Resolution Specialist

• Sep 2022 - Present

Guest Services Coordinator

• Jun 2022 - Present

Transactional Quality & Compliance Supervisor

• Oct 2019 - Sep 2021

Managing daily transactional quality and compliance operations for one of the biggest telecommunications retailers in the US. Currently managing a team of 10+ analysts, including onsite, local remote and intl' remotely-located staff. Managing daily transactional quality and compliance operations for one of the biggest telecommunications retailers in the US. Currently managing a team of 10+ analysts, including onsite, local remote and intl' remotely-located staff.

Retail Recruiter

• Jan 2019 - Oct 2019

Recruiting of management and store staff, utilizing all sourcing methods, candidate qualification and screening, administrative data support and HR hiring partnership, while maintaining communication with hiring managers and company leadership.

Talent Development & Compliance Advisor

• Oct 2018 - Dec 2018

Worked in partnership with (up to 2) Regional Managers and their field staff (of 50+ associates) to insure adherence and compliance to company policies, KPIs and performance coaching and development, and inter-departmental support, as needed.

Quality Assurance Supervisor

• Sep 2017 - Jul 2018

Department lead (managing a team of 10+ quality analysts & trainees) and multi-site data reporting coordinator (4 sites), managing on-site quality performance for 11 LOBs, through inter-departmental coordination and analysis, as well as client relations management and close partnership with company account management.

Customer Service Coach

• Sep 2015 - Sep 2017

Performed process and customer experience oriented coaching, working with (up to 20+) associates to meet KPI's and adherence to company policies and standards as well as associate professional development.

Quality Assurance Analyst

• Jun 2012 - Sep 2015

Data and performance analyst, performing audits checks and service standard call analysis of up to 50+ associates across multiple departments, while maintaining strong client communication and relationship.

Quality Analyst Trainee

• Sep 2011 - Jun 2012

On site developmental trainee, working towards becoming an official quality analyst, while performing official duties and maintaining performance metrics on goal.

Customer Service Representative

• Jun 2011 - Sep 2011