Karley Call Email & Phone Number

Las Vegas, Nv, Us

Las Vegas, Nevada, United States

Mentored and monitored peer groups in New Hire and Upskill Training to meet KPI expectations in their daily responsibilities as customer service representatives; also assisted the customer service team with personalized coaching sessions.Consistently performed well above the global average in CX metrics such as total solves, solves per hour, and handle time– received “Customer First” award for punctuality, product knowledge, and communication skills.Interfaced directly with DraftKings VIP customers and hosts to resolve a variety of account, technical, and gameplay requests.Created a network of internal resources and documents to provide organized information and reference material for peers and management, and collaborated cross-functionally with other teams.

As a quality assurance tester, I was tasked with testing pre-release builds for bugs and other errors. During my time with 2K, I consistently surpassed company benchmarks with the quantity and quality of my bug reports. I was particularly skilled at narrative inconsistency and text based errors which were highly relevant to the specific title that I was working on at the time. In addition to testing I also gained experience with the certification and submission processes, general troubleshooting, international team coordination, and customer service techniques.

As a research assistant for the podcast Exit Spring Mountain, I participated in weekly production meetings where we would brainstorm, plan, and essentially talk through the content of future episodes. These meetings gave me insight into the production process and how it relies on each individual's perspective and expertise in order to function properly. In addition to these meetings, I was tasked with transcribing guest interviews and I was able to complete this both with and without AI assistance (Otter.ai). Working with the Exit Spring Mountain team gave me experience with a storytelling medium that operated outside the industry that I'm most interested in. This provides me with the opportunity to call upon unique situations that may apply to a video game industry position but just in a different way.

Las Vegas, Nevada, United States

As a team leader at Color Me Mine, I was responsible for many daily administrative tasks that enabled the business to run efficiently and successfully. This included inventory management, merchandising, social media content, employee training, class coordination and scheduling all in conjunction with providing customer service to guests in an experience-based retail environment. While here I perfected the ability to stay on my toes and pivot to whatever may be required of me whether that be glazing and bagging, studio cleaning, customer confrontations, or communicating with the company owners about upcoming events. As a personal ceramic paint studio, Color Me Mine gave me lots of experience with soft skills and essentially showed me how to relate to people on an individual level so that I can do my best to provide them with what they need.

Being an Associate Store Manager at Build-a-Bear gave me a wealth of customer service experience. I learned how to properly train employees, give direction, and interact with customers on a professional level. As an experience based retail store, I was part performer and part employee who provided customers with a fun experience that felt unique and special to them. I gained conflict resolution skills, scheduling experience, and prioritization practice-- all things that came in handy for me in positions that would follow.