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 • 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 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.• Effectively collaborate continuously with interdepartmental stakeholders to lead projects to reduce leadership and agent pain points, including change implementation and providing recommendations. Show less

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 • 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 productivity.• Assisted with NICE software upgrade user acceptance testing by validating test scripts with a global team.• Migrated over 100 Authorize.Net Support Articles' data from Oracle to Salesforce. Show less

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.