Morgan Bilinski Email & Phone Number

• In my current role as Manager, I:
• Provide oversight and direction to global partner teams with over 150 employees involving department KPIs, hiring, separations, and staffing hours based on business needs.
• Supervise all digital communications within Sell to Carvana, including website chat and SMS. Collaborate with stakeholders to improve the website chat AI function.
• Scope and prioritize activities based on business and customer impact and provide hands-on leadership, methodology, structure, and information necessary to coordinate decision-making and development.
• Guarantee outstanding performance quality with advocates working within Digital communication and review and assess customer satisfaction scores (CSat) within the chat function.
• Conduct data reviews and assessments for average handle time and responsiveness. Collaborate with stakeholders to suggest and implement ways to improve data points.

Tempe, Arizona, United States

• In my previous role as Team Lead, I:
• Assisted a team of leaders with personal and business growth and collaborated with Management and Senior Management on several projects to help business initiatives.
• Created an effective learning atmosphere that respects people's diversity and ideas by modeling respect for all employees and conveying confidence in every employee's ability to learn.
• Thoroughly analyzed business needs against overall performance and performed actions and suggestions to benefit the company, employees, and customers.
• Ensured that the team had suitable and adequate resources to complete all activities and supervised the work of recruits and staff.

United States

• In my previous role as Team Lead, I:
• Developed and managed a team of over 20 leaders and collaborated with upper management, handling department-wide staffing and training and ensuring accuracy and quality to assure efficiency.
• Ensured that all employees adhered to the company’s policies and guidelines, acted as the team’s representative and mentor, and set examples for the staff.
• Established and nurtured company-wide relationships and rebuilt team based on business and team needs.
• Coached individuals by providing frequent and thorough performance evaluations and expectations focused on setting goals and deadlines.

• In my previous role as Training Content Specialist, I:
• Stayed current on competition and industry changes to drive company development and facilitated communication with the CEO and other management to improve company-wide synergy.
• Developed learning content to confirm learner outcome and comprehension; created training courses as assigned on topics including enrollment services and new-hire training.
• Established and researched content to implement training purposes on a mass scale. Ensured all content was legal and accurate by training protocol.

• In my previous role as Senior Specialist, I:
• Collaborated with upper management to onboard, train, and guarantee the quality of temps and outsourcing teams worldwide—the ability to work well with others as an essential high-level leader.
• Responded to and appropriately handled emergency situations that arose calmly and effectively with the ability to change the approach or method to fit the situation best.
• Regularly reviewed staffing needs intra-departmentally and pulled levers accordingly.
• Provided coaching to Team Leads, aided in developing and managing teams to their entirety and then sunset back out based on staffing needs.

Phoenix, Arizona Area

• In my previous role as Specialist, I:
• Partnered with upper management with trends, areas of opportunities, and strengths. Provided training to internal and external (outsourcing) employees for expanded skills.
• Utilized standard operating procedures, effective crew resource management, communication, and procedures specified in company standard operating procedure.
• Served as a subject expert matter and collaborated effectively and cross-functionally interdepartmentally to establish new processes and systems.

• In my previous role as Customer Care Advocate, I:
• Thoroughly reviewed documentation to legally purchase vehicles from the public and supported peers and leaders daily through the single point of contact (SPOC) system.
• Teamed up with coworkers to ensure proper customer service and consistently demonstrated a customer-first mindset, successfully cultivating lasting client relations and driving brand loyalty.
• Monitored all customer inquiries and complaints and de-escalated calls by utilizing active listening and positive positioning statements to ensure positive resolution for both company and customer.
• Provided world-class assistance and support to customers through inbound and outbound calls with selling their vehicles to the company.

Tempe, Arizona

• In my previous role as Sales Associate, I:
• Booked appointments using Millennium and Meevo software
• Conducted payroll for all employees
• Scheduled shifts for front desk associates as well as therapists
• Sold a plethora of contracted memberships to new guests as well as treatment options
• Dealt in customer relations and consumer care on an hourly basis

Tempe, Arizona

• In my previous role as Leasing Consultant, I:
• Handled large sums of money dealing with housing
• Facilitation of contracts for clientele
• Attracted and provided support to prospective customers
• Handled an array of diverse situations with multiple tenant

Tempe, Arizona

• In my previous role as Sales Associate, I:
• Guided customers in potential purchases
• Restocked products
• Performed in fast paced environments
• Successfully persuaded customers to sign up for rewards

Porter Ranch, California

• Worked under tight time constraint
• Works well with all types of people
• Experience in customer service
• Restocked merchandise