Years of experience: 11
Call CenterCustomer Support RepresentativeCall Center SupervisorCall Center TrainerCustomer ServiceEducation
Trust Score
Exceptionally trusted; proven professional excellence.
Kayleta's Career Path
Sep. 2024 -Present
RXO, Inc.Quality Assurance Team Lead
Spearheaded 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 (S...
Aug. 2023 -Sep. 2024
Coyote LogisticsQuality Assurance Team Lead
Atlanta, 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 (S...
Aug. 2019 -Aug. 2023
Coyote LogisticsCustomer Care Team Lead
Atlanta, 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 develop...