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%