Austin Golightly
Denver,CO
Summary
Experienced team leader with a proven track record in strategic planning, complaint resolution, and improving operational efficiency. Demonstrated success in leading the Chat team for Sephora, achieving top rankings among team leaders, and developing scheduling solutions to enhance team performance. Skilled in coaching, technical support, and maintaining high-quality metrics.
Overview
8
8
years of professional experience
Work History
Team Leader (NCAA Contact)
24-7 Intouch
Denver, CO
01.2020 - Current
- Work with agents to maintain weekly competitiveness in team's Key Performance Indicators.
- Coordinate with the client-partner to identify contact drivers, receive updates, and suggest improvements.
- Consistently achieved high performance metrics in Quality Assurance, Average Handle Time, and Survey Response Rate.
Team Leader (Sephora Contact)
24-7 Intouch
07.2018 - 01.2020
- Led a team to excel in Key Performance Indicators through effective coaching and strategic collaboration with client-partners.
- Pioneered the Chat team setup for Sephora, overseeing the recruitment and training of team members to achieve campaign success.
Real-Time Analyst
24-7 Intouch
07.2017 - 07.2018
- Oversaw agent phone usage and collaborated with team leads to address outliers.
- Implemented innovative scheduling solutions, including variable time off and overtime, to optimize operational efficiency and meet business needs.
Customer Service Representative
24-7 Intouch
10.2016 - 07.2017
- Resolved client inquiries through phone and email communication.
- Enhanced customer satisfaction by providing expert beauty consultations and resolving inquiries with a personal touch.
Education
Associate's degree - Liberal Arts
Des Moines Area Community College
Ankeny, IA01.2012
Skills
- Complaint resolution
- Coaching
- SOP adherence
- Strategic planning
- Budget management
- Employee training
- Technical support
- Conflict resolution
- Team management
- Customer service excellence
- Innovative process improvement
Leadership Experience
Quality leadership relies on 3 things: Example, Communication, and Connection. A leader must set the example for the team, communicate clear goals to the members, and connect with those members.
References
References available upon request.
Timeline
Team Leader (NCAA Contact)
24-7 Intouch
01.2020 - Current
Team Leader (Sephora Contact)
24-7 Intouch
07.2018 - 01.2020
Real-Time Analyst
24-7 Intouch
07.2017 - 07.2018
Customer Service Representative
24-7 Intouch
10.2016 - 07.2017
Associate's degree - Liberal Arts
Des Moines Area Community College