Skyler Hall
Rock Hill,SC
Summary
Operations and support leader with extensive experience managing high-volume communication teams, coaching performance, and optimizing workflows in remote environments. Strong background in improving response time, standardizing processes, and elevating customer experience from initial inquiry through resolution. Skilled in KPI tracking, scheduling, call-flow oversight, and cross-functional collaboration. Calm, patient-focused communicator with a track record of driving consistency, accuracy, and team development.
Overview
7
7
years of professional experience
Work History
Logistics Coordinator
Nucor Skyline
09.2022 - Current
- Coordinated end-to-end freight movements across multiple regions, ensuring on-time delivery, accurate tracking, and proactive communication with carriers and customers.
- Managed high-volume inbound and outbound scheduling, resolving routing issues and optimizing freight flow for efficiency and cost reduction.
- Analyzed freight data using Cognos to identify transit delays, carrier performance gaps, and workflow bottlenecks, driving corrective action and measurable improvements.
- Collaborated daily with plants, processors, production teams, and customer contacts to ensure alignment on loading times, transit expectations, and delivery windows.
- Trained team members on communication standards, shipping documentation accuracy, and escalation procedures to improve internal response rate and customer satisfaction.
- Maintained 98% order accuracy while supporting audits, verifying bill of lading details, routing codes, and shipment discrepancies.
- Created standardized processes that reduced fulfillment turnaround time by 15% and improved scheduling consistency.
- Led resolution of complex freight issues including damaged loads, missed pickups, detention disputes, and routing failures with calm, professional communication.
- Coordinated logistics operations to ensure timely delivery of materials and products.
- Streamlined shipping procedures, reducing lead times and improving customer satisfaction.
- Led cross-functional teams in resolving logistical challenges to maintain operational continuity.
Customer Service Senior Analyst
Accenture Flex
06.2022 - 09.2022
- Led remote support team of over 30 representatives to improve communication quality and ensure case accuracy.
- Developed and executed standard operating procedures to enhance team productivity and minimize processing errors.
- Executed comprehensive investigations into fraudulent activities by analyzing documents, transaction histories, behavioral indicators, and cross-system data.
- Collaborated with leadership to enhance communication workflows and optimize routing logic for automated follow-up strategies.
- Facilitated targeted one-on-one coaching sessions to enhance performance of underperforming agents.
- Oversaw KPI monitoring, including handle time, accuracy rate, escalation rate, and resolution speed, to enhance operational efficiency.
- Collaborated with fraud risk compliance and IT security teams to validate findings and drive policy-aligned decisions.
Service Dev. Ops. Team Lead
State of Maryland Unemployment
02.2021 - 06.2022
- Directed and empowered two teams of over 30 employees in a dynamic remote high-volume inquiry environment.
- Oversaw scheduling, time-off approvals, coverage planning, and daily workflow assignments to ensure adherence to service-level agreements.
- Executed comprehensive fraud investigations by verifying identity documents, cross-checking claimant data, and analyzing patterns to identify discrepancies.
- Designed and implemented training programs to enhance team efficiency and communication skills.
- Managed complex and sensitive case escalations, ensuring adherence to state guidelines and compliance standards.
- Facilitated daily performance meetings to review key metrics. Supported teams in enhancing communication practices. Assisted in maintaining documentation quality and adherence to policies.
- Partnered with supervisors and legal compliance teams to oversee management of high-risk cases.
- Streamlined workflow processes to eliminate backlog and enhance processing clarity.
General Manager
Shawkers
Rock Hill, SC
08.2019 - 12.2020
- Directed comprehensive restaurant operations, encompassing staffing, scheduling, inventory management, customer service, and financial performance.
- Led and mentored a team of over 20 employees, enhancing communication standards and fostering accountability.
- Designed and executed structured training programs to enhance employee retention and streamline onboarding processes.
- Elevated customer satisfaction scores by 15% through implementation of improved communication standards, service scripts, and follow-up procedures.
- Oversaw labor planning, shift coverage, and daily scheduling to optimize staffing levels.
- Implemented workflow enhancements that minimized wait times and bolstered order accuracy.
- Facilitated conflict resolution and managed escalated customer concerns with professionalism, restoring trust and preventing service disruptions.
- Optimized vendor communication and supply management processes to ensure operational continuity.
- Evaluated daily and weekly performance reports to uncover revenue opportunities and enhance profitability.
- Implemented innovative systems for cleanliness, safety compliance, and food handling, ensuring continuous audit readiness.
- Cultivated a performance-driven culture that empowered team members to understand goals and uphold high service standards.
Production Team Lead
Keer America
Fort Mill, SC
08.2018 - 12.2019
- Oversaw daily production operations in a dynamic yarn manufacturing environment, ensuring adherence to quality standards and timely achievement of production targets.
- Facilitated training and coaching sessions for employees on machine operation workflows and safety protocols.
- Oversaw KPI monitoring, including cycle time, line efficiency, waste levels, and downtime.
- Managed shift scheduling, break rotations, and workload assignments to ensure seamless production flow.
- Implemented safety compliance and quality-control standards to enhance workplace safety.
- Collaborated with maintenance teams to proactively identify equipment issues, minimizing machine downtime.
- Oversaw maintenance of accurate production logs, material usage reports, and performance data.
- Facilitated communication of shift updates, production goals, and operational changes to supervisors and plant management.
- Executed root-cause investigations for defects and stoppages, implementing corrective actions to enhance product consistency.
- Facilitated onboarding and cross-training initiatives to enhance workforce flexibility across multiple production lines.
Education
Bachelor’s Degree - Project Management
Capella University
Skills
- Led strategic initiatives to enhance team performance and drive project success Managed coaching programs to foster leadership development and team cohesion Oversaw team operations to ensure alignment with organizational objectives
- Oversaw high-volume customer support initiatives to optimize team performance Led training sessions to improve staff capabilities in handling customer interactions Developed strategies to enhance customer satisfaction and retention
- Oversaw training initiatives to enhance employee skills and knowledge Managed onboarding programs to align new hires with company objectives Developed training materials to improve engagement and retention during the onboarding process
- Oversaw KPI tracking initiatives to enhance project visibility and accountability Led quality assurance monitoring processes to ensure compliance with industry standards Fostered a culture of continuous improvement through data-driven insights
- Oversaw scheduling processes to enhance operational efficiency Managed timekeeping systems to ensure compliance with organizational standards Collaborated with departments to align project timelines with strategic goals
- Analyzed and refined workflows to support productivity improvements
- Oversaw the integration of CRM and telephony systems to streamline communication workflows Led initiatives to improve customer engagement through effective management of telephony resources Championed the development of strategies to enhance user experience with CRM platforms
- Coordinated efforts across departments to streamline processes and improve efficiency
- Led initiatives to resolve conflicts and promote a collaborative atmosphere among team members Developed strategies for de-escalation that enhanced team dynamics and productivity Fostered an environment of open communication to address and mitigate conflicts effectively
Timeline
Logistics Coordinator
Nucor Skyline
09.2022 - Current
Customer Service Senior Analyst
Accenture Flex
06.2022 - 09.2022
Service Dev. Ops. Team Lead
State of Maryland Unemployment
02.2021 - 06.2022
General Manager
Shawkers
08.2019 - 12.2020
Production Team Lead
Keer America
08.2018 - 12.2019
Bachelor’s Degree - Project Management
Capella University