Summary
Overview
Work History
Education
Skills
Timeline
Generic

Risha Ravencraft

Pensacola

Summary

Wrote script for Legal Call center and reorganized script at large call center.

Overview

10
10
years of professional experience

Work History

Team Lead

Epiq Global Systems
Phoenix, AZ
12.2018 - 03.2019
  • Monitored agent calls for quality assurance and coached a team of 12 agents
  • Ensured agent’s timecards were accurately created in SAP program and approved
  • Ensured agents maintained daily adherence and attendance guidelines

Quality Assurance Specialist

Epiq Global Systems
Phoenix, AZ
03.2019 - 06.2019
  • Monitored and scored agent’s Inbound calls Averaged 8 QA scorecards per day which were used to coach agents and improve their call quality. Monitored calls for 8 other settlement cases and created “cheat sheets” to help agents improve their QA scores and work performance.

Nanny

Care App
Pensacola, FL
07.2025 - Current
  • Acquired full background check and Provided quality care to multiple families with children ages 1-10

Homemaker

03.2020 - 07.2025
  • Homeschooled my children after Covid

Account Executive

Yelp
Scottsdale, AZ
07.2019 - 02.2020
  • Managed a pipeline of clients ranging from dentists to florists to restaurant owners- all organized in CRM (Salesforce)
  • Educated, strategized, and successfully sold Yelp advertising programs through a high volume of outbound sales calls
  • Achieved and consistently exceeded monthly sales goals
  • Stayed organized and managed my time effectively in order to complete my daily goals

Phone Agent

Adecco/Epiq Global Systems
Phoenix, AZ
11.2018 - 12.2018
  • Made outbound calls to impacted Wells Fargo customers for CPI Reimbursement Program.
  • Exceeded contact center goals by dialing 130 numbers per day.
  • Promoted to Team Lead within 10 days. Quality assurance on calls averaged 95%

Delivery Driver

Papa John's Pizza
Phoenix, AZ
06.2016 - 06.2018
  • Delivered hot food to customers
  • Took phone orders at register

Education

Bachelor of Arts - English Literature

Northern Arizona University
Flagstaff, AZ
05-2002

Skills

  • Attention to detail
  • Conflict resolution
  • Customer focus
  • Coaching and mentoring

Timeline

Nanny

Care App
07.2025 - Current

Homemaker

03.2020 - 07.2025

Account Executive

Yelp
07.2019 - 02.2020

Quality Assurance Specialist

Epiq Global Systems
03.2019 - 06.2019

Team Lead

Epiq Global Systems
12.2018 - 03.2019

Phone Agent

Adecco/Epiq Global Systems
11.2018 - 12.2018

Delivery Driver

Papa John's Pizza
06.2016 - 06.2018

Bachelor of Arts - English Literature

Northern Arizona University