Emily Smith, J.D.

Senior Operations Manager at CustomerHD
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Contact Information
us****@****om
(386) 825-5501
Location
Raleigh, North Carolina, United States, US

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Credentials

  • Explore / analytics
    Zendesk
    Sep, 2022
    - Nov, 2024

Experience

  • CustomerHD
    • United States
    • Consumer Services
    • 1 - 100 Employee
    • Senior Operations Manager
      • Jun 2021 - Present

      Providing leadership for continual management and employee training initiativesDelivering business strategy and developing systems and procedures to improve operational quality and team efficiencyReporting issues to higher management with great detail, including plan of action for necessary situationsSupporting top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issuesManaging 30+ team members across multiple projects while increasing team efficiency and quality

    • Operations Manager
      • Jul 2020 - Jun 2021

      Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency, and help company evolve and growAdvanced productivity KPIs to achieve key business goals and objectives while managing between 60 to 100 agents and support staffLed improvement initiatives to advance operational efficiencies and increase revenue while also ensuring agent well-being and productivityMaintained extensive knowledge of company products to recommend items aligned with customer and client needsDeveloped procedural standards for accounts requiring speedy scalability, including training materials, schedules, and project delegation

    • Technical Team Lead
      • Jun 2019 - Jul 2020

      Evaluated employee skills and knowledge regularly, trained and mentored individuals with lagging skills, and performed team meetings while maintaining KPI standards for team of 12-16 agents.Created procedural documents for performance management and quality assurance

    • Technical Support Specialist
      • Dec 2018 - Jun 2019

      Performed troubleshooting for technical accounts which included multiple channels: Phones, Email, Chats, Social Media

  • Hire Counsel
    • Associate Director of Recruiting
      • Jan 2018 - Jun 2018

      Specialized in recruiting well-qualified legal field candidates for projects requiring up to 100 candidatesOperated and maintained applicant tracking and candidate management system Specialized in recruiting well-qualified legal field candidates for projects requiring up to 100 candidatesOperated and maintained applicant tracking and candidate management system

Education

  • Campbell University, Norman Adrian Wiggins School of Law
    Doctor of Law (J.D.), Law
    2014 - 2017
  • University of Cambridge
    Law
    2015 - 2015
  • Appalachian State University
    Bachelor of Arts (B.A.), Psychology
    2009 - 2012

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