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Work Background
Clipboard HealthHead of QA & Training - Marketplace Quality & Reliability
May. 2024United States
Clipboard HealthHead of QA - Marketplace Quality & Reliability
Mar. 2024 - May. 2024United States
Clipboard HealthHead of QA - Customer Support
Dec. 2023 - Mar. 2024United States
CFA InstituteCustomer Experience Marketing Manager
Mar. 2023 - Jun. 2023Email and website content and copywriting responsibilities for new product launch.
Collaborate with Global Contact Center team to develop and distribute new product talking points to customer support teams.
Created VOC dashboard across marketing and customer support customer listening tools to enable us to analyze customer impact data in a single view.
Build clear cross-functional timelines to manage all campaigns to ensure timely execution.
Assisted organizational leaders with maintaining test and learn roadmaps and A/B testing schedules.
Boundless ImmigrationManager of Customer Content
Feb. 2022 - Jan. 2023· Consolidated hundreds of existing help articles and documented SOPs for the content team.
· Improved FCR by 8.5% by closing customer communication gaps by overhauling the frontline's email, live chat, and phone scripts.
· Optimized Zendesk and HubSpot to enhance digital customer experience and allow for interactive feedback and live chat access on all landing pages.
· Revitalized training modules to simplify complex immigration processes that can be more easily digestible for trainees.
· Standardized flow of information across the organization by centralizing all relevant knowledge documents and customer communications in addition to any newly designed documents.
Bed Bath & BeyondDigital Communications Manager
Aug. 2020 - Jul. 2021Union County, New Jersey, United States· Maintained internal and external Help Center with a team of four analysts, who cultivated strong relationships with key stakeholders to ensure cooperation.
· Developed workflows for critical processes, reducing AHT by an average of 30 seconds and improving CSAT scores by 13 percentage points.
· Designed process and culture-driven training modules and facilitated new hire, quality, and leadership skills training for new BPO partners.
· Developed external and internal communications strategies for key company initiatives such as the launch of Beyond+, Owned Brands, and Outsource partner onboarding and training plans.
Bed Bath & BeyondManager - Voice of the Customer
Nov. 2017 - Aug. 2020Union, New Jersey· Created and implemented a standardized executive dashboard for 360 views of the store and online experiences by leveraging API technology.
· Drove drastic changes to return policy and online returns experience through VOC analytics, decreasing refund and returns volume by 12% within 60 days.
· Slashed operational costs by 20% by consolidating the number of applications we utilize for Quality, VOC, and coaching tools. · Managed API for VOC tool to facilitate a 360 view for all VOC KPIs across Omni channel enterprise.
· Led and mentored a remote team of analysts across four contact centers charged with finding creative solutions to performance issues and obstacles.
Bed Bath & BeyondQuality Assurance Manager
Mar. 2015 - Mar. 2017Union, New JerseyCreated and updated all training documentation for CX Quality policies, procedures, coaching, development, and performance metrics. Inspected products for defects or flaws that could negatively impact the customer experience. Conducted audits to assess compliance with company policies and industry regulations. • Championed establishment of a highly successful Quality Assurance program and its related training, overseeing all follow-ups for frontline representatives and leaders across four sites.
• Implemented comprehensive soft skills and de-escalation training for frontline staff, leading to a remarkable reduction of almost 25% in escalations.
• Engineered and executed leadership training in conflict resolution and coaching for performance skills, driving 45% decrease in attrition rates across the contact center.
Bed Bath & BeyondCustomer Service Support Manager
Nov. 2013 - Mar. 2015Spearheaded innovative recruitment and hiring strategies yielding higher quality candidates and reduced turnover rates. Advocated establishment of standardized performance criteria for frontline leaders. Developed and implemented comprehensive training programs for team leaders focused on enhancing soft skills, sales techniques, and communication proficiency. • Conducted customer support training sessions for over 500 employees, including bilingual staff, emphasizing best practices and effective communication.
• Successfully resolved high-priority client escalations and Better Business Bureau complaints with 96% resolution rate within 18-month timeframe.
Warner CableCustomer Service Supervisor
Jan. 2007 - Oct. 2013Staten Island, New York, United States· Exceed departmental sales and quality goals through effective coaching and development.
· Onboarded newly hired customer service representatives, providing technical support training in addition to skills learned in the classroom.
· Reduced attrition by working closely with Human Resources and Training leaders to ensure agent success during the 90-day review period.
· Developed strong relationships with Tech ops to ensure technical support efficiency for the customer support team, leading mandatory field training for all CSRs.
Warner CableSenior Quality Assurance Analyst
Apr. 2005 - Jan. 2007· Review and analyze interactions between CSRs and customers, ensuring compliance and adherence to organizational policies and procedures.
· Provided enhanced training and coaching to frontline employees struggling with various performance areas, including sales.
· Designed training modules and facilitated training sessions for newly launched Service Agreements/Contracts.
· Served as liaison between local customer support teams and outsourced partners under the direction of the Customer Support VP.
Warner CableCustomer Service Representative
Jan. 2002 - Apr. 2005Staten Island, New York, United StatesI· Acted as new hire mentor, providing hands-on training to newly onboarded CSRs
· Exceeded sales and overall performance goals, establishing myself as a top-performing CSR and go-to for other CSRs.
· Provided floor support during major billing applications conversion, telephone system conversion, and the launches of DVR service and VoIP services.
· Successfully handled FCC complaints and Better Business Bureau inquiries pertaining to high-touch customers.
Time Warner CableCustomer Support Supervisor
Jan. 2002 - Oct. 2013Staten Island, New York, United StatesResponsible for continuous training of newly hired customer service representatives.
Lead a team of 20-45 sales representatives, reaching sales yield goals month after month.
Served as liaison between Quality &Training team and the contact center.
Conducted training across multiple sites during new product launches and initiatives
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