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Work Background
VacasaQuality Assurance Specialist
Jan. 2020Develop a standard for quality evaluation to increase positive experiences across guest-facing communication channels, including phone, webchat/SMS, and email conversations.
Train agents, quality assurance specialists, and team leads to effectuate SOPs and develop agent tools to enable growth with multiple different BPOs
Design and conduct calibration sessions among quality team, guest experience team leads, and third party business partners to discuss evaluating and coaching areas of opportunities.
Participate in projects to train and review internal agent AI tools for accuracy and then acclimate agents and quality specialists on how to maximize our AI tools to improve service level efficiency.
Collaborate with team leads to establish and report on performance based measures to support data driven call trends week to week and month to month in order to facilitate the team lead’s agent coaching.
Review quality data as part of a feedback loop to find areas of opportunity to build and implement weekly spot training articles and videos.
Awarded a 2024 Individual Excellence Award
Oceana ResortsQuality Assurance Specialist
Jun. 2017 - Jan. 2020North Myrtle Beach, S.C.Auditing call compliance reports and reservations made by Reservation Sales Agents for accuracy and compliance while advising Management of identified trending areas of opportunity. Review reporting to ensure accurate reservation and lead information is provided to customers and assist with Coaching and Development of Reservation Sales Agents.
VacasaReservations Specialist
Feb. 2017 - Jun. 2017North Myrtle Beach, South Carolina• Responsible for handling reservations, inquiries and cancellations in an attentive, courteous and efficient manner, quoting available rates to maximize revenue according to Wyndham International standards.
• Provide ‘Count On Me’ superior customer experience for every potential guest.
Oceana ResortsReservations Specialist
Feb. 2017 - Jun. 2017North Myrtle Beach, South Carolina• Responsible for handling reservations, inquiries and cancellations in an attentive, courteous and efficient manner, quoting available rates to maximize revenue according to Wyndham International standards. • Provide ‘Count On Me’ superior customer experience for every potential guest.
Emerson EcologicsSenior Customer Support Associate
May. 2015 - Dec. 2016•Coaching and mentoring other team members in the areas of reliability, efficiency, quality and sales while responsible for handling normal, complex or escalated customer contacts.
•Monitor intra-day staff levels to ensure customer accessibility remains consistent by using time management techniques to optimize individual daily workflow.
•Triage customer questions and issues that require additional intra-departmental support and identifying and tracking customer contact trends.
Emerson EcologicsCustomer Support Specialist
Feb. 2015 - May. 2015• Processing account payments, credit card refunds and credit applications for terms accounts.
• Ensuring customer access to Emerson Ecologics by providing a high quality and efficient experience while improving sales.
• Providing first call resolution for account creations, credentialing and order complications.
• Serving as liaison for between customer support and student representatives helping to establish new accounts while ensuring efficient access to Emerson Ecologics services.
Emerson EcologicsCustomer Support Associate
Sep. 2013 - Feb. 2015• Ensured customer access to Emerson Ecologics by providing a high quality and efficient experience while improving sales.
• Provided first call resolution for account creations, credentialing and order complications.
• Served as liaison for between customer support and student representatives helping to establish new accounts while ensuring efficient access to Emerson Ecologics services.
Sears Holdings CorporationSales Associate
Aug. 2008 - Sep. 2013• Responsible for sales of lawn and garden equipment and home electronics based on stated customer need and budget while working on commission.
• Point of contact for other sales associates, acting as a mentor to facilitate successful product installations and purchase of protection plans.
Manchester West High School, N.H.Latin Teacher
Sep. 2006 - Jun. 2008• Taught 5 daily Latin language courses including Latin I through IV with readings in Caesar, Cicero, and Vergil for a total of 80-90 students annually.
• Incorporated ancient Mediterranean culture and research into all language courses.
• Developed and implemented programs to encourage student participation. • Advised the West High School Latin Club with 25 members.
• Promoted and managed student trips to New York, NY and Italy to further student engagement and understanding of ancient culture.
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