Suzi Test Email & Phone Number

United States

• Manage a team of up to 6 Customer Solutions Advocates (supervisors); responsible for coaching to meet KPIs including attendance, quality on different call types, and handle time, as well as development toward their specific goals within the company. • Complete scheduled weekly one-on-ones with direct reports, as well as providing on-the-spot coachings and feedback. • Complete weekly audits on advocate calls with agents and retail associates to ensure accuracy and quality.•Co-president of Purple's Neurodivergent Employee Resource Group

Utah

• Manage a team of up to 15 agents, responsible for coaching to meet KPIs including attendance, quality, customer satisfaction scores, first call resolution, and handle time. • Complete scheduled weekly one-on-ones with direct reports, as well as providing on-the-spot coachings and feedback.• Coordinate with other departments throughout the company on processes and customer issues, as well as updates that affect my direct reports.• Mentor/train new team leaders.

Taylorsville

• Manage a team of up to 20 agents, responsible for weekly coachings to meet KPIs including attendance, schedule adherence, quality, customer satisfaction scores, and average handle time • Manage a team of 7 lead agents (supervisors), responsible for weekly coachings to meet schedule adherence, quality on escalations, and developing talents specific to their individual goals for growth within the company • Main point of contact for client's advanced escalation team • Employee Engagement Team coordinator, responsible for planning and executing employee engagement activities each month • Mentor new team leaders

Greater Salt Lake City Area

• Inbound customer service for a credit card client, achieving all required metrics for program during first 30 days• Consistently utilized as support in peer-to-peer coachings and as a mentor during new-hire nesting

Orem ,Ut

• Facilitated new-hire classes for two different lines of business for major healthcare client• Trained in and facilitated new-hire and transfer classes for a second healthcare client in four different company sites across the country• Created worksheets and SOPs to support training materials provided by client• Worked with manager to develop SOPs and templates for consistency within training team• Achieved the highest graduation and proficiency rates of any new-hire class for healthcare client at the Hazelwood site

Orem, Ut

• Inbound customer service for a major healthcare client, achieving all required metrics for program during nesting period

Etsy.Com

• Maintained an online storefront through etsy.com • Maintained inventory and updated listings on regular products• Created new products to keep up with trends• Shipped products to customers• Kept track of sales and expenditures

Orem, Ut

• Completed morning paperwork to balance previous day’s sales with daily bank deposit• Responsible for opening and closing the store as a keyholder• Assisted customers in choosing fabrics and rugs for their home décor needs, including calculating how much fabric was needed for various projects• Rang up customer purchases • Steered customers toward private label fabrics and rugs and placed orders• Helped design and implement store displays• Trained new employees as needed

Tremonton, Ut

• Responsible for stocking and maintaining the apparel and soft goods departments• Rang up customer purchases and assisted customers in finding what they needed• Completed evening data entry to balance the day’s sales with the daily bank deposit• Responsible for opening and closing the store as a keyholder• Trained new employees as needed

Provo, Utah Area

• Responsible for answering department phone calls and emails• Transcribed news programs and phone interviews for clients• Proofread, prepared, and emailed completed transcripts to clients• Printed, packaged and mailed transcripts to customers• Edited programs on the computer and burned to master DVD; also trained other employees on the process• Burned copies, packaged, and mailed DVD programs to customers; also trained other employees on the process

General Studies

Completed courses in general studies with a focus on entering the Elementary Education program.

High School

Activities and Societies: National Honor SocietyAchieved a 4 on AP tests in American History, European History, English Grammar.