At GearUP Sports, I built the team's training and onboarding program from scratch with a senior representative, including a three-week curriculum, shadowing schedules, and readiness tests. I used QA results, ticket data, and coaching to raise first contact resolution from 65% to 82% and cut escalations 27%.
At Solace Health, I trained about 30 new hires, created workflow training, phone scripts, and real-world examples, and completed 10 QA audits a week for management. I also shadowed and coached new hires and reviewed their responses before they were sent to patients.
Earlier, as Team Lead, Escalation Specialists at Mercari, Inc., I cut average handle time from 12 to 7 minutes while maintaining 90%+ QA. At PBHS Dental Marketing, I wrote the team's first employee training guide and trained new support technicians.
