Thay Vannarath Email & Phone Number

Portland, Oregon Area

Successfully completed Level 1-3 training, ramped up to gain proficiency in KURN/ Spock in short time, successfully trained multiple VSR classes and 1 remotely from Ann Arbor, created and updated Level 1 Auto Training material and put into a consistent format, building strong relationships with OPS, VSRs and other Trainers, evaluated trainees progress and provided continued feedback, created job aid training template, setting up training computers and binders and prepping the room for upcoming classes, deploying trainees to floor once they go live, nesting with new hires and providing floor support and answering questions via VS New Hire Chatroom, individually coaching/ working with new employees in helping close gaps, partnering with IT to ensure machines were setup and fully functional when VSRs go live, working extra hours/ OT when we had higher than expected volumes and shifted focus to production most of the summer, review escalated calls and provide feedback of entire customer interactions. Completing Quality monitoring on call and agent entered tickets and providing feedback to assigned team.

Hillsboro, Or

Supervised seven Quality Analysts. Supported both Consumer and Business Quality teams. Remotely managed two Quality Analysts from Bangalore, India. Rolled out new Quality Rubric. Managed out lower performers and provided quarterly performance rating and feedback. Led Calibration sessions with vendor, Operations and other sites. Data gathering and providing trends to drive agent performance.

Hillsboro, Or

Helped new supervisor ramp up on team. Led Quality Calibrations with Vendors. SME/ POC for Mail Tech property. Filed bugs and worked with engineering to resolve issues/ outages. Drafted content for help page, agents, vendor use. Completed Quality evaluations on team of 15 agents and provided face to face feedback. Helped train new agents. Screened, interviewed and provided feedback on candidates. Analyzed customer survey verbatims for trending data and areas of improvement.

Hillsboro, Or

Took over the acting Supervisor role for Mail and directly managed a large team of thirteen T3 Agents. Provided solid leadership to help develop and ensure the success of the Agents by delivering weekly metrics, providing direct one-on-one coaching, and keeping a strong level of engagement with the team. Fostered career growth, set goals, and motivated Agents. Worked on individual projects to help increase our customer satisfaction and provide the absolute best support experience for our Mail customers.

Hillsboro, Or

Assigned tasks and worked directly with the current Supervisor to help the team maintain service levels. Helped train and mentor new agents, revised and reviewed new material for training (e.g. product launches), provided feedback during product demos, provided insight and suggestions around our policy and processes to provide the best possible support for Yahoo!’s customers, and drafted and reviewed content to our help pages.

Hillsboro, Or

Acted as a liaison within the Customer Care Quality organization for specific products within Yahoo!. Worked directly with Business Managers, Account Managers, Team Leads, International Customer Care Teams, and outside Vendor support locations. Monitored and evaluated e-mail, phone and chat interactions between Yahoo! Agents and Customers against strict Yahoo! quality standards. Utilized findings to identify areas of opportunity and success, and to help coach and drive Agent performance and improvement. Performed root cause analysis and assisted Yahoo! Trainers in the development of training material and help content. Worked with key stakeholders to drive and implement steps for process improvements from my learning.

Hillsboro, Or

Acted as a liaison within the Customer Care Quality organization for specific products within Yahoo!. Worked directly with Business Managers, Account Managers, Team Leads, International Customer Care Teams, and outside Vendor support locations. Monitored and evaluated e-mail, phone and chat interactions between Yahoo! Agents and Customers against strict Yahoo! quality standards. Utilized findings to identify areas of opportunity and success, and to help coach and drive Agent performance and improvement. Performed root cause analysis and assisted Yahoo! Trainers in the development of training material and help content. Worked with key stakeholders to drive and implement steps for process improvements from my learning.

Beaverton, Or

Source of information and data for all areas and employees regarding quality. Provided feedback and ideas to continuously improve quality and customer satisfaction. Monitored and coached Agents remotely and in a side-by-side environment. Tracked and reported the results of individual Agents, helped launch a new High Speed Internet (ISP) business account by training new hires on quality standards, and policies and procedures. Coached Agents face to face on technical support calls with regards to connectivity issues, website issues, and scheduling technicians.