Summary
Overview
Work History
Education
Skills
Websites
Certification
References
Work Availability
Software
Work Preference
Languages
Quote
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Hi, I’m

Keeli Wilder

Chandler,AZ
Keeli Wilder

Summary

Quality Management expert with over 8 years of experience, excels in data-driven quality assurance and customer satisfaction enhancements. Possessing strong skills in information organization, data analysis, and continuous process improvement. Made significant impact in previous roles by streamlining processes, enhancing cross-functional collaboration, and improving access to key knowledge assets. Recognized for ability to develop effective strategies that foster an environment of continuous learning and improvement.

Overview

10
years of professional experience
5
Certification

Work History

Turo
Phoenix, AZ

Quality Specialist II
05.2022 - Current

Job overview

  • Dedicated to continuous improvement and innovation in customer service practices
  • Performed quality assurance checks on documents uploaded into the knowledge-base system.
  • Assessed existing knowledge management systems for effectiveness and potential improvements.
  • Collaborated with internal teams to develop processes for capturing best practices across departments.
  • Performed root cause analysis using data collected from various sources including surveys, Ad-Hoc audits, and focus groups.
  • Identified process gaps that impact overall call quality assurance objectives.
  • Assisted in developing team goals related to improving overall call quality scores.
  • Analyzed multi-channel interactions for accuracy, clarity, tone of voice, and professionalism.
  • Provided guidance on best practices for handling customer inquiries effectively over the phone.
  • Collaborated closely with other departments such as Training, Vendor Management, and Marketplace support to identify opportunities for improvement in processes and procedures related to customer and agent experience.
  • Performed 150–200 evaluations of multi-channel interactions for 20–22 agents per month
  • Oversaw biweekly calibration sessions with internal and external BPO teams to identify skill and process misalignment.

Turo
Phoenix, AZ

Executive Support Specialist
03.2020 - 05.2022

Job overview

  • Executed special projects as directed by Senior Management Team.
  • Conducted customer service training for new hires.
  • Provided world-class support to customers via phone and email.
  • Collaborated with other departments such as Host Success, Marketing, and Engineering Support to ensure customer issues were resolved.
  • Ensured compliance with applicable laws and regulations related to customer service.
  • Monitored customer feedback surveys to identify areas of improvement.
  • Resolved escalated customer complaints promptly.
  • Audited customer account information to identify issues and develop solutions.
  • Handled difficult situations with tact, diplomacy, and professionalism.
  • Managed multiple projects simultaneously while adhering to tight deadlines.
  • Assisted in developing training plans for new hires and existing employees.

AT&T Services
Mesa

Customer Service Coach
08.2014 - 02.2020

Job overview

  • Monitored service metrics to ensure adherence to quality standards
  • Trained new employees on the use of relevant software systems related to their job duties.
  • Provided coaching and feedback to 15-20 customer service representatives daily.
  • Conducted one-on-one sessions with 15-20 customer service representatives to review job duties and responsibilities.
  • Created and analyzed reports to track agent performance metrics such as average handle time, and resolution rate.
  • Audited customer service calls for accuracy and compliance with company standards.
  • Actively participated in weekly team meetings to discuss challenges faced by the department.
  • Analyzed customer feedback surveys to identify areas of improvement in customer service processes.
  • Developed and maintained strong relationships with customers through exceptional service and communication.
  • Implemented effective strategies for resolving escalated complaints from customers.

Education

Palo Verde High school, Blythe

Diploma
06.2009

University Overview

Skills

  • Problem Solving
  • Quality Assurance
  • Performance monitoring
  • Customer Satisfaction
  • Leadership Development
  • Strong analytical skills
  • Multitasking
  • Business process improvement

Websites

Certification

  • Customer Service: Knowledge Management - LinkedIn Learnings
  • COPC Best Practices for Quality Management - COPC
  • Quality management for Operational Excellence - LinkedIn Learning
  • Six Sigma Foundations - LinkedIn Learning
  • Root Cause Analysis - LinkedIn Learning

References

References
References available upon request.
Availability
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Software

Kustomer

Zendesk

Tableau

Looker

Playvox

Maestro QA

Work Preference

Work Type

Full Time

Location Preference

RemoteHybrid

Important To Me

Work-life balanceCareer advancementHealthcare benefitsWork from home optionCompany CulturePaid time off401k match

Languages

English
Native language

Quote

It is never too late to be what you might have been.
George Eliot

Interests

Crocheting

Music

Reading (Sci-Fi)

Motherhood

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Keeli Wilder