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.
• 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

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 and.