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.
Miki Kennerly
@miki
Results-driven Quality Assurance Analyst with a background in coaching, mentoring, and supervision.
United StatesExperience
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.
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 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.
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