Goal-oriented Customer Experience and Quality Professional transitioning into an Equity, Inclusion and Diversity Advisor role after graduating with an organizational leadership degree. Diverse experience managing organizational initiatives, building interpersonal relationships, and working with senior leadership to improve organizational effectiveness. Accustomed to analyzing company needs and developing long-term solutions to meet personnel objectives.
Directs the administration of a speech analytics program that ensures quality standards are met and informs future business decisions. Gathers qualitative and quantitative data that leads to actionable business insights from speech analysis, customer and employee surveys, and manual quality reviews. Implements standardized quality and customer experience reporting that identifies operational risks and best practices, areas of improvement and strategies for future success. Informs senior leadership of necessary changes to employee engagement, processes and technology that meets internal and external needs. Leads the “Voice of the Customer” program to collect feedback from customers using surveys, social listening and other techniques to provide insights into organizational performance and customer needs.
Direct project through devising and executing speech analytics program to impact two analysts, 200 agents, and 18 coaches. Offer analytical insights based on agent quality, customer experience, and other key drivers to facilitate departmental and organizational initiatives. Utilize visual storytelling technique to disseminate information to vast audience through communicating results of speech analytics findings. Collaborate with leaders to recognize and prioritize high-value customer experience projects. Train and guide multiple cross-functional teams in providing excellent customer service and implementing best analytics practices.
Extended hand to coordinate recruitment expense reimbursement and relocation management for two recruiters. Supported recruiters through updating job opening on company website for 15 job requisitions. Performed multiple duties, such as sending offer letters and executing background screening, references, and processing new hire paperwork for 15-20 selected candidates weekly. Delivered list of selected top candidates to senior recruiter and hiring managers.
§ Liaised and interacted with cross-functional departments to fulfil staffing needs.
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