet, and New Hire Expectations list.

Draper, Utah

• Staying up to date on all new updates.
• Prioritize cases by time sensitivity and SLA
• Respond to social cases under 2-hours.
• Receive 92%+ scores on CX & Social QA
• Suggest social verbiage & procedure workflow
• Multitask through multiple systems

Draper, Utah

Draper, Utah

Certification

Certification In Business Leadership And Communications

Advanced High School Diploma