Professional Experience
A track record of driving measurable improvements in team performance, retention, and customer satisfaction
Core Competencies
Recruiting & Onboarding
Program design, virtual training, milestone tracking
Training & QA
Coaching methodologies, performance standards
Workforce Management
Scheduling optimization, capacity planning
Customer Experience
FCR, CSAT, escalation management
Leadership
Team development, mentorship programs
Technology
Salesforce, NICE, Tableau, Workday, CRM, Verint
Professional Experience
Tier 3 Supervisor — Comcast, Xfinity Mobile
Remote Position
- Led 14-agent escalation/retention team handling complex customer issues with 87% FCR rate
- Designed virtual onboarding/training program that reduced attrition to 14% across ~2½ years
- Improved operational metrics: FCR +18% and CSAT +12% through refined QA standards and targeted coaching
- Developed talent pipeline: Mentored and promoted 6 team members into leadership and SME roles
- Managed high-volume environment with consistent quality and performance standards
Customer Service Supervisor — Bed Bath & Beyond
- Recruited and onboarded 90+ agents with structured curriculum and weekly checkpoints
- Reduced ramp-up time by 30% and improved retention by 25% through systematic training approach
- Raised CSAT scores by 15% through enhanced coaching and quality standards
- Optimized workforce scheduling resulting in 18% reduction in overtime costs
Team Lead — The Home Depot
Career Progression: Agent → Trainer → Team Lead
- Created innovative virtual training programs that reduced onboarding time by 25%
- Reduced attrition by 18% through improved training methodologies and support systems
- Rapid career advancement demonstrating consistent high performance and leadership potential
- Recognized for exceptional leadership and team development capabilities
Education & Certifications
High School Diploma
Sultan High School, WA
NICE Workforce Management
Professional Certification
Salesforce Admin Basics
Platform Certification
Comcast University Leadership
Leadership Development Program
Technical Proficiencies
CRM & Ticketing
Salesforce, ServiceNow, Jira
Workforce Management
NICE, Verint, Genesys, IEX
HR & Analytics
Workday, Tableau, Advanced Excel
Communication
Teams, Slack, Zoom, WebEx
Let's Discuss Your Teams Potential
Ready to see similar results in your organization? I'd love to discuss how my proven methodologies can be tailored to your specific challenges and goals.