KEANIA GULLEY

• Revamped the Quality Assurance program by developing new QA rubrics, scorecards, and evaluation standards aligned with company values and CX goals. Established a data-driven QA framework that drove 73% of the team to exceed KPIs.
• Evaluated AI-assisted customer support workflows, including Siena and Agent Assist, by auditing response accuracy, policy adherence, brand voice, escalation logic, and customer outcomes. Identified opportunities to improve automation quality, knowledge resources, and AI-generated responses to ensure consistent, high-quality customer experiences.
• Redesigned the end-to-end onboarding program for the Customer Experience team, creating training curriculum, learning materials, onboarding schedules, and performance benchmarks to improve new hire readiness and long-term success.
• Conducted a comprehensive audit and overhaul of customer-facing communications, including macros, FAQs, and the Notion knowledge base, aligning content with brand voice while ensuring policies, processes, and support documentation remained accurate and up to date.

• Led the build-out of the Quality Assurance function from the ground up, owning readiness assessment, evaluation frameworks, and performance analytics that drove a 15-point lift in internal QA accuracy and improved resolution quality.
• Acted as senior escalation owner for high-severity, trust- and safety-sensitive cases, partnering with Product, Engineering, Legal, and Leadership to protect customer trust and platform integrity
• Redesigned CX SOPs, macros, and workflows to improve omnichannel consistency, reduce resolution friction, and enable faster onboarding and execution
• Developed crisis-response protocols for service disruptions, increasing resolution speed by 35% while maintaining brand alignment during high-visibility incidents

• Led cross-functional CX readiness initiatives to operationalize food-quality escalation frameworks, partnering with Product, Engineering, and Food Safety teams to support new product launches and regulatory compliance
• Built management capacity for first-time Team Leads across in-house and BPO teams by establishing QA infrastructure and coaching leaders on performance evaluation, feedback delivery, 1:1 execution, and corrective action planning
• Designed and led structured onboarding programs that reduced new-hire time-to-proficiency from 4 weeks to 2 weeks, improving workforce readiness during periods of rapid growth
• Partnered with BI and Data teams to surface operational trends and bottlenecks, informing prioritization of process improvements across the customer journey
• Developed crisis-response playbooks for inventory shortages, collaborating with Operations, Marketing, and Leadership to maintain customer trust and minimize churn

Training & Development Program Specialist (2022 – 2023)

• Led strategic CX initiatives including the launch of a Customer Advisory Board and Voice of the Customer program, translating insights into Product, Marketing, and Fulfillment roadmap decisions
• Partnered with third-party data and analytics teams on market research and competitive analysis, contributing insights that informed rebranding and go-to-market strategy
• Implemented the company’s first LMS and training ecosystem, reducing average handle time by 15% and improving CX readiness across in-house and BPO teams
• Created standardized response frameworks and enablement materials to support consistent execution across channels

Quality Assurance Lead (2020 – 2022)

• Established a robust QA program including comprehensive scorecards, real-time audits, and actionable coaching channels, leading to a 10% increase in CSAT and a 25% reduction in refund rates in 3 months
• Designed ticket tagging taxonomy and KPI dashboards in partnership with BI teams, transforming CX data into actionable insights for operational and strategic decision-making
• Expanded self-service tools and FAQs, reducing inbound contact volume by 12% while maintaining quality and customer satisfaction
• Established escalation pathways to leadership and legal teams for high-risk customer matters

Customer Experience Associate (2019 – 2020)

• Delivered 98%+ CSAT across email, chat, and phone channels while handling complex order, account, and product inquiries
• Partnered with R&D teams on product accuracy and nutritional data to improve customer-facing content and reduce avoidable contact drivers