Jocielyn Thomas Email & Phone Number

United States

Las Vegas, Nevada, United States

● Perform internal audits through Verint and Five9 on QA associates to ensure theirevaluations on agents are within a 5% variance of legal compliance and companypolicies● Host weekly calibration meetings to build and maintain alignment with each department● Reporting data and tracking trends to deliver insight for initiatives and improvements● Contribute to the development and implementation of new policies and optimize existingprocesses● Within a financial… Show more ● Perform internal audits through Verint and Five9 on QA associates to ensure theirevaluations on agents are within a 5% variance of legal compliance and companypolicies● Host weekly calibration meetings to build and maintain alignment with each department● Reporting data and tracking trends to deliver insight for initiatives and improvements● Contribute to the development and implementation of new policies and optimize existingprocesses● Within a financial technology company, I provided loan and credit card escalationassistance for B2B and customers in the form of inbound/outbound calls, emails, andchats● Assisted in the training and development of employees by monitoring their performance,coaching on areas of opportunities, providing feedback to their direct supervisors and co-host team meetings Show less

Las Vegas, Nevada, United States

● Created SOPs in Confluence, train customer service teams and monitor QA audits for asoftware company’s digital platforms● Launched chat support within Salesforce and an official audit process for all channels● Vendor management to ensure SLAs are met, especially concerning trust and safety risk● Resolved complex escalations from entry-level teams, detractor surveys, audit disputesand high level executives ● Assisted the Manager and VP of Customer Success with setting… Show more ● Created SOPs in Confluence, train customer service teams and monitor QA audits for asoftware company’s digital platforms● Launched chat support within Salesforce and an official audit process for all channels● Vendor management to ensure SLAs are met, especially concerning trust and safety risk● Resolved complex escalations from entry-level teams, detractor surveys, audit disputesand high level executives ● Assisted the Manager and VP of Customer Success with setting operational OKRs for CS teams by presenting findings from data analysis as well as cross-functional department meetings Show less

Las Vegas, Nevada, United States

● Created a highly successful Quality Assurance department that consistently exceededgoals, increasing daily completion rate by 35%● Consistent training on industry (HIPAA) knowledge● Monitored and tracked analysts performance daily based upon productivity, attendance,calibration variance (improved to +/-3%) and provide coaching feedback● Resolved customer escalations from tier 3/management as needed, approximately 1-3times per week

Las Vegas, Nevada, United States

● Escalated inbound/outbound chats, emails and phone calls to guests, hosts and serviceproviders to efficiently mediate and resolve complex issues● Premium client onboarding and assistance with account edits, meeting requirements andgoals● Responded to general inquiries about products, services, payment processing andaccount maintenance

Las Vegas, Nevada, United States

● Trained new employees and monitored the progress of 20-30 call representatives weekly● Conducted calibration sessions between client and internal teams● Supervised special projects, performed secretarial functions and document revisions