Overview
Work History
Education
Skills
Awards
Timeline
Generic
Lindsey Hartford

Lindsey Hartford

Sunbury,OH

Overview

25
25
years of professional experience

Work History

Customer Experience Specialist

Chase Travel
08.2022 - Current
  • Support Team Leads from a Quality perspective by utilizing reports and quality evaluations
  • Prepare calls to facilitate client sessions for multiple clients on a monthly basis
  • Facilitate calibration sessions and assisted in our new quality form launch
  • Support the Reserve Travel Design team while aligning our quality processes
  • Aid Account Managers in escalation requests, provide findings and coaching feedback when needed

Quality Management Advisor

CxLoyalty
03.2018 - 07.2022
  • Support employee development by educating and encouraging agents through quality evaluations
  • Assist in calibration sessions and reviewing any challenges to previously graded evaluations when needed
  • Prepare multiple reports on a weekly and monthly basis for clients and internally
  • Facilitate the new hire quality module for new hire classes and upskilling Q&A sessions for tenured agents

Membership Support Analyst

Affinion Group
05.2016 - 03.2018
  • Maximize customer satisfaction, promote/maintain a good image of the company, resolve customer issues, member de-escalation, front line assistance, problem solving
  • Assist with all products needed

Senior Customer Service Care Specialist, Mentor, Back-up Trainer & Back-up Work Force Management Analyst

Affinion Group
11.2010 - 05.2016
  • Sales, customer service, problem solving, member resolution.
  • As a Mentor, coached trainees and tenured agents to advance
  • Trained over 10 new hire classes, over 40 cross-trained classes in membership, and new launches in Consumer and Protection.
  • Trained agents on UAD (Unified Agent Desktop), completed KPIs for new hire classes, organized curriculum for the class and designed training modules
  • As a back-up WFM analyst assisted with WFM coverage, changed agents’ skills, managed real time service levels for North America, and other activities as needed

Hair Color Specialist

Mario Tricoci
06.2000 - 02.2006
  • Analyze customer’s lifestyle to tailor products and services.
  • Provided referrals to other internal departments to fit the customer’s needs
  • Sold products to clients and administered inventory audits

Education

Tools for Trainer’s excellence -

ELAvate Global
01.2015

MAGIC certification - undefined

Communico
01.2016

Medical Assistant Degree - undefined

Kaplan College
01.2010

High School Diploma - undefined

Franklin Height’s High School
01.2000

Skills

  • Client advocacy
  • Policy & process improvement
  • Reporting & trend monitoring
  • Microsoft office
  • Quality assurance

Awards

  • MVP of the year for the Quality department 2018, 2019 & 2020
  • 5 Star Winner in 2011, 2013 and 2015
  • Best Quality for the Consumer Department 2012
  • Overall Call Center 5 Star Winner (Employee of the year) 2015
  • Proficient in Microsoft Excel, Word and PowerPoint
  • Make-overs for the Jenny Jones show in 2003

Timeline

Customer Experience Specialist

Chase Travel
08.2022 - Current

Quality Management Advisor

CxLoyalty
03.2018 - 07.2022

Membership Support Analyst

Affinion Group
05.2016 - 03.2018

Senior Customer Service Care Specialist, Mentor, Back-up Trainer & Back-up Work Force Management Analyst

Affinion Group
11.2010 - 05.2016

Hair Color Specialist

Mario Tricoci
06.2000 - 02.2006

MAGIC certification - undefined

Communico

Medical Assistant Degree - undefined

Kaplan College

High School Diploma - undefined

Franklin Height’s High School

Tools for Trainer’s excellence -

ELAvate Global

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Lindsey Hartford