Summary
Overview
Work History
Education
Skills
Timeline
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Trista Ishoy

St. George,UT

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

3
3
years of professional experience

Work History

Quality Analyst

Movate
04.2023 - Current
  • Grade chats and calls for agents and score them based on their performance from a quality perspective
  • Coach and mentor agents who need to improve their skills and ensure the team is exceeding expectations
  • Prepare weekly, monthly, and quarterly business reviews to be presented to paying clients
  • Send out weekly team stats and complete training’s for skills and processes where agents struggle.
  • Analyze quality and performance data to support operational decision-making.

Customer Service Representative

Movate
07.2022 - 04.2023
  • Take inbound calls/chats for companies and provide resolutions for issues
  • Use problem solving to come up with creative solutions for customers
  • Provide excellent customer service to upset customers and de-escalate intense situations.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Team Lead Supervisor

Ringbird
10.2021 - 07.2022
  • Managed a group of team leads who oversaw intake specialists that took inbound calls for law firms throughout the US.
  • Came up with creative ways to improve profitability.
  • Interviewed and hired new employees.
  • Monitored workflow to improve employee time management and increase productivity.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Monitor employees to ensure that expectations are being met
  • Ensure that quarterly and annual KPIs are met.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Managed and motivated employees to be productive and engaged in work.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.

Team Lead

Ringbird
07.2021 - 10.2021
  • Managed a group of 8 intake specialists that took inbound calls for law firms throughout the country.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Coached team members in techniques necessary to complete job tasks.

Survey Interviewer

Lighthouse Research
08.2020 - 05.2021
  • Made outbound calls to people throughout the US to conduct surveys for multiple companies including but not limited to UDOT, Henry Schein, and Caliber Collision.
  • Followed scripted questionnaires verbatim to collect research data.
  • Used specified forms to compile, record and code results or data from interviews and surveys.

Team Member

Arby’s
08.2020 - 05.2021
  • Took customer orders and prepared food while providing excellent customer service.
  • Developed strong customer service and product knowledge skills to enhance individual and team performance.
  • Worked in a team setting to ensure customer satisfaction was met.
  • Kept work areas clean, organized, and safe to promote efficiency and team safety.

Sales Associate

Tilly’s
06.2020 - 08.2020
  • Upheld the values of the company by impressing customers with outstanding customer service and general store upkeep.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Managed returns, exchanges and refunds in accordance with store policy.

Education

Project Management -

Coursera
Remote
02.2023

High School Diploma -

Herriman High School
Herriman, UT
01.2021

Skills

  • Customer Service
  • Leadership
  • Management
  • Communication
  • Writing
  • Computer Proficiency
  • Problem Solving
  • Organization
  • Teamwork
  • Project Management

Timeline

Quality Analyst

Movate
04.2023 - Current

Customer Service Representative

Movate
07.2022 - 04.2023

Team Lead Supervisor

Ringbird
10.2021 - 07.2022

Team Lead

Ringbird
07.2021 - 10.2021

Survey Interviewer

Lighthouse Research
08.2020 - 05.2021

Team Member

Arby’s
08.2020 - 05.2021

Sales Associate

Tilly’s
06.2020 - 08.2020

Project Management -

Coursera

High School Diploma -

Herriman High School

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Trista Ishoy