Customer Service Quality Assurance

Kyla Saucillo Forsberg

***** *** ** * **** Tapps, WA 98391

206-***-****

************@**.***

EXPERIENCE

Quality • Monitored Assurance and reviewed Specialist, phone, REI, live Sumner, chat and WA email — 2021-contacts 2024 to ensure adherence to quality assurance standards.

• Provide written and verbal feedback, encouragement and coaching to sales and service specialists.

• Work independently while managing my time to efficiently complete a heavy monthly workload.

• Work with a team to ensure accountability and alignment.

• Partner with supervisors and coordinators to track agent trends, achievements and areas of opportunity.

• Identified the need for process improvements and create solutions. Call • Managed Center up Customer to 50 customer Service Specialist, inquires daily, REI, efficiently Sumner, resolving WA — 2019–2021 issues while maintaining a positive customer experience.

• Utilized various programs to track and manage customer interactions, focused on customer friction points, follow up action required, call routing, resolving lost or missing packages or account inquires.

• Collaborated with team members to streamline processes focused on efficiency and customer satisfaction.

• Trained and mentored new hires in customer service policy’s how to handle escalated situations, call control, program navigation, multitasking and self care. Lead • Mentored Pet Groomer, a team of Bonney Pet Groomers, Lake Doghouse, focused Bonney on handling Lake, aggressive WA — 2010-animals, 2018 animal hygiene, breed specific cuts and the care of neglected animals.

• Booked appointments through phone, online and in person.

• Ensured the salon was cleaned according to all health standards.

• Groomed between 8-10 animals daily while also answering phones and walk-in customers and cleaning in between clients.

Grooming • Managed Salon a team Manager, of 10 groomers, Petco, Covington, ensuring quality WA — of 2015-work 2010 held up to the expectations of our customers.

• Groomed up to 10 animals per day while also helping book phone, walk in appointments, and walk in services.

• Ordered salon supplies monthly.

• Handled all scheduling, covering shifts if needed.

• Ensured our budget was met to company direction. EDUCATION

Decatur High School, Federal Way, WA — Diploma, 1998 SKILLS • • • • • • • • Multitasking Exceptional Customer Conflict Time Team Data Exceptional Entry Management Collaboration Resolution Relationship and Communication typing in Record High-skills Pressure Keeping Management Skills Environments (CRM) AWARDS

Anderson Award Nominee 2019, 2020, 2023. The highest award given at REI for employees who live the companies values in action. All nominees are nominated by their peers and leadership.

Grooming Salon of the Year, 2009 - Highest growing salon in the nation. REFERENCES AVAILABLE UPON REQUEST