Haley Merrill

Cell Phone: 385-***-**** I Personal Email: adikp2@r.postjobfree.com

LinkedIn Profile: www.linkedin.com/in/haley-merrill-9b1975110

Skills and Accomplishments

Experience leading teams of up to 15 virtually and in person

Workforce Management Experience

Leave of Absence and Engagement Experience

2014 Comcast Cares Day Mentee

Comcast Cares Day Team Lead 2016, 2017, 2018

Comcast Cares Day Mentor 2019

Kronos, CSG, Einstein 360

Employee Net Promoter (ENPS)

Experience with Talent Management and Development

Smooth efficient workflow and superior collection management

Professional Experience

Comcast Cable Corporation – Sandy, UT 08/01/2011 – 11/27/2020

Payment Services Supervisor – Sandy UT 09/14/2014 – 11/27/2020

The Payment Services Department is responsible for handling customer inquiries on both inbound and outbound calls from delinquent customers.

oResponsible for the supervision and development of a team of 15 Payment Services Agents -

oProvided hands on 1:1 training and problem solving

oEstablished performance goals

oProvided coaching and feedback

oInterviewed and hired

oWorkforce Management Absence Management –

oResponsible for all attendance reviews and disciplinary action (behavioral/attendance related).

oAnnual reviews

oTime entry approval/discrepancy’s

oForecast and preschedule off phone activity

oRan incentives for my department and team to build morale and improve their overall performance

oConduct daily NPS (Net Promoter Score) huddles and customers callbacks to enhance the culture of customer experience and prove a “white glove” experience.

Payment Services Sr Nesting Representative – Sandy, UT 04/27/2014 – 09/13/2014

A Sr. Nesting Representative prepares and trains New Hire classes during their first 7-10 weeks of employment.

oTook live calls in conference rooms to demonstrate the skill/area of opportunity the group needs help with.

oManage time between Nesting Duties, Productivity Time and Deadlines

oExecuted high touch training as well as meeting and exceeding scorecard metrics for Sr. Representative responsibilities

oDevelop and execute strategy to motivate and drive productivity which included trainings and daily meetings

Payment Services Sr. Representative – Sandy, UT 11/10/2013 – 04/26/2014

oTake calls for our New Hire classes to observe and assist the new hires with escalated calls

oDirect point of contact for others to sit and observe my calls 1 on 1, sharing best practices and answering questions

oSelected by Leadership 2014 PSCOE LEAP Program

Payment Services Representative – Sandy, UT 08/01/2011 – 11/09/2013

oAssist inbound and outbound customers with billing and service-related questions

oConsistently meet and exceed daily targets and scorecard metrics as an individual and team contributor

oSelected as Point of Contact by leadership to assist and support escalated customers

oRecognized Winner for Elite performance 2013 All-Star Trip

oNominated with ‘Game Changer Award’ Q2 and Q4 2013

Additional Work History

Feature Films for Families – Midvale, UT July 2010 – January 2011

Jimmy Johns – Salt Lake City, UT January 2010 – June 2010

Iceberg Drive Inn – Salt Lake City, UT March 2007 – September 2010

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