Resume
Recent Professional Experience
2023-Present
Customer Service Supervisor
As a Customer Service Supervisor, I lead a dynamic team of 24 team partners at a contact center that manages approximately 250,000 inquiries annually. My responsibilities include analyzing team performance to identify areas for improvement, providing coaching and training to enhance our service quality, and offering support to various locations across the US. I am dedicated to fostering a collaborative environment that prioritizes exceptional customer experiences and empowers my team excel in their roles.
2022-2023
Quality Assurance Specialist
As a Quality Assurance Specialist, I played a key role in implementing new contact center software for both my team and an off-site team. I developed and maintained a performance tracking system that drove performance identified trends. Additionally, I collaborated across functions to create an incentivized performance program, which led to improved service levels and a 15% reduction in labor costs.
2018-2022
Team Leader
As a team leader, I focused on streamlining onboarding processes to ensure a smooth transition for new team members. I effectively analyzed and resolved complex customer escalations, providing timely solutions to enhance customer satisfaction. Additionally, I developed and maintained standard operating procedures (SOPs) to standardize workflows, ultimately boosting team efficiency. My commitment to continuous improvement has been key in fostering a productive team environment.
Academic Background
2025-Present
WKU | Bachelor's Degree
I am currently balancing a full-time job while pursuing my Bachelor's degree in Business at Western Kentucky University (WKU). This challenging experience allows me to develop essential skills in management, marketing, and finance, all while gaining practical from my work environment. I am committed to managing my time effectively to ensure success in both my professional and academic pursuits This journey is shaping me into a well-rounded ready to contribute to the business community.
2021-2024
OCTC | AAS
I am proud to have earned my associate's degree from OCTC while working full time. This experience was challenging yet rewarding, significantly contributing to my personal and professional growth. I believe this dedication showcases my ability to manage multiple responsibilities and my commitment to continuous learning.
Leadership Philosophy
My role as a leader is to develop people, build efficient systems and make data-driven decisions that solve root causes. I strive to create an environment where employees are equipped to succeed, customers receive exceptional service and continuous improvement becomes part of the culture.