Summary
Overview
Work History
Education
Skills
Accomplishments
Volunteer Experience
References
Timeline
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Emily Linn

Emily Linn

Richmond,VA

Summary

Graduate of Lee University with a degree in Liberal Arts who has been fortunate to have the opportunity to live in other countries (France, Scotland, and South Korea), learn the value of diversity, and gain valuable skills. I gained leadership skills by working with youth and managing as a team leader. I thrive at pleasing the customer, I learn systems quickly, and I have advanced quickly.

Experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with a proven commitment to employee training. Hardworking team player bringing the necessary experience and knowledge to tackle any operational demand.

Overview

6
6
years of professional experience

Work History

Team Lead (Quality Assurance Specialist)

Mood
09.2023 - Current
  • Part of the first in-house new hire cohort in charge of getting the Customer Service department ready for in-house launch and helped onboard five agent start groups
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Helped to create Quality Assurance (QA) rubric, Kaizo QA SOP, Macros for customer outreach, and multiple knowledge base (KB) articles
  • Answered customer reviews and helped with post-migration issues once we upgraded our system.

Team Lead (Supervisor)

Warby Parker
07.2019 - 08.2023
  • Started as a Level I advisor and was promoted to Level II in February 2020
  • Started as a Mentor and Prescription Check (App) Expert in September 2020
  • Promoted to Support Lead in October 2020 and Team Lead in February 2021
  • Led a team of Customer Experience Advisors, ensured above-and-beyond customer service, monitored daily interactions, reviewed performance, contributed ideas for improvement, and mastered internal order management system.

Adjustment Representative

Lifeway
07.2018 - 07.2019
  • Started as a temporary employee and was hired full-time
  • Promoted to escalation representative
  • More experience available upon request.

Education

Bachelor of Arts, Liberal Studies -

Lee University
Cleveland, TN
12.2016

Skills

  • Quality Control
  • Service Level Agreements
  • Process Improvement
  • Data Analysis
  • Process Analysis
  • Trend tracking
  • Problem-Solving
  • Teamwork and Collaboration
  • Attention to Detail

Accomplishments

  • Warby Parker, Gladly task formatting, I took part in office hours and focus groups with the Gladly team to explain what we need to truly make tasks optimal for our team across the board. I had meetings throughout the first half of 2021 and by February 2022, we were able to format our tasks to be more clear and efficient for the team.
  • Warby Parker, Creation of a Night Shift (NS) closing doc, A majority of my time in management at Warby Parker I was on the Night Shift (12:30pm - 9pm CST). I set up a form to accurately track closing times for NS leads to make sure that all shifts were equitable in the amount of time each one worked.
  • Lifeway, Implementation of seasonal ordering spreadsheet, I implemented a spreadsheet of our seasonal ordering sheet to make it more efficient and easier to place orders for the customers calling in for our products.

Volunteer Experience

  • FUGE camp, Youth Leader, 2012, 2017
  • Contributor Volunteer, Newspaper to help homeless gain income, 2012, 2017
  • Cheekwood, Easter egg hunt volunteer, 2019
  • Hands On Nashville, COVID Vaccination Rollout volunteer, 2021
  • Opportunity Village, Career fair backpack assembly and remote cleaning volunteer, 2022

References

  • Ginell Narvaiz, 3 years, Las Vegas, NV, (989) 225-5994
  • Eddie Mason, 3 years, Las Vegas, NV, (706) 781-4266

Timeline

Team Lead (Quality Assurance Specialist)

Mood
09.2023 - Current

Team Lead (Supervisor)

Warby Parker
07.2019 - 08.2023

Adjustment Representative

Lifeway
07.2018 - 07.2019

Bachelor of Arts, Liberal Studies -

Lee University
Emily Linn