Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Dacia Pryor

Glendale,AZ

Summary

A results-driven and high-performing leader with proven efficiencies Contact Center Support, Escalation Management, leading teams and streamlining processes to ensure world-class customer satisfaction

Overview

20
20
years of professional experience
1
1
Certification

Work History

Contact Center Supervisor

CommonSpirit Health
02.2016 - Current
  • Directed, coached and mentored team of 18 Support Services Specialists. specialists and surpassed individual and corporate goals.
  • Evaluate staff performance to ensure accuracy of SLA, CSAT, KPIs and other metrics are met or exceeded.
  • Played an instrumental role in creating standard operating procedures that optimized contact center workflows.
  • Collaborate with cross-functional departments to resolve complex customer issues and improve the overall customer experience.
  • Developed and implemented Service Recovery and Escalation Task Force to ensure high level customer experience/satisfaction.
  • Increased first call resolution rates by implementing best practices in problem-solving and communication techniques.
  • Support new technology implementations, leading change management efforts within the team for seamless adoption of new systems or processes.

Leave of Absence Analyst

CommonSpirit Health
09.2014 - 02.2016
  • Managed complex medical leaves, ensuring proper documentation and compliance with company policies and relevant laws.
  • Served as point of contact for employees seeking information about their leave options, providing knowledgeable assistance in navigating complex situations.
  • Educated managers on best practices for handling employee absences, fostering a more cohesive and understanding work environment.
  • Coordinated closely with benefits and payroll departments during extended leaves to maintain accurate coverage status for employees on leave.
  • Assisted in policy development for leaves of absence, ensuring alignment with legal requirements and best practices.
  • Conducted thorough audits of leave records to ensure accuracy and compliance with company policies and regulations.

HR Coordinator

Pacific Pulmonary Services
01.2005 - 01.2014
  • Acted as liaison between employees and management during periods of organizational change, providing guidance and support throughout the transition process.
  • Assisted in payroll processing, ensuring accurate compensation for all employees based on hours worked and applicable deductions.
  • Assisted with recruitment process by posting job ads, filtering applications, scheduling interviews, assisting in interview process and drafting offer letters.
  • Managed FMLA requests and ADA accommodations, maintaining compliance with federal guidelines while supporting employee wellbeing.
  • Handled employee inquiries and complaints regarding policy and benefits issues.

Education

Bachelor of Science - Business Management

Western Governors University
Salt Lake City, UT
05.2015

Skills

  • Contact Center/Shared Services
  • Management/Supervision
  • Professional Development
  • Employee engagement
  • Customer Satisfaction
  • Customer Retention
  • Escalation Management
  • Project Management
  • Data Comparison and Analysis
  • Process improvement
  • Quality Assurance
  • Compliance

Certification

Project Management

(CompTia Project +)



Timeline

Contact Center Supervisor

CommonSpirit Health
02.2016 - Current

Leave of Absence Analyst

CommonSpirit Health
09.2014 - 02.2016

HR Coordinator

Pacific Pulmonary Services
01.2005 - 01.2014

Bachelor of Science - Business Management

Western Governors University

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Dacia Pryor