I've led customer service operations for the City of Hot Springs, USAble Life, American Eagle Outfitters, and Old Navy, coaching teams, resolving escalations, and improving service delivery. At USAble Life, I reduced team average handle time by 1.5 minutes through targeted coaching, call monitoring, and performance-focused one-on-ones.
I've managed account service for more than 35,000 municipal accounts, supported customer self-service portal rollout and training, and used AHT, FCR, and CSAT to guide quality and process improvements. I also hire, onboard, mentor, and conduct performance reviews while pursuing a Bachelor of Business Administration.
