AMY MAYO
Lawrence,KS
Summary
Communications professional with comprehensive experience in creating impactful messaging in both private and public domains. Known for driving successful messaging through various mediums within qualitative, quantitative, and interpersonal frameworks. Dependable and adaptable, with strong skills in writing, editing, and public relations. Seeking to leverage these transferrable skills in new field, contributing to dynamic and collaborative work setting.
Overview
10
10
years of professional experience
Work History
Replacement Parts Associate
Wayfair
01.2023 - Current
- Onboarded to department Feedback Council after demonstrating ability to professionally communicate colleague concerns to leadership
- Embodied colleague feedback calling for greater apartment alignment by maintaining a 99% QA score
- Received up to X Customer Satisfaction surveys from DATE commenting on professional communication ability
- Sent an average of two ticket examples a week to managers for training opportunities if a peer's workflow was inconsistent with Standard Operating Procedure
- Won Employee of the Week for week of Dec. 22 for We Win Together with L2 specifically siting a dedication to department alignment
- Liaise with Supplier Relationship Managers directly to escalate training opportunities for suppliers consistently working outside of Standard Operating Procedure
- Facilitated cross-department communication with Customer Service Outreach to identify and resolve overlapping workflow
Case Service Outreach
Wayfair
06.2023 - 01.2024
- Maintained 99th percentile for outbound phone calls made on team by averaging seven outbound customer calls per day
- Performed in top 10% of department throughout tenure
- Exceeded productivity expectations by 75% per day.
- Routinely closed on average 25-30 tickets per day, exceeding 15 tickets closed per day baseline.
- Entered customer interaction summaries in ticketing system to track requests, document problems, record solutions offered, and follow up as needed
- Participated in Lost in Transit Pilot to track and preemptively identify at-risk shipments
Frontline Customer Outreach Team
Wayfair
10.2021 - 06.2022
- Maintained relationships with suppliers through liaising supplier concerns to customers to resolve order discrepancies or unclear order information.
- Coached and cross-trained three teammates to share best practices and verbiage and identify areas of opportunity to improve customer interactions and overall metric performance.
- Spearheaded department alignment by writing templates for all customer, supplier, and internal team communications to be published to InfoHub for department reference
- Became department top performer by the end of Q4 Dec. 2022.
- Maintained department top performer throughout tenure
Customer Service Consultant
Wayfair
10.2020 - 10.2021
- Gained in-depth understanding of company products, systems and policies to give customers expert support
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques
- Consistently a top three performer at the Bryan site and a top ten performer company-wide after February 2021
- Onboarded to the Peer Development Champion program by July 2021 to support the Training Department with new nesting cohorts
- Conducted data deep-dives highlighting key metrics to report information, determine trends, and identify methods for improving team and site-level performance.
English as a Second Language (ESL) Teacher
DaDaABC
08.2018 - 06.2020
- Teach English Language lessons through an online platform to 30 Chinese students aged 4 to 15.
- Enhance student performance by conceptualizing stimulating materials and promoting learning through interactive activities, including audio lingual dialogue and role play, storytelling, and vision boards.
- Provide detailed feedback to company headquarters and opened lines of communications with colleagues and administrators to improve instructional practice.
- Implement Total Physical Response throughout each class, a communicative and interactive approach which boosted student confidence.
- Adapt teaching materials while focusing on improving students’ grammar, phonetic pronunciation, spelling, and reading skills.
English as Second Language Academic Article Editor
Freelance
09.2017 - 09.2018
- Edited English as a Second Language academic research articles written by Jordanian university professors for Peer Review and publish.
- Ensured accuracy and attention to detail when modifying, expanding, or condensing content to enhance text quality while assessing syntax, grammar, and punctuation.
- Improved reader engagement with compelling and well-structured content.
- Ensured clarity and coherence in writing by collaborating with authors.
Research Analyst Intern
Council on American-Islamic Relations
01.2015 - 01.2017
- Collaborated with undergraduate independent research advisors to design and develop the first demographic survey of the Muslim population in Dallas Fort-Worth, Texas
- Kept track of and delegated tasks to no less than eight volunteer participants to administer and collect demographic surveys at thirteen mosques in Dallas Fort-Worth
- Distributed no less than 3,500 surveys with a 20% response rate
- Used Google Suite and Microsoft Office for quantitative survey data gathering, entry, and validation to check information accuracy and integrity while independently locating and correcting errors
- Organized and delivered participant-informed consent waivers and research scope documentation for no less than three focus groups and 40 qualitative interviews with seven general informants and two key informants
- Wrote post-interview transcriptions and summaries via computer to highlight key points, code trends, identify follow-up questions, and plan next steps
- Gathered, corrected, and compiled research data to create high-quality messaging in the form of representative graphs, charts, and written reports to highlight results for board members to convey to internal and external stakeholders
- Identified relevant literature and academic articles to summarize and discuss with undergraduate independent study advisors for comprehension, feedback, and improvement
Education
Bachelor of Arts - Anthropology
University of North Texas
Denton, TX05.2016
Skills
- Qualitative & Quantitative Research
- Qualitative & Quantitative Analysis
- Proofreading and Editing
- Results Summarization
- Report Writing
- Narrative Building & Storytelling
- Microsoft Office
- Google Suite
- Coaching and Development of Peers
- Survey Creation Development
- Transcribing, 90 WPM with 97% accuracy
Timeline
Case Service Outreach
Wayfair
06.2023 - 01.2024
Replacement Parts Associate
Wayfair
01.2023 - Current
Frontline Customer Outreach Team
Wayfair
10.2021 - 06.2022
Customer Service Consultant
Wayfair
10.2020 - 10.2021
English as a Second Language (ESL) Teacher
DaDaABC
08.2018 - 06.2020
English as Second Language Academic Article Editor
Freelance
09.2017 - 09.2018
Research Analyst Intern
Council on American-Islamic Relations
01.2015 - 01.2017
Bachelor of Arts - Anthropology
University of North Texas
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