Guest Services Team Captain

• Feb 2021 - Present

Sr. Business Operations Analyst

• Apr 2021 - Present

Sr. Business Optimization Specialist

• Apr 2018 - Apr 2021

• Responsible for optimizing use cases during the life of the subscription to drive support engagement by developing business cases and overseeing projects to reduce costs goal into call center • Using various technologies, such as machine learning and natural language processing, to lower customer effort and customer support costs while mainlining high customer satisfaction• Work with technology teams to deploy solutions onto voice, chat and web channels• Manage relationships with Product and Engineering teams for user testing and evaluation of current products/processes

Self Service Manager

• Nov 2015 - Mar 2018

• Determine topic areas that could be improved by adding educational content and/or ability to self-serve through website, IVR or chat• Collaborate with internal groups for ideas and prioritization of self-help projects• Own drive implementation of recommended educational content and/or self-service tools• Monitor overall impact and effectiveness of system tools, applications and processes and make appropriate recommendations for improvement/replacementHighlights:• Revamped LifeLock Support site, increasing monthly pageviews from 8,500 to 400k in 18 months

Member Services/Member Operations/Social Media Manager

• Feb 2012 - Nov 2015

• Manage employees and the Member experience through multiple channels, including phone, email, social media and app support• Maintain relationships with internal partners to provide a World Class Experience to members• Use verbal and written communication skills to supply internal and external members with appropriate answers• Research and resolve escalated issues reported through multiple channels, including online, phone and through the Better Business Bureau• Provide agents with continuous communication to better the member experience• Identify areas of improvement for effectiveness of system tools/processes and make appropriate recommendations/updates• Responsible for evaluating team performance through effective coaching and development

Member Services Sr. Agent

• Jun 2008 - Feb 2012

• Enroll new members and inform potential members of LifeLock services• Assist existing members with updates to their accounts and answer identity theft questions• Provide agents with informed answers and tools to better assist members along with taking escalated calls• Identify areas of improvement in processes

Independent Beauty Consultant

• Mar 2005 - Present