Natayshia Eaton
Intouch CX
Tempe
12
years of professional experience
Director-level leader with 5+ years driving growth and transformation at scale. Proven track record building high-performance teams, launching category-defining products, and delivering return on investment growth. Results-driven analyst known for problem-solving and adaptability. Experienced in streamlining processes and conducting effective training sessions, poised to leverage skills for operational excellence and quality enhancement.
Work History
Quality Assurance Analyst
2 Years 9 Months- Evaluate agent calls for proper policy and procedure
- Report trends that may cause discrepancies in the KMS Articles agents use
- Host QA sessions/ up-training for agents
- Attending team meetings/huddles
- Host calibrations with our client and other sites grade calls live so we can all be aligned across all sites
- Provide QA Presentation for new hire training
- Live listen and provide feedback to TL/Complete Side by Side
Acting Director
1 Year 6 Months- Developed strategic initiatives to enhance operational efficiency and tenant satisfaction.
- Led cross-functional teams to implement innovative property management solutions.
- Streamlined communication processes between departments, improving workflow consistency.
- Oversaw budget planning and resource allocation for facility improvements and maintenance.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
Assistant Director of Operations
3 Years 10 Months- Streamlined operational processes to enhance customer service efficiency and response times.
- Developed training programs for staff to improve service delivery and compliance with company policies.
- Analyzed performance metrics to identify trends, driving continuous improvement initiatives across teams.
- Coordinated cross-departmental projects to align operational strategies with organizational goals.
- Led team meetings to foster collaboration, share best practices, and address performance challenges.
- Implemented new customer feedback systems to improve service quality and client satisfaction rates.
- Managed a team of over 15-25 employees, ensuring optimal performance and adherence to company policies and standards.
- Conducted regular staff meetings to maintain open lines of communication within the team, fostering a positive work environment.
Security Supervisor
3 Years 11 Months- Supervised daily security operations, ensuring compliance with safety protocols and regulations.
- Conducted regular training sessions to enhance team performance and operational readiness.
- Developed and implemented security plans tailored to client needs and site-specific requirements.
- Monitored surveillance systems, identifying potential threats and coordinating response strategies.
- Collaborated with law enforcement agencies to ensure rapid response to security breaches or emergencies.
- Evaluated staff performance, providing constructive feedback and fostering professional development initiatives.
- Conducted regular patrols of facility to detect and deter security threats.
- Prepared and submitted reports to keep management informed of security activities and developments.
- Supervised and evaluated security staff performance to determine compliance with safety regulations.
- Managed a team of security officers, providing guidance, support, and performance evaluations to ensure a high level of professionalism.
Education
High School Diploma
MBA
Bachelor of Arts - Business Administration Management
Skills
Quality assurance
Quality processes
Data analysis
Mentoring and training
Issue resolution
Planning and organizing
CMS management
Excellent communication
Flexible
Quick thinker
Adaptability
Problem solving
Timeline
Quality Assurance Analyst
Intouch CX
09.2023 - CurrentRead More
Acting Director
Renaissance Square Towers
02.2022 - 08.2023Read More
Assistant Director of Operations
Wells Fargo Customer Care Center
03.2018 - 01.2022Read More
Security Supervisor
GardaWorld Security
03.2014 - 02.2018Read More
Southern New Hamshire University
MBA
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Thunderbird High School
High School Diploma
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Maricopa Community Colleges, Phoenix College
Bachelor of Arts from Business Administration Management
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