Mariah Hilliard
Avondale,AZ
Summary
Detail-oriented professional with strong communication skills in quality assurance and customer management. Successfully implemented strategies to boost team performance and service quality, contributing to enhanced customer experiences and satisfaction.
Overview
15
15
years of professional experience
Work History
Quality Assurance Lead
Best Western Inc
Phoenix, AZ
08.2025 - 06.2026
- Provided constructive feedback and coaching to representatives, improving call quality and increasing customer satisfaction scores.
- Monitored and evaluated agents' calls, identifying improvement areas to uphold compliance requirements and enhance service quality.
- Assessed agent performance against quality standards, company policies, and compliance requirements, ensuring consistent service delivery and enhancing overall team accountability.
Customer Care Supervisor
Best Western Inc
Phoenix, AZ
01.2020 - 08.2025
- Supervised day-to-day operations in a high-volume call center, ensuring efficient workflow and timely resolution of customer issues.
- Supervised over 100 customer service representatives, ensuring compliance with quality assurance standards and company policies.
- Scheduled and facilitated performance coaching sessions, enhancing service quality through targeted feedback.
- Conducted team meetings to communicate company policies and procedures, reinforcing compliance and accountability.
- Completed leadership workshops to enhance supervisory skills and support team development.
Reservations/ Rewards T-bay Lead
Best Western Inc
Phoenix, AZ
04.2018 - 01.2020
- Co-created Rewards Procedures page to assist agents with clear directions on proper use the BWR Application, increasing process efficiency.
- Recommended strategies, practices, and operational policies that enhanced productivity and aligned with department goals.
- Scheduled and facilitated performance coaching with team members, supporting skill development and improved results.
- Coached and guided team members alongside supervisors, fostering improved performance and team morale.
- Participated in leadership workshops to enhance management skills and support team success.
Education
High School Diploma -
South Haven High
South Haven, MI06-2008
Some College (No Degree) - Business Administration
KVCC
Kalamazoo, MISkills
- Quality assurance
- Performance coaching
- Customer management
- Microsoft Office
- Attention to detail
- Team building
- Team communication
- Communication skills
- Resourcefulness
- Point of Sale
- Call monitoring
Timeline
Quality Assurance Lead
Best Western Inc
08.2025 - 06.2026
Customer Care Supervisor
Best Western Inc
01.2020 - 08.2025
Reservations/ Rewards T-bay Lead
Best Western Inc
04.2018 - 01.2020
High School Diploma -
South Haven High
Some College (No Degree) - Business Administration
KVCC