Tyler Simpson Email & Phone Number

Salt Lake City, UT, US

Chicago, Illinois, United States

• Manage and coach a team of 3-6 Support Specialists to effectively support the VP of Member Services.
• Creator and subject matter expert of systems guidance through use of screen-overlay AI.
• Enable agents and leadership by building, overseeing, and maintenance of over 1,200 articles in internal knowledge management systems including Confluence, Zendesk, and JIRA.
• Assembled regular custom KPI reporting for multiple Member Services campaigns and ad hoc reporting analysis, resulting… Show more
• Assembled regular custom KPI reporting for multiple Member Services campaigns and ad hoc reporting analysis, resulting in improved leadership insights and effective coaching.
• Administer, approve, and communicate departmental budgets for employee recognitions, resulting in improved KPI performance and employee engagement across all campaigns.

Lehi, Utah, United States

• Managed and trained 8-15 chat agents by conducting face-to-face coaching, resulting in exceeding chat CSAT expectations.
• Identified, implemented, and analyzed support chat agent KPIs and metrics, enabling tailored and proactive coaching.
• Administered team scheduling to ensure efficient contact center coverage for support chat.
• Successfully resolved highly escalated and complex customer issues as a final point of contact.

Lehi, Utah, United States

• Analyze and identify agent trends to provide tailored coaching resulting in increased QA scores.
• Conduct remote and side-by-side evaluations resulting in improved overall agent Quality scores.
• Train new agents in communication soft-skills and all contact center policies, procedures, and practices.
• Calibrate with leadership on Quality Assurance policies, procedures, and practices.

South Jordan, Utah, United States

• Optimized automated processes to increase efficiency, reducing 20% of time spent working reports.
• Led cross-functional projects for automated and manual processes from inception to completion.
• Collaborated with cross-functionally to streamline workflows and improve automated processes.

Lehi, Utah, United States

• Evaluated and coached 150 Authorize.Net Customer Service Representatives in multiple communication methods, totaling over 300 evaluations monthly including 80 individual audits monthly to improve agent performance.
• Analyzed and identified trends to improve business processes for handling merchant, reseller, and customer concerns.
• Monitored NICE and Genesys IWS software for effectiveness in call center processes.
• Developed and implemented strategies to increase… Show more
• Developed and implemented strategies to increase productivity.
• Assisted with NICE software upgrade user acceptance testing by validating test scripts with a global team.

Lehi, Utah, United States

• Assisted leading a team of 30 agents to resolve customer concerns through chat, email, and eTicket.
• Trained new and tenured team members on call center applications, tools, and resources.
• Took control of all escalated chats to resolve the most difficult customer concerns with creative solutions.
• Engaged in CRM clean-up to resolve dated support tickets.
• Resolved up to 150 separate contacts through chat and an additional 50 via email daily.

Lehi, Utah, United States

• Addressed customer service inquiries by phone quickly and accurately.
• Regularly exceeded expectations in agent metrics and won the “Teammate of the Month” award multiple times.
• Adhered to Visa security and audit procedures.

American Fork, Utah, United States

Draper, Utah, United States

Salt Lake City, Utah, United States

Master'S Degree, Business Administration

Activities and Societies: National Leadership Honor Society (NLHS) nominee

Bachelor'S Degree, Behavioral Sciences

Dean’s List for multiple semesters.

Diploma

Activities and Societies: Psychology Club Graduated with Academic letter and honors.