Shaila Wiggs

October 2022 – Present

• Lead daily operations and supervise teams of 12+ associates within a fast-paced, customer-focused service environment supporting hundreds of customer interactions weekly.
• Conduct interviews, participate in hiring decisions, and train employees on operational procedures, customer engagement standards, and technology systems.
• Spearheaded employee engagement initiatives as a leader on the departmental engagement committee, improving workplace communication, morale, and employee participation.
• Utilize Microsoft Office products, Power BI, Salesforce, and Dynamics to analyze operational data, compile reports, monitor productivity trends, and support leadership decision-making.
• Departmental performance champion responsible for monitoring operational metrics, identifying trends, and implementing improvement strategies that strengthened team accountability and service outcomes.

• Managed daily workflow operations and employee performance within a high-volume customer service environment.
• Supported onboarding and staff development initiatives by training employees on operational procedures, customer service expectations, and company systems.
• Monitored operational statistics and productivity metrics to identify service trends and support process improvement initiatives.
• Coordinated team scheduling, workflow priorities, and operational communication to support service efficiency and organizational goals.

• Supervised customer service associates while maintaining high standards for customer satisfaction, professionalism, and operational efficiency.
• Delivered coaching and mentoring to employees to improve service delivery, communication skills, and performance consistency.
• Handled customer concerns and problem behaviors professionally while promoting respectful conflict resolution practices.
• Maintained a welcoming, customer-first environment focused on communication, responsiveness, and service excellence.