Experience

Poplin

• United States
• Accounting

• Head Of Support

  • Jun 2022 - Aug 2023

  Lehi, Utah, United States - Transformed support operations at Poplin, building and leading a dynamic team from inception to over 45 agents. - Orchestrated platform implementation (Zendesk, Playvox) for streamlined end-to-end support functions. - Innovated by introducing a comprehensive data tracking system, enabling detailed performance analysis. - Collaborated on impactful marketing campaigns, coordinating seamless rebranding across channels. - Achieved substantial customer satisfaction improvement and… Show more - Transformed support operations at Poplin, building and leading a dynamic team from inception to over 45 agents. - Orchestrated platform implementation (Zendesk, Playvox) for streamlined end-to-end support functions. - Innovated by introducing a comprehensive data tracking system, enabling detailed performance analysis. - Collaborated on impactful marketing campaigns, coordinating seamless rebranding across channels. - Achieved substantial customer satisfaction improvement and noteworthy response time reductions. - Provided strategic advisement, collaborated cross-functionally, and managed comprehensive people operations. Show less



Lucidpress

• Software Development

• Business Development Representative

  • Mar 2022 - Jun 2022

  Draper, Utah, United States



ClearSource BPO

• Outsourcing and Offshoring Consulting
• 300 - 400 Employee

• Operations Manager

  • Nov 2021 - Jan 2022

  Pleasant Grove, Utah, United States Establish a new processing center for a financial services client. Facilitate strong client relationship, establish hiring, training, and quality control processes. Train and manage leadership team and department with 60 employees.



Cricut

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Associate Manager of Member Care

  • Jun 2021 - Oct 2021

  Utah, United States I managed 5 teams including chat, phone, email, social media and outsourced partners. I developed key performance indicators surrounding each channel and improved performance by 15% in each area. I was instrumental in the team building process including hiring, training and development, cross channel training, and leadership development programs. I was responsible for creating and implementing processes for customer engagement for each channel.

• Member Services Supervisor

  • Dec 2020 - Jun 2021

  South Jordan, Utah, United States I am a very experienced customer solutions professional. I work to provide the strongest possible performance from my teams and the best experience for my customers. I focus on strong analytical skills, excellent communication, and a personal touch that allows for the best possible results.



FastTrack Mortgage Inc.

• United States
• Financial Services
• 1 - 100 Employee

• Mortgage Loan Officer

  • Nov 2020 - Sep 2021

  South Jordan, Utah, United States I am a Mortgage Loan Originator working under Fast Track Mortgage. I have 7 years experience in the mortgage industry and helped provide home buyers and homeowners find the best options for their needs.



Select Portfolio Servicing

• United States
• Banking
• 200 - 300 Employee

• Customer Solutions Manager, Call Center Operations

  • May 2013 - Mar 2020

  Greater Salt Lake City Area I focused on providing outstanding leadership and support to the call center operations of Select Portfolio Servicing, a Credit Suisse Subsidiary. As a Customer Support Manager I used my stunning analytical skills and outstanding leadership to ensure the best possible experience for all SPS customers, investors, and staff. I also have outstanding experienced with individual and team development, as well as using data and analytics to ensure success in exceeding departmental, company, and… Show more I focused on providing outstanding leadership and support to the call center operations of Select Portfolio Servicing, a Credit Suisse Subsidiary. As a Customer Support Manager I used my stunning analytical skills and outstanding leadership to ensure the best possible experience for all SPS customers, investors, and staff. I also have outstanding experienced with individual and team development, as well as using data and analytics to ensure success in exceeding departmental, company, and industry standards. Show less



CoreLogic

• United States
• Information Services
• 700 & Above Employee

• Account Manager

  • Jul 2012 - May 2013

  Greater Salt Lake City Area Using effective time management and analytical skills I provided support to the escrow department, managing mortgage accounts that are transitioning from a non-escrow to escrow status with regards to property taxes and insurance. demonstrated excellent organizational skills, top-level productivity, and outstanding teamwork.



Brigham Young University

• United States
• Higher Education
• 700 & Above Employee

• Parliamentary Internship Coordinator

  • Apr 2008 - May 2009

  Provo, Utah Provided training and support to the parliamentary internship program at Brigham Young Universities international studies program. as part of the internship coordinator I assisted with recruiting, administrative tasks, training and development of all internship candidates and providers.