William Foxley Email & Phone Number

Pleasant Grove, Utah, United States

Manage and organize support operations for Pura's customer care team. Assist QA teams to meet weekly quotas and conduct consistent calibrations. Dictate quarterly and half-yearly training plans. Review and compile customer care data to create stories that drive process improvements and better customer experiences: project planning and progress.

Program manager for QA/CX and PM for QA products under T&S.

Greater Salt Lake City Area

Manage, plan, and create user experience surveysCompile and translate survey dataIdentify, plan, develop and launch user experiential survey programs Supervise Quality Assurance programDevelop QA formsConduct QA calibrationsCompile and translate QA data

Draper, Utah

Reviewed interactions between user and specialistIdentified trends for specialists, teams, and department.

Developed and defined new coaching role responsibilities with a focus on superior customer service.Trained coaching staff for consistent performance and created individual action plans to help with agent growth and career progression. Managed a teams performance based on department KPI's.

Utah

Assisted phone representatives with escalated situationsEducated customers on proper navigation of operating systems on phone and website.

Supervised and motivated 15 employees to meet production levels.Provided trainings, updates, and when necessary, constructive feedback to employeesOrganized team meetings, action plans, and employee incentives.