ASPEN DILLARD
Lancaster,SC
Summary
Results-driven Operations, Customer Experience, and Loss Prevention Leader with 7 years of leadership experience in high-volume service environments. Expertise in training and developing large teams while ensuring safety, compliance, and fraud detection. Proficient in incident documentation, asset protection, workforce planning, and KPI optimization, enhancing service quality and operational consistency through targeted coaching and training.
Overview
7
7
years of professional experience
Work History
Customer Support Supervisor
Enterprise Mobility
Charlotte, NC
11.2025 - Current
- Lead and develop a team of 15-20 agents handling high-volume inbound service calls.
- Manage escalations and model de-escalation best practices.
- Deliver structured training on policy compliance, incident documentation, escalation protocols, and customer verification.
- Maintain SQI 88-92%, exceeding corporate benchmarks while reducing AHT.
- Monitor KPIs, QA results, and customer feedback to drive performance improvements.
- Conduct QA reviews to identify risk trends, documentation gaps, and opportunities for retraining.
- Collaborate with leadership to address operational vulnerabilities and strengthen compliance.
- Oversaw quality performance of 3rd-party call center teams by auditing calls, monitoring KPIs, and ensuring alignment with internal service standards.
- Implemented Sierra AI by training the model on brand standards, workflows, and service expectations to ensure compliant, accurate interactions.
Reservation Sales Support Supervisor
Enterprise Mobility
Charlotte, NC
10.2023 - 11.2025
- Supervised 15-20 reservation agents handling bookings and travel-related needs.
- Elevated team from bottom-ranked to top-performing through structured coaching and KPI management.
- Reduced AHT while maintaining accuracy, compliance, and customer satisfaction.
- Developed targeted coaching plans based on QA trends and call metrics.
- Strengthened hiring quality by co-creating structured interview guides for compliance-sensitive roles.
- Conducted call reviews for 3rd-party support teams to ensure KPI compliance and service consistency.
- Collaborated with leadership to address performance gaps and reinforce policy adherence.
Branch Operations - Flagship Branch Manager
Enterprise Mobility
Charlotte, NC
10.2019 - 10.2023
- Directed operations for high-volume branch locations, including a flagship site.
- Managed staffing, scheduling, labor planning, and workflow efficiency.
- Implemented process improvements that enhanced efficiency, customer experience, and operational consistency.
- Oversaw loss prevention, asset protection, and safety protocols for multi-million-dollar vehicle inventory.
- Conducted daily audits of contracts, fleet records, and financial documentation to prevent fraud and ensure compliance.
- Strengthened partnerships with dealerships and body shops to increase business volume.
- Coached employees on sales, service, compliance, and performance expectations, resulting in multiple promotions.
- Ensured secure lot management through controlled access, vehicle tracking, and incident reporting.
Education
Bachelor of Arts - Criminal Justice
Belmont Abbey College
Belmont, NC05-2020
Skills
- Training compliance
- Incident documentation
- Policy compliance
- Escalation management
- KPI management
- Coaching and development
- Quality assurance practices
- Fraud prevention
- Safety and compliance
- Risk mitigation
- Process improvement
- Team management
- Workforce planning
- Cross-functional collaboration
- Operational security
- Change management
- Customer service excellence
- Service operations
- Customer relationship management
- Reporting and analytics
- Performance strategies
- Investigative support
- Escalation techniques
- Team leadership
- KPI enhancement
- Escalation techniques
- Quality assurance practices
Accomplishments
- Turned 9 out of 9 teams into top-performing units before promoting out.
- Maintained 88-92% SQI, outperforming the 83% corporate average while reducing AHT.
- Led teams handling 20,000-40,000 monthly calls with consistent quality and compliance.
- Promoted 21 employees through targeted development and strengths-based coaching.
- Created 'The Coaches Corner', a structured peer-mentoring program reinforcing policy adherence, documentation accuracy, and performance consistency.
- Co-developed structured interview guides to improve hiring quality for compliance-sensitive roles.
- Managed scheduling, forecasting, timecards, and labor planning for operational efficiency.
- Handled escalated customer issues using de-escalation, incident documentation, and solution-based communication.
Timeline
Customer Support Supervisor
Enterprise Mobility
11.2025 - Current
Reservation Sales Support Supervisor
Enterprise Mobility
10.2023 - 11.2025
Branch Operations - Flagship Branch Manager
Enterprise Mobility
10.2019 - 10.2023
Bachelor of Arts - Criminal Justice
Belmont Abbey College