At Leslie’s, I manage Tier II customer escalations and work with call center, operations, and field leadership to resolve service issues. I created 10+ SOPs, process maps, and training tools to support consistent workflows and system adoption.
I reorganized 40% of the team, implemented a flex schedule to reduce overtime, supported internal promotions, and hired four employees. I also launched automated text and email outreach with follow-up workflows to improve service updates.
Before becoming Service Dispatch Supervisor, I was a Recruiting Administrator at Leslie’s. I created 1,800 requisitions, coordinated interviews, and produced a biweekly hiring report for five departments.
As a Recruiting Admin Intern, I collaborated on an onboarding integration process for new hot tub companies that was reviewed by the CEO and adopted company wide. I hold an MBA with an emphasis in Human Resources from Grand Canyon University.
