Tess Athey Email & Phone Number

Austin, Tx, Us

Austin, Texas Metropolitan Area

Austin, Texas, United States

– Lead regional pillar to expected service levels across 15 workflows by motivating and driving accountability with team; Collaborate with local and global leads on innovative strategies and ensure proper execution of processes. – Manage daily operations, including designation of work assignments, workload distribution, equipment, staffing, and scheduling; Drive continuous process creation and improvement to increase overall efficiency. – Assist with hiring process as well as staff performance evaluations, conduct annual reviews, and establish annual priorities for 7 team leads.– Guide pillar through frequent transitions to build problem-solving, resiliency, and technical skills. Organize workplace activities to improve department wellbeing and engagement.

Austin, Texas, United States

– Drove performance management and facilitated professional development for 15 direct reports; Regional POC for up to 5 workflows.– Developed and facilitated successful nesting programs for 12 waves of new hires to boost engagement and information retention; Collaborated with Training lead and team to ensure success for agents exiting training phase.

Austin, Texas, United States

– Audited analysts to ensure quality metrics were being met and conducted weekly RCAs to understand inaccurate decisions. – Engineered and implemented action plans to improve individual and team performance by 12%; Held one-on-one and group coaching sessions and refresher trainings to address error trends.– United with Training team to align on policy and produce support materials and documentation; Identified and articulated gray areas and signals to emerging trends and generated possible solutions. Provided feedback to client to modify online platforms and develop tools.

Austin, Texas, United States

– Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries. – Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. – Ensure proper documentation, notification, escalation, tracking and follow up of all incidents.

Austin, Texas, United States

– Investigated and resolved issues regarding content that is reported for account support and/or safety; flag for action, and resolved within agreed-upon turnaround times and standards of quality– Understood and remained up to date with client policies and guidelines; resolved inquires according to defined policies and procedures– Responded to user inquiries with high quality, speed, empathy, and accuracy; Served as an advocate for the user community

Texas, United States

– Studied standalone and multi-state ambulance companies’ data to identify areas needing improvement. Conducted and provided research findings to conceptualize proposals for healthcare clients and new business developments.

Roanoke, Tx

– Entered and analyzed data, answered the telephone and redirected calls, took messages, handled outgoing and incoming mail, made copies, filed receipts, etc

Roanoke, Texas, United States

– Photographed events to be published in the city's events pamphlets

Bachelor Of Science (B.S.), Nutrition Sciences

Education record