Haley Kadlec Email & Phone Number

San Francisco Bay Area

-Built 38 Periscope dashboards to drive operational and product improvements for Accounting, Community Support , Fulfillment, and Commerce.-Created a new Fraud prevention process to alleviate fraud related losses averaging $25,000 a month.-Developed detailed specifications for 55 improvements to the internal toolset..

San Francisco Bay Area

Customer Support (Operations) - Problem Drop Lead -Created Problem Drop handling process that handles an average of 1,300 cases a year while reducing time spent on Problem Drops by 80%.-Developed tools and troubleshooting guides to address common Problem Drop issues.-Produced weekly KPI reports to drive continuous improvement in customer support and fulfillment processes.-Consolidated customer support and operations data to drive improvements to the sourcing, purchasing, and fulfillment processesProjects:-Created a series of Slackbots using SQL to flag agent errors as the occur-Developed a tool in SQL and Google Spreadsheets to track the cost of widespread issues and highlight costly recurring points of failure to relevant teams.-Developed "Early Problem Detection" Slackbot using SQL to flag widespread shipment errors early

San Francisco Bay Area

Manage 3 districts of 100 cleaning professionals.

San Francisco Bay Area

Managed satisfaction and product usage of 100+ home service contractors across 3 markets to ensure reliability standards and provide issue resolution Created an effective resource for cleaning professionals by overseeing a 12 person customer service team located in the Philippines as they responded to inquiries from over 1500 cleaning professionals via textResolved technical issues with company-provided phones and mobile device management software to prevent confusion and maintain a smooth flow of operationsIdentified inconsistencies across multiple processes, developed policy and process documentation and worked with leadership to ensure it was used consistently across the organization to improve satisfaction and understanding amongst employees and home service contractorsProvided actionable next steps to reduce text hotline volume by creating weekly excel-based reports to present contact driver dataCreated and presented weekly reports on company key performance indicators

San Francisco

Drove client retention through resolution of appointment issues via email, phone and social media (Twitter, Facebook)

Increased revenue by contacting small business owners about the Yelp advertising program

Raised over $100,000 towards Chico State University Called alumni and parents of current students to request donations for university programsSupervised 1 shift of 15 students a week in addition to calling in order to keep shifts focused and productiveCreated games and other inventive means of keeping callers motivated to increase productivityMaintained a positive, upbeat, and productive environmentTrained and mentored new callersRepresented the Chico State current Chico State students to Chico State parents and Alumni

Raised over $100,000 towards Chico State UniversityMaintained a positive, upbeat, and productive environmentTrained and mentored new callers

Bachelor Of Arts (B.A.), International Relations

Activities and Societies: Model United NationsReceived a Bachelor of Arts in International Relation with a minor in Marketing. Graduated.

Study Abroad, International Relations

Activities and Societies: Waseda International ClubStudy abroad

Study Abroad, International Relations, 4.0

Activities and Societies: Waseda International Club