Keeli Wilder
Mesa,AZ
Summary
Quality Operations Specialist skilled in optimizing assurance processes and leading cross-functional teams to achieve organizational KPIs. Analyzes operational data to drive targeted improvements in efficiency and customer satisfaction—proven track record in establishing quality metrics and fostering a culture of continuous improvement within the organization.
Overview
12
12
years of professional experience
Work History
Quality Operations Specialist II
Turo, Inc.
Phoenix, AZ
05.2022 - Current
- Streamlined quality assurance processes, enhancing service reliability and customer satisfaction rates.
- Analyzed operational data to identify trends, enabling targeted interventions that improved efficiency and reduced error rates.
- Identified performance gaps and developed targeted improvement plans, aligning initiatives with organizational KPIs.
- Coordinated cross-functional teams to implement quality initiatives, enhancing collaboration and driving continuous improvement.
- Established a robust documentation system, including SOPs, quality newsletters, and FAQ bulletins across all LOBs.
- Developed quality metrics to support key operational performance goals for the organization.
- Facilitated workshops to improve team skills in customer service excellence and generated reports on key performance indicators.
- Collaborated with stakeholders and management to refine quality assessment criteria and implement effective assurance tools.
- Delegated work to staff, setting priorities and goals, including overseeing a team of 52 BPO quality analysts and 7 BPO Quality Supervisors
Quality Improvement Specialist
Turo, Inc.
Phoenix
05.2021 - 04.2022
- Evaluated 150-200 multi-channel interactions monthly for 20-22 agents to ensure quality standards.
- Analyzed multi-channel interactions for accuracy, clarity, tone, and professionalism.
- Facilitated biweekly calibration sessions with 2 internal operations support teams and 5 external BPO QA orgs to align skills and improve performance.
- Partnered with training, vendor management, and marketplace support to streamline process enhancements.
- Investigated customer feedback trends to formulate targeted improvement strategies
- Assisted in training junior QA analysts on best practices and methodologies.
Senior Customer Support Executive
Turo, Inc.
Phoenix
03.2020 - 05.2021
- Resolved complex customer inquiries through effective communication and problem-solving skills.
- Trained new representatives on company policies and customer engagement techniques.
- Tracked customer issues and worked closely with relevant teams to resolve them quickly.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Analyzed customer feedback surveys and implemented changes accordingly.
- Partnered with stakeholders to create strategies that improved responsiveness to customer needs.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Designed customer engagement strategies that strengthened loyalty and retention initiatives.
- Collaborated with senior leadership to resolve disciplinary issues, enhancing team cohesion and effectiveness.
- Trained new employees on company customer service policies and service level standards.
Customer Service Coach
AT&T Services
Mesa
08.2014 - 02.2020
- Implemented targeted training programs that significantly improved service quality and reduced handling times.
- Guided 20 representatives in software utilization, improving service quality and efficiency.
- Mentored diverse team of customer service representatives, fostering collaboration and improving morale.
- Resolved escalated complaints, strengthening customer trust and loyalty.
- Analyzed feedback to refine processes, enhancing customer satisfaction.
- Audited calls for compliance, ensuring adherence to high standards and accuracy.
- Created performance reports tracking metrics such as average handle time and resolution rate to inform coaching efforts.
- Conducted one-on-one sessions with agents to clarify roles and enhance accountability.
Education
High school Diploma -
Palo Verde High school
Blythe, CA06-2009
Skills
- Quality Metrics
- KPI Development
- Team collaboration
- Data Analysis
- Project Management
- Customer quality assurance
- Documentation Management
- Team collaboration
- Leadership development
- Team collaboration
Websites
Personal Information
Title: QA Operations Specialist II
Timeline
Quality Operations Specialist II
Turo, Inc.
05.2022 - Current
Quality Improvement Specialist
Turo, Inc.
05.2021 - 04.2022
Senior Customer Support Executive
Turo, Inc.
03.2020 - 05.2021
Customer Service Coach
AT&T Services
08.2014 - 02.2020
High school Diploma -
Palo Verde High school