Isaiah Bley
East Bethel,MN
Summary
Customer support and contact center professional with direct experience providing technical guidance, peer coaching, escalation support, and performance feedback in multi-line call environments. Strong background in data analysis, trend identification, and process improvement from both customer service and analytical roles. Skilled in conflict mediation, cross-functional communication, and supporting day-to-day operational efficiency. Seeking to support the Paid Leave Division by contributing to agent development, improving service quality, and enhancing the customer experience.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative II / Service Coordinator
HOM Furniture
10.2025 - Current
- Provide daily technical and procedural guidance to Customer Service Representatives handling inbound and outbound calls.
- Assist with escalations involving warranty issues, complex customer cases, and policy exceptions, ensuring resolution and supporting agent development.
- Coordinate service workflows, including vendor parts, technician scheduling, and follow-up communication.
- Approve overrides for returns, reimbursements, and exception handling beyond standard policy.
- Identify recurring service issues and communicate trends to supervisors to inform policy updates and process improvements.
Customer Service Representative I
HOM Furniture
05.2025 - 10.2025
- Managed high-volume inbound calls across a multi-line phone system regarding orders, service requests, scheduling, and product guidance.
- Resolved customer concerns through clear communication, documentation, and appropriate escalation.
- Maintained performance, quality, and service-level metrics in a fast-paced contact center.
- Delivered prompt service to prioritize customer needs.
CPS Global Program Analyst (Data & Program Analyst – VMI Programs)
Wurth Industries USA
08.2020 - 11.2023
- Analyzed performance data, customer usage trends, and operational metrics to optimize Vendor Managed Inventory (VMI) programs.
- Collaborated with internal and external stakeholders—including executives, program managers, supply chain teams, and customer contacts—to support program configuration and accuracy.
- Created recurring dashboards and reports in Excel to support decision-making and identify operational gaps.
- Provided recommendations that improved workflow accuracy, reduced costs, and mitigated errors across customer programs.
- Helped solve diverse program problems with in-depth analysis.
- Supported implementation teams with system configuration and refinement of VMI processes.
Material Handler (Key User – WMS Systems)
Wurth Industries USA
11.2017 - 08.2020
- Served as a key user for warehouse management systems, supporting staff with technical troubleshooting and procedural questions.
- Trained employees on updated processes and implemented improved receiving workflows.
- Participated in the safety committee and collaborated with cross-department teams.
Education
High School Diploma -
Homeschool
Minnesota01.2017
Skills
- Contact center operations and multi-line phone systems
- Coaching, mentoring, and escalation support
- Conflict mediation and resolution
- Performance analysis, trend identification, and contact-driver evaluation
- Reporting and data interpretation (Excel, SQL)
- Process improvement and workflow optimization
- Technical troubleshooting and user support
- Internal and external stakeholder communication
- Time management and task prioritization
Affiliations
- Eagle Scout – Boy Scouts of America
- Vigil Honor – Order of the Arrow
Certification
- Salesforce Certified Administrator (ADM-201) 2024 (current)
Timeline
Customer Service Representative II / Service Coordinator
HOM Furniture
10.2025 - Current
Customer Service Representative I
HOM Furniture
05.2025 - 10.2025
CPS Global Program Analyst (Data & Program Analyst – VMI Programs)
Wurth Industries USA
08.2020 - 11.2023
Material Handler (Key User – WMS Systems)
Wurth Industries USA
11.2017 - 08.2020
High School Diploma -
Homeschool
KEY QUALIFICATIONS
- Over one year providing lead-level support through escalation handling, procedural guidance, and supporting agent performance.
- Experience generating and analyzing data, including performance reviews, recurring dashboards, and contact-driver trends.
- Direct experience mediating conflicts between customers and agents, and assisting agents in navigating difficult interactions.
- History of working closely with internal supervisors, cross-department teams, external vendors, and customer contacts.
- Demonstrated ability to coach, mentor, and develop peers while promoting consistent service quality and operational alignment.