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Miki Kennerly

@miki

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Results-driven Quality Assurance Analyst with a background in coaching, mentoring, and supervision.

United States

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Demonstrated success in enhancing customer satisfaction and elevating customer-agent interaction standards. Proficient in interpreting, enhancing, and ensuring adherence to company quality standards, with a track record of developing more efficient agent procedures through cross-departmental behavioral pattern identification.

Experience

Work history, roles, and key accomplishments

Quality Assurance Analyst

Toast Inc.

Enhanced customer satisfaction and team performance by ensuring adherence to company quality standards while reporting to the Quality Assurance Manager II.

Quality Assurance Customer Satisfaction Team Performance Reporting Interpretation Compliance Feedback Software Technical Procedural Compliance Customer Service Analytical Abilities Customer Service Grading Third Party Vendor Management Software Issue Resolution Liaison Development Team Collaboration

Senior Customer Care Expert

Toast Inc.

Responsible for managing escalated customer cases and resolving complex technical issues. Accountable for training new agents, initiating ad hoc meetings with agents on the team, and collaborating with senior management to improve customer satisfaction and agent workflows.

Customer Case Management Technical Issue Resolution Training Ad Hoc Meetings Collaboration Customer Satisfaction Improvement Workflow Improvement Senior Management Collaboration

Customer Care Expert

Toast Inc.

Responsible for resolving complex technical issues through managing customer cases, making outbound calls, and sending email updates. Responsible for de-escalating customers and providing technical troubleshooting to resolve their issues. Improved resolution workflows to enhance customer experiences through interdepartmental collaboration.