Summary
Overview
Work History
Education
Skills
Timeline
Carolyn Barclay

Carolyn Barclay

Beavercreek,US

Summary

An experienced professional with a background in team leadership, knowledge management, and training, specializing in driving performance improvement and operational efficiency. At Foundever, led a team responsible for managing a knowledge base with over 1,000 articles, improving productivity and QA scores through the development of targeted training materials. Skilled in project planning, process updates, and internal communications, with a strong focus on aligning knowledge resources with quality standards. Additionally, managed a team of 20 seasonal customer service agents, consistently meeting service level targets through coaching and performance reviews. As a Flex Learning Apprentice, facilitated training for over 80 agents, achieving top KPIs across the department. Formerly a Clinical Registered Nurse, bringing a detail-oriented and solutions-driven approach to managing critical situations and processes.

Overview

10
10
years of professional experience

Work History

Knowledge Base Management

Foundever
02.2023 - Current
  • Manage team responsible for maintaining internal Knowledge Base with over 1000 articles
  • Increase productivity and QA scores by developing targeted reference and training materials to close skill gaps identified through knowledge audits
  • Act as Subject Matter Expert to create and review training courses in conjunction with Instructional Designers
  • Draft and oversee internal communications and announcements
  • Develop and plan strategy and timeline for rolling out new process updates
  • Calibrate with Quality Assurance team to ensure knowledge base resources support scoring expectations

Coach Growth Point

Foundever
11.2022 - 02.2023
  • Managed team of 20 seasonal customer service agents
  • Determined quality assurance benchmarks and set standards for improvement
  • Led weekly team meetings to review performance, set targets and motivate staff
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Consistently achieved service level targets by maintaining focus on call handling time, schedule adherence, and overall customer satisfaction scores.
  • Administered disciplinary action for absenteeism and policy violations based on company corrective action matrix

Flex Learning Apprentice

Foundever
05.2022 - 11.2022
  • Facilitated training classes of 25-30 learners
  • Personally trained 80 new agents for seasonal training ramp up
  • Monitored learning module progress to ensure timely completion
  • Debriefed learning concepts and guided discussions
  • Troubleshoot technology problems and eliminate barriers to agents taking contacts
  • Provide coaching based on reviewing contacts with customers
  • Graduates from training classes consistently achieved the highest KPIs compared to other trainers

Customer Care Specialist - Bath & Body Works

Lbrands
09.2020 - 05.2022
  • Handled inbound calls from customers with online order issues and general brand and product concerns
  • Replaced and refunded items based on customer needs and warehouse availability
  • Employed creative solutions for maintaining customer loyalty and troubleshooting technical limitations
  • Handled supervisor calls and escalated contacts from complex cases and emotionally charged customers
  • Responded to and resolved complaints reported to the Better Business Bureau
  • Acted as Tier 2 support to other customer care agents

Seasonal Learning & Development Training Producer

Lbrands
07.2021 - 11.2021
  • Was the sole producer and ran the training live sessions for all 300 new Bath and Body Works phone associates for the fall/winter season
  • Reviewed independent learning material with new associates and facilitated Q&A sessions over teleconferences
  • Identified and documented necessary updates and changes in the current learning materials
  • Live-monitored telephone contacts as necessary to help identify and resolve associates experiencing atypical struggles
  • Calibrated with Brand Assurance performed both contact scoring and live monitoring between training sessions

Clinical Registered Nurse (Neuroscience ICU)

Premier Health Miami Valley Hospital
07.2018 - 01.2020
  • Assessed and treated critically ill neuroscience and medical patients in a 36-bed unit
  • Created and updated care plans, documented medication administration and monitored trends in patient data within Epic electronic health records system
  • Collaborated with other healthcare professionals to synthesize and execute plans of care based on known data
  • Prioritized tasks and interventions using critical thinking while employing proper time management

Academic Volunteer Coordinator

Centerville City Schools
09.2014 - 06.2016
  • Screened potential parent and community volunteers for placement
  • Created and maintained database of volunteers for applicable skills and abilities
  • Worked with teachers to develop criteria for volunteer placements and oversaw scheduling
  • Analyzed volunteer hours worked and demographics of students served to report to district

Education

Bachelor of Arts - Professional Studies

University of Cincinnati, Cincinnati, OH
05.2026

Associate of Applied Science - Nursing

Sinclair Community College, Dayton, Ohio
05.2018

Skills

  • Knowledge Base Management
  • Zendesk Guide, Support, and Explore Reporting
  • Standard Operating Procedure Development
  • Microsoft Excel (including statistical analysis)
  • Cross-Functional Teamwork
  • Kronos Timecard Management
  • Demandware/Salesforce Order Placement and Management
  • TikTok Shop Seller Portal
  • Adobe Connect
  • Quality Assurance Scoring and Calibration

Timeline

Knowledge Base Management - Foundever
02.2023 - Current
Coach Growth Point - Foundever
11.2022 - 02.2023
Flex Learning Apprentice - Foundever
05.2022 - 11.2022
Seasonal Learning & Development Training Producer - Lbrands
07.2021 - 11.2021
Customer Care Specialist - Bath & Body Works - Lbrands
09.2020 - 05.2022
Clinical Registered Nurse (Neuroscience ICU) - Premier Health Miami Valley Hospital
07.2018 - 01.2020
Academic Volunteer Coordinator - Centerville City Schools
09.2014 - 06.2016
University of Cincinnati - Bachelor of Arts, Professional Studies
Sinclair Community College - Associate of Applied Science, Nursing
Carolyn Barclay