Doug Toyryla

Co-created and led editorial content, served as senior editor and staff writer to produce and manage pop culture articles and site content since 2015.

Handled 100+ outbound calls daily to coordinate appliance deliveries across multiple states, reviewed driver documentation to ensure SLA compliance, and created SOPs while training new hires to improve routing efficiency.

Managed a team of up to 3 CSAs, led cross-office meetings, resolved customer complaints and financial disputes, and trained new hires to maintain service standards and improve customer satisfaction.

Fielded inbound calls from prospective customers, provided product information, scheduled in-home estimates, and liaised between sales and installation teams to drive appointment conversions.

Handled 85+ daily calls and emails in a high-volume call center, booked and rescheduled optometry appointments, and documented patient care and insurance information to ensure accurate service delivery.

Assessed residential lighting needs, recommended whole-home solutions, maintained customer accounts, and performed basic accounting to support sales operations.

Generated sales leads and booked consultations for heating/cooling services, achieving a 50% booking rate on outbound calls and creating email templates to improve team response times.

Coordinated fire and burglar alarm installations for a nationwide client by liaising with service partners and contractors, calculating labor/equipment budgets, and maintaining project databases for status reporting.

Edited and formatted digital audio for transcription delivery, ensured post-call SLA adherence, provided QA for special requests, and handled Spanish-language calls and service troubleshooting.

Monitored telephone bridges, transcribed meeting details, and led bilingual conference calls while adhering to client protocols for high-profile engagements.

Researched workforce management suite implementations across a multi-site Center of Excellence and prepared written assessments for client deliverables to support operational decisions.

Provided telephone, email, and TTY support on federal projects, documented and reported project information, and participated in QA calibration to maintain service quality.

Liaised with government agencies to streamline processes, maintained a large keyword-driven database, authored SOPs, and provided technical writing and training material evaluation.

Maintained quality standards for CSRs, provided coaching and system navigation feedback, and interviewed bilingual applicants to support hiring and performance objectives.

Attended Northern Virginia Community College with studies in Theatre and a minor in Psychology during 1997–1998.