Jayleen Moga Email & Phone Number

United States

- Manage MS remote team, from Associate to Sr. Specialist level, to ensure coverage and achieve KPIs: <5% Abandon Rate, 80% SLA, and 1 business day email reply/resolution time, 4.7/5 Customer Satisfaction (CSAT), and 90% First Contact Resolution (FCR)- Drove strategic phone system upgrade cross-functionally with Engineering/Product/Design (EPD), BizOps and.

- Led the Senior MS team, including 1 Specialist, 2 Sr. Specialists, and 2 Leads- Compiled weekly/monthly agent metric reporting and analysis for the Head of MOps, identifying training gaps, suggesting tooling improvement, and celebrating wins- Led internal admin system improvements as the primary MS stakeholder, resulting in agent efficiency, reduction in.

- Managed a team of 8 MS agents, from Associate to Specialist levels; proven mentorship excellence through career progression for 4 agents to non-operations teams including Compliance, Fraud and BizOps- Conducted weekly Quality Assurance (QA) monitors for phone and email channels to ensure accuracy and exceptional service, achieving an average team score.

- Managed hundreds of consumer-facing response templates to ensure consistency in servicing and promote agent efficiency, collaborating with Marketing and Compliance to ensure alignment with brand tone- Executed shadow sessions with new hires and leadership to enhance understanding of member pain points, workflows, and product

San Francisco, California, United States

- Served as the team’s Subject Matter Expert (SME) by answering associates’ account-related questions accurately, provided Confluence resources, and internal Metabase queries for continued learning- Managed consumer-facing responses for social media and app reviews across platforms like Facebook Business, GooglePlay, App Store, and Trustpilot- Assist with.

San Francisco, California

Served as the first point of contact for members via email and chat, leveraging feedback to escalate technical issues, highlight member pain points and triage members’ request to improve our overall CSAT score

San Francisco Bay Area

- Build and implement current Chat processes and procedures- Service 85+ chats and emails daily to help problem solve customer issues while maintaining a 85% CSAT response from customers monthly- Create learning & development content for new hires and facilitate training sessions - Collaborate cross functionally with the Credit, Email, and Fraud department.

San Francisco Bay Area

• Handled 80+ calls daily and assisted with questions regarding our application process, loan details, and payments
• Maintained a 80% CSAT monthly response rate by delivering exceptional customer experience with a strong ability to de-escalate conflict through excellent product knowledge
• Consistently ranked in the top 25% of the department
• Assisted with scheduling and delaying payments for current accounts
• Mentored and participated in onboard training for new hires

- Increased our reward conversions by 20% monthly by implementing a positive reward conversion incentive program for associates- Supported Management to drive KPI goals by tracking store and company metrics through data analysis- Assisted with merchandising, floor sets, inventory, markdowns and promotion signage and execution to ensure correct branding and.

- Collaborated and supported the Visual Merchandising Team to ensure product was merchandised efficiently to maximize profits- Assisted with training new hires on store standards, product knowledge, and register training- Provided authentic customer service and informed the customer about new products, services and promotions- Maintained and kept the floor.

Bachelor'S Degree, Fashion Merchandising/ Marketing

Activities and Societies: Fashion Network Association

Pre-College Art Experience, Fashion/Apparel Design

Activities and Societies: - Fashion Construction - Fashion Design - Fashion Drawing - Learned how to operate an electric sewing machine.