Projects assisting companies with the transition from chat to SMS messaging with conversational AI. The Conversational AI projects requires reviewing company goals, determining the issues the virtual agent will handle including the “intents” of these issues. Documenting dialog trees for each issue integrating back-end systems needed for resolving customers' issues (Sales orders, shipping info, etc…). Building a feedback loop to monitor and improve intents and conversations as well as analytics and transcripts to measure performance.

Ensured service level agreement (SLA) compliance and quality of first-touch support through live monitoring, data collection, documentation, and reporting. Identified trends and recommended action plans to executives and managers; managed projects to develop and deploy system, process, and performance improvements. Coded escalations and SLA misses (Service, Marketing, Pardot Clouds); documented opportunities to reduce escalations.Projects:Transitioned live monitoring to third-party delivery partner; oversaw new monitors’ process compliance by analyzing monthly reports and trends and tracking improvement progress.Launched and led project to accurately calculate and track first customer outreach and attainment measurement: resolved multiple barriers within 5 months and delivered full resolution slated for mid-2022 rollout.Defined support quality plan, metrics, and method for new team, serving as project manager to establish clear guidelines and tools that enabled team to deliver accurate, measurable reviews for Support.Led initiative to curate and present to Executive team VOC (Voice of the Customer) support calls to deepen leadership insights and identify opportunities for improvement. Partnered with Legal and Technology teams to expand call recording in line with legal, regulatory, and company policies.Reduced escalation/SLA coding workload by introducing people, process, and technology enhancements and automations in collaboration with the Process team.

Evaluated global customer care communications across multiple properties, including high-profile and executive cases, against company standards. Leveraged in-depth analysis, including root cause analysis, to identify opportunities for improving the customer experience, close training gaps, develop and publish quality guidelines, provide feedback to product teams, and calibrate standards across global sites and teams. Presented quality results and initiatives in business reviews. Represented Quality on Customer Experience Data Governance committee.Projects & accomplishments include:Facilitated successful launch of phone support across numerous products by designing quality metrics in collaboration with support, training, and process teams Drove quantifiable improvements by partnering with trainers, content management stakeholders, and others to develop action plans, training, and standardized responses. Trained and mentored global support and quality assurance teams, including on-site training in India, Manila and various US locations.Improved support agent performance, new hire readiness, and succession planning by developing a program inclusive of coaching and mentoring for underperforming, new, and top-performing agents.

Applied Yahoo! Privacy Policy and standards to protect all accounts from unauthorized users. Specialized in identifying fraud and hacked accounts. Trained new agents in policy, processes, and tools.Monitored CEO and company's social accounts (FB & Twitter) and handled any executive or social escalations. Focus was on de-escalation and customer satisfaction.

Projects & Responsibilities included:Conducted personalized web training with new clients on how to use their Yahoo! Sponsored Search account and how to maximize their success.Successfully focused on building a higher Net Promoter Score by directly contacting new clients, surveying experience with company, correcting any problems encountered with the goal of having enthusiastic customers all of the time. Assisting Sponsored Search clients to make necessary changes to comply with Yahoo’s Search Marketing guidelines, including creative thinking and trouble shooting.Examined all new Sponsored Search clients for compliance with Yahoo’s Search Marketing guidelines; distributed Sponsored Search leads to members of a sales team in Hillsboro and Manilla.Examined all new clients for evidence of fraud, escalating suspect accounts to our New Advertiser Verification Team for further verification.