Whitney M. Email & Phone Number

United States

North Carolina, United States

Managing staff: Supervising environmental services personnel, assigning personnel to projects, and scheduling time off Maintaining budgets: Assisting in maintaining capital and staffing budgets, and ensuring cost containment and improved efficiencies Maintaining equipment: Performing daily inspections of equipment to ensure cleanliness and preventive maintenance Maintaining records: Maintaining records and completing reports as needed Ensuring compliance: Ensuring compliance with federal and state policy Providing leadership: Providing leadership and management for the continuous improvement of the facility's EVS operating model Ensuring quality: Ensuring a consistently high level of cleanliness and aesthetics for patients, visitors, and staff Developing facility solutions: Developing and executing facility solutions Leading facility accounts: Leading the operations of facility accounts

Remote

Manage and supervise a team of Customer Advocates, including hiring, training, scheduling, and performance management.Develop and implement comprehensive training programs to ensure the Customer Advocate team is knowledgeable about Bill.com's products, services, and processes.Monitor and analyze customer service performance metrics, such as call volume, resolution time, and customer satisfaction, to identify areas for improvement.Collaborate with cross-functional teams, including product, engineering, and operations, to escalate and resolve complex customer issues.Provide coaching and feedback to Customer Advocates to help them develop their skills and improve their customer service capabilities.Oversee the implementation of quality assurance programs, including call monitoring, customer surveys, and audits, to ensure consistent and high-quality service delivery.Identify and implement process improvements, automation, and other initiatives to enhance the overall customer experience.Serve as the primary point of contact for escalated customer inquiries and complaints, and ensure timely and effective resolution.Prepare and present detailed reports on customer service metrics, trends, and initiatives to management.Stay informed of industry best practices, customer service trends, and technological advancements to continuously improve the team's capabilities.

Las Vegas Metropolitan Area

Manage a team of customer service and content moderation agents, including hiring, training, scheduling, and performance management.Develop and implement comprehensive training programs to ensure the team is knowledgeable about the company's products, services, community guidelines, and content moderation policies.Monitor and analyze customer service and content moderation metrics, such as response times, resolution rates, and escalation volumes, to identify areas for improvement.Serve as the primary point of contact for escalated customer inquiries, complaints, and content moderation issues, and ensure timely and effective resolution.Collaborate with cross-functional teams, including product, engineering, and trust and safety, to address complex customer and content-related concerns.Provide coaching and feedback to the customer service and moderation team to help them develop their skills and improve their performance.Implement and oversee quality assurance programs, such as call monitoring, customer surveys, and content audits, to ensure consistent and high-quality service delivery.Identify and implement process improvements, automation, and other initiatives to enhance the overall customer and community experience.Stay informed of industry best practices, customer service trends, and evolving content moderation strategies to continuously improve the team's capabilities.Prepare and present detailed reports on customer service and content moderation metrics, trends, and initiatives to management.

Las Vegas Metropolitan Area

Manage and supervise a team of maintenance technicians, including hiring, training, scheduling, and performance management.Develop and implement comprehensive maintenance programs to ensure the optimal performance and longevity of building systems, such as HVAC, plumbing, electrical, and life safety.Oversee the procurement and inventory management of all necessary maintenance supplies, equipment, and tools.Coordinate and schedule preventive maintenance activities, as well as respond to and resolve emergency repair requests in a timely manner.Liaise with vendors, contractors, and service providers to ensure the quality and efficiency of outsourced maintenance services.Monitor and analyze maintenance-related key performance indicators, such as work order completion rates, equipment downtime, and customer satisfaction, to identify areas for improvement.Develop and implement comprehensive safety protocols and training programs to ensure compliance with all relevant building codes, environmental regulations, and occupational safety standards.Collaborate with the property management team to address tenant concerns, implement minor renovations or upgrades, and maintain the overall aesthetic and functionality of the properties.Prepare and submit detailed reports, budgets, and other documentation related to the maintenance operations.Stay informed of industry trends, best practices, and technological advancements in facility management and maintenance, and adapt the operations accordingly.

Bachelor Of Business Administration - Bba, Business Administration And Management, General

Certification, Biomedical Technology/Technician, 3.7

Diploma Of Education, Electrical And Electronics Engineering, 3.7