MiAsia Pinckney

• Ranked #1 in overall performance across multiple leadership metrics, reflecting strategic team management and operational excellence.

• Drove a 56% reduction in employee turnover by implementing retention-focused coaching and engagement programs.

• Mentored and developed three associates into leadership roles, strengthening the talent pipeline and organizational depth.

• Led implementation of AWS Connect automation tools, streamlining call evaluations and reporting processes — producing an estimated $845K+ annual business impact.

• Partnered cross-functionally with technology, HR, and workforce analytics teams to improve service delivery and associate experience.

• Analyzed workforce performance data to identify efficiency opportunities and reduce average handle times (AHT).

• Delivered a 25-second AHT reduction floor-wide through process optimization and performance coaching.

• Collaborated with IT and operations to implement AWS-driven process automation, enhancing accuracy and service quality.

• Created reporting dashboards for leadership visibility into productivity and workflow trends.

• Achieved consecutive 5/5 performance ratings and recognized as a Circle of Excellence and Exceptional Performance award recipient.

• Ranked 6th overall YTD (2024) among peers for operational efficiency and leadership impact.

• Directed coaching initiatives that advanced several team members into supervisory roles, fostering a culture of growth and accountability.

• Designed peer-to-peer leadership programs that increased engagement and improved team collaboration across multiple units.

• Partnered with performance analytics to identify trends, close skill gaps, and enhance customer satisfaction outcomes.

• Coordinated team schedules to optimize workflow and efficiency.

• Consistently maintained top-tier metrics, with average agent ratings of 4.0+ and 84% customer satisfaction.

• Recognized for exceeding sales goals and maintaining compliance with internal quality standards.

• Supported transition initiatives between service platforms and contributed feedback on new workflows.

• Developed foundational leadership skills through cross-training and onboarding initiatives for new hires.

• Provided excellent customer service to resolve customer complaints in a timely manner.

• Managed frontline operations while mentoring associates in customer engagement and compliance practices.

• Improved satisfaction and loyalty metrics through structured performance feedback and coaching.

• Partnered with department managers to streamline communication between teams and leadership.

• Assisted in rollout of operational improvements that enhanced policyholder experience and accuracy.

The Children’s Place, Store Associate — 2016–2020
LIDL US, Store Associate — 2019–2020
Harmony Senior Services, Lead Server — 2018–2019
Target Corporation, Guest Service Associate — 2018–2019
Delivered exceptional customer service, managed transactions, and maintained high operational standards. Strengthened interpersonal, training, and problem-solving skills in fast-paced environments.