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Work Background
RXO, Inc.Quality Assurance Team Lead
Sep. 2024Spearheaded the creation of the Quality Assurance Department for Customer Care, scaling the team from 1 to 5 Analysts.
Designed and implemented comprehensive scorecards to assess and enhance agent performance.
Developed a daily analyst tracker to streamline task management to completion according to the due dates assigned to each month.
Authored and maintained Standard Operating Procedures (SOPS) for the department.
Managed and updated all Quality Assurance documents and resources in Quality SharePoint as a SME in Excel, to ensure seamless access and version control.
Trained, coached, and mentored team leads and agents through one-on-one sessions, driving continuous improvement.
Created and led onboarding training programs for new Quality Analysts, equipping them with essential skills and knowledge.
Regularly provided feedback to agents and leads, promoting high-quality customer interactions and process adherence.
Collaborated cross-functionally with leadership to align Quality Assurance goals with organizational objectives.
Analyze call recordings for protocol adherence and customer service quality, identifying trends and areas for improvement in agent performance. Review agent documentation to ensure streamlined, uniform protocols in the Customer Care department.
Drive continuous improvement in call quality and customer satisfaction through rigorous evaluation of protocol adherence and service standards.
Facilitate weekly meetings to discuss agent performance, fostering a culture of continuous improvement and recognition within the Customer Care department.
Spearhead development of new Quality Assurance strategies, driving measurable enhancements in agent performance and customer satisfaction.
Collaborated closely with the Senior Manager on key decision-making processes, ensuring alignment with department goals and company objectives.
Coyote LogisticsQuality Assurance Team Lead
Aug. 2023 - Sep. 2024Atlanta, Georgia, United StatesSpearheaded the creation of the Quality Assurance Department for Customer Care, scaling the team from 1 to 5 Analysts.
Designed and implemented comprehensive scorecards to assess and enhance agent performance.
Developed a daily analyst tracker to streamline task management to completion according to the due dates assigned to each month.
Authored and maintained Standard Operating Procedures (SOPS) for the department.
Managed and updated all Quality Assurance documents and resources in Quality SharePoint as a SME in Excel, to ensure seamless access and version control.
Trained, coached, and mentored team leads and agents through one-on-one sessions, driving continuous improvement.
Created and led onboarding training programs for new Quality Analysts, equipping them with essential skills and knowledge.
Regularly provided feedback to agents and leads, promoting high-quality customer interactions and process adherence.
Collaborated cross-functionally with leadership to align Quality Assurance goals with organizational objectives.
Analyze call recordings for protocol adherence and customer service quality, identifying trends and areas for improvement in agent performance. Review agent documentation to ensure streamlined, uniform protocols in the Customer Care department.
Drive continuous improvement in call quality and customer satisfaction through rigorous evaluation of protocol adherence and service standards.
Facilitate weekly meetings to discuss agent performance, fostering a culture of continuous improvement and recognition within the Customer Care department.
Spearhead development of new Quality Assurance strategies, driving measurable enhancements in agent performance and customer satisfaction.
Collaborated closely with the Senior Manager on key decision-making processes, ensuring alignment with department goals and company objectives.
Coyote LogisticsCustomer Care Team Lead
Aug. 2019 - Aug. 2023Atlanta, Georgia, United StatesEvaluate employee's performance, provide hands-on training, and mentor employees with inadequate efficiency.
Create training material that has improved productivity.
Delegate assignments to employees, monitor progress to completion.
Manage schedules, regulate PTO requests, and secure OT opportunities.
Conduct employee meetings to assess performance and construct plans for professional development.
Edify employees of operational procedures and company services.
Strengthen customer retention by supervising employee performance and addressing problematic practices.
Coyote LogisticsCustomer Care Agent
Aug. 2018 - Aug. 2019Atlanta, Georgia, United StatesMeticulously tracked shipment progress, proactively identifying potential disruptions and coordinating with relevant teams to maintain smooth supply chain flow.
Devised streamlined methods for handling customer inquiries, enhancing response efficiency and contributing to improved overall service quality.
Managed high-volume call traffic, ensuring real-time system updates for shipment status. Proactively identified and resolved potential supply chain disruptions.
Coordinated comprehensive email correspondence, maintaining seamless communication across teams for timely transit updates and changes. Sent and received email correspondence to ensure all persons were made aware of any changes during transit.
South East TransportationDispatcher
Mar. 2014 - Aug. 2018Lilburn, Georgia, United StatesInvoice, filed, and prepared paperwork for payroll.
Politely answered calls on a multi-line phone system and made calls to ensure customer satisfaction.
Managed daily operations of a 6 driver fleet and their routes.
Handled cash & card information with discretion.
Reviewed court paperwork before processing for approval.
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