Nikki Murray Email & Phone Number

Twin Falls, Id, Us

Remote

Managed the Call Center Quality Assurance teamDeveloped program scorecards and QA guidelinesProvided coaching to call center representatives

Remote

Co-head Risk Operations Quality Control Program creation, developing rubrics for 40+ tasks throughout varying teams. Lead Quality Control and MaestroQA trainings.Conduct CES (Customer Effort Score) Analysis for Customer Support and Operations teamsRegularly meet with BPO (Business Process Outsourcing) leadership and graders to collaborate on Quality standards and practices across all of Customer SupportConduct Grade-the-Grader by reviewing grades given by analysts. Coach on incorrect scoring and review rubric standardsManage Maestro automations, user roles, and rubrics

Collected and analyzed the customer experience through daily grading of support interactions Provided recommendations on training and procedural opportunities within Divvy product and internal processes, presented data to leadershipLive monitoring of advocates as neededCompleted the course “Quality Standards in Customer Service” by Brad Clevelandhttps://lnkd.in/gavAF4Sw

Draper, Utah, United States

Assisted in developing quality assurance rubrics and training for chat/phone customer support reps Graded advocate calls and chatsConducted CSAT analysis and presented data to leadership.Managed MaestroQA automations and users

Draper, Utah, United States

Worked chats and phone customer support. Met or exceeded all department goals and metrics including QA scores, time to close, and time to first response Assisted in training new employees and creating internal company training documents

Draper, Utah, United States

Responsible for the care and education of the infant class - 18 months and younger. Infant CPR certified. Created lesson plans, completed food prep, and maintained a safe environment. Communicated with every child’s parents at least 5 times per day through the preschool's app.

Salt Lake City, Utah, United States

Answered all Thumbtack leads, sold bookkeeping packages, managed and tracked client progress using Hubspot. Managed social media including Twitter, Instagram, and LinkedIn. Commission-only role.

Murray, Utah, United States

Key-holder. Assisted store manager in all duties including managing the sales team, making and exceeding sales goals, completing daily paperwork, handling bank deposits, creating displays, and organizing the sales floor and back-stock.

Tampa, Florida, United States

Sold luxury goods including handbags, shoes, clothing, and jewelry. Maintained client relationships through phone call, email, and text. Commission focused role.

Owned and operated DamselDesigned, an Etsy store and Instagram brand focused on disneybound and cosplay fashion. Designed and sewed everything myself. Managed customer relations, packaged and shipped orders, and ran social media accounts.

Tampa, Florida, United States

Assisted customers with clothing, sizing, and check-out process. Became denim fit certified. Sent styleboards to clients and communicated through Nordstrom's app. Commission focused role.

Logan, Utah, United States

Responsible for the care and daily activities of three children under the age of five following the Montessori methodology.

Logan, Utah, United States

Responsible for education and care of 2-3 year old students. Trained in Montessori leadership and teaching styles. Created lesson plans, handled food preparation, and maintained a safe and educational environment.

Associate Of Arts - Aa, Early Childhood Education And Teaching

Human Development And Family Studies, General