Devin Dunlap

Lead a team of 17 Leads, Experts, and Brand Associates, overseeing daily store operations in a fast-paced, high-volume, customer-facing environment.

• Serve as the point of escalation for high-impact customer and staff issues, resolving concerns promptly and professionally

• Coach and mentor Leads, Experts, and Brand Associates, delivering consistent, timely performance feedback and applying per

Partnered with the Store Team Leader on staffing, scheduling, and team development in a customer-facing leadership role. Promoted from part-time to full-time during a six-year tenure.

• Led as a key Leader on Duty, directing multiple employees on different tasks at once and handling customer questions and escalations by phone, email, and in person

• Drove associate engagement through real-time c

Led and coached a team of 15 call center customer care agents supporting insurance policyholders and brokers.

• Reduced team average handle time by 15 seconds by using daily AHT, FCR, and CSAT data to guide coaching

• Conducted weekly one-on-one sessions and team meetings to drive call quality and performance

• Served as the escalation point for high-level customer and broker issues involving p

Supervised a team of 9 customer-facing and call center representatives providing account management for 35,000+ utility customer accounts across Hot Springs and Garland County.

• Selected for the pilot group to test and validate the New World Systems conversion before citywide rollout

• Supported rollout and training of the Water Meter Customer Portal, improving self-service access for residents

Worked as Customer Service Coordinator at City of Hot Springs.

Worked as Accounts Payable Clerk at City of Hot Springs.

Worked as Customer Service Representative- MCO at City of Hot Springs.

Jan 2009