Leah Palmer
Herriman,UT
Summary
Dynamic Customer Service and Quality Assurance Leader with over 20 years of experience driving operational excellence in fast-paced, global environments. Proven track record in team leadership, strategic planning, process improvement, and performance management, complemented by more than 15 years in the BPO sector. Renowned for building high-performing teams that enhance customer satisfaction and deliver measurable cost savings through data-driven initiatives and quality frameworks. Committed to achieving results while adapting to evolving needs, with strong skills in collaboration, conflict resolution, and fostering a positive team environment.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Freezing Point
03.2024 - 05.2025
- Lead a team of 9 CSRs and 2 Team Leads; developed training programs and performance standards.
- Reduced support tickets by 30% through troubleshooting improvements and cross-department collaboration.
- Implemented performance tracking tools and defined a behavioral coaching model.
- Achieved 99% machine uptime across 35,000+ units.
- Conduct weekly and monthly reviews, providing coaching and strategic insights.
Quality Manager
JetBlue
02.2023 - 03.2024
- Designed and implemented a company-wide Quality Strategy for North American customer support.
- Led the rollout of a behavioral-based Quality Form for voice, chat, and email channels.
- Developed quality metrics, reporting systems, and coaching frameworks for BPO partners.
Regional Quality Program Lead
eBay
11.2019 - 02.2023
- Spearheaded global quality initiatives and continuous improvement projects.
- Conducted root cause analysis and delivered actionable insights to key stakeholders.
- Built standardized quality reporting and conducted calibration sessions with senior leadership.
Quality Manager
Concentrix
12.2011 - 11.2019
- Led a global team of 16 Quality Evaluators and managed quality assurance across multiple client portfolios.
- Directed cross-functional audits, developed certification programs, and improved evaluator accuracy.
- Reduced quality variance and enhanced stakeholder engagement with data-driven reporting.
Global Senior Quality Manager
TeleTech Holdings, Inc.
02.2008 - 06.2010
- Managed global QA and Language teams with 200+ staff; won Manager of the Year (2009).
- Reduced calibration variance by 10–15% and cost per evaluation to $1.35.
- Boosted CSAT/NPS scores and reduced turnover by 12% through task force initiatives and recognition programs.
Various Roles (Quality Manager, Operations Manager, Trainer)
Teleperformance USA
08.2003 - 08.2007
- Increased QA productivity and directed major client project launches.
- Built reporting infrastructure and led process improvement initiatives.
- Assisted in certifying 17 trainers during a single client visit—an organizational record.
Education
Business Studies
Ricks College
Rexburg, ID01.1994
Skills
- Customer Service & Satisfaction
- Quality Assurance & Coaching
- Process Improvement & Optimization
- Strategic Planning & Execution
- Cross-Functional Leadership
- Performance Management
- Project Coordination
- Budgeting & Cost Reduction
- Training & Development
- Business Process Outsourcing (BPO)
Certification
- Six Sigma Yellow Belt
- Supervisor/Manager Certification
- ROOTS Leadership Training
- Profit & Loss Certification
- IBM Coaching Effectiveness
- BPO Leadership/Management
- Business Consulting – Process Improvement
- Training Certification
- Customer Service Management Training
Timeline
Customer Service Manager
Freezing Point
03.2024 - 05.2025
Quality Manager
JetBlue
02.2023 - 03.2024
Regional Quality Program Lead
eBay
11.2019 - 02.2023
Quality Manager
Concentrix
12.2011 - 11.2019
Global Senior Quality Manager
TeleTech Holdings, Inc.
02.2008 - 06.2010
Various Roles (Quality Manager, Operations Manager, Trainer)
Teleperformance USA
08.2003 - 08.2007
Business Studies
Ricks College
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