Ianna Dailey

Real Time Associate (Nov. 2022-present)

• Ensured call center employees are actively contributing to the assigned queues.
  
• Monitored schedules and workforce software trends to inform leaders when phone time is over the established threshold and identify employee(s) out of adherence.
  
• Communicated adherence deviation(s) to site leadership to address efforts on improving adherence.
  
• Created reporting on absenteeism and another shrinkage for operations leaders and workforce personnel.
  
• Oversaw and facilitated select On-the-Job Training classes for new hires.
  
• Worked varied hours to meet seasonal and business needs.
  

Escalations Associate (July 2021-Nov. 2022)

• Handled escalated transfers and processed tickets when necessary for resolution.
  
• Allowed customers to voice complaints and frustrations while offering solutions and utilizing de-escalation techniques.
  
• Assisted other agents with locating necessary information to resolve customer inquiries. Conducted up-training courses for refreshers and new procedures for current staff.
  

Customer Experience Associate (Oct. 2020-July 2021)

• Determined the needs of customers and effectively responded by researching, locating, and relaying the correct information.
  
• Greeted high volume of inbound calls in a timely manner while addressing customer concerns with empathy and patience.
  
• Provided troubleshooting for technical errors encountered when using client app or website.
  

• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Maintained a clean, sanitized, and well organized guest area and working environment.
• Processed guest tickets, scheduled appointments and maintained salon appointment calendar.
• Ensured guest satisfaction by communicating and resolving any customer questions, concerns or complaints.
• Maintained continuous knowledge of all products, services and monthly marketing.
• Maintained digital and hard-copy filing systems, accounts and guest records.

• Welcomed guests on arrival, displaying professional and friendly approach.
  
• Collaborated with stylists to handle guest requirements from check-in through check-out.
• Oversaw fast-paced front desk operations and guests' needs at busy facility.
• Took reservations over phone and through email, recording guest information in computer system and verifying details.
• Maintained continuous knowledge of all products, services and monthly marketing.
• Maintained a clean, sanitized, and well organized guest area and work environment.
• Beta tested and onboarded AURA Salon Software; trained stylists and other staff in software.

• Designed & managed the following: website, digital content, promotional e-blasts, box artwork, marketing materials, and web graphics.
• Curated, sourced, and negotiated products according to unique monthly themes.
• Oversaw customer support, product shipment, marketing partnerships, and online listings.

• Supervised all customer service interactions and front office personnel.
  
• Created, maintained and updated filing systems for paper and electronic documents. Improved staffing during busy periods by creating employee schedules for retail location and monitoring call-outs.
  
• Screened applicant resumes and coordinated both phone and in-person interviews.
• Created, maintained and updated the company's first Employee Handbook.
• Facilitated training and onboarding for incoming office staff.
• Developed and maintained successful relationships with vendors, suppliers and contractors. Built long-term supplier relationships with vendors to establish quality and competitive pricing. Maintained complete documentation and records of all purchasing activities.
• Oversaw purchasing process from initiating requests to finalizing contracts to deliver smooth transaction.
• Researched and identified new suppliers and vendors.
• Developed and managed detailed product listings to ensure accuracy.
• Managed seller support requests and third party software interaction.