Yolanda Coughlin

Experience

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  Capital One

  Jan 2013 - Mar 2014

  Transaction Support Specialist
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  CreateSpace

  Jan 2016 - Jan 2019

  Customer Service Supervisor

  Achievements:- Reduced agent-driven opportunities in ticket handling, resulting in an 84.34% decrease in total weekly languishing tickets in 4 months. - Guided the Translation and Creation of missing and incorrectly translated resources for international marketplaces, resulting in a $1,200 savings in Q3 2018. - Led an improvement in responses for a known Network negative customer experience driver resulting in a 9% quality improvement by Q2 2018.

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  Amazon

  Jan 2019 - Jun 2022

  Achievements: · Led process improvement projects focused on contact reduction and productivity improvements achieving a total savings of $24,615 in 2020 and $23,417 in 2021.- Created and standardized training for international languages, reducing site ramp-up periods network-wise.- Implemented a productivity project through local teams resulting in a Contact Per Hour improvement of 11% in 2 months.- Led hiring processes for Supervisors; managed loop participants, scheduled interviews, feedback sessions, salary increases, and work schedules. Exibir menos Responsibilities:1. Manage the performance and development of 15+ associates through feedback, coaching and mentorship programs. 2. Analyze metrics and identify areas of growth through quality audits and coaching sessions.3. Impulse high-performance culture that drive direct reports to demonstrate ownership, accountability and advocacy for others.4. Continuously look for operations improvements through Gemba, Kaizen and other Lean methodologiesOther responsibilities included interviewing candidates and training direct reports. Exibir menos

  • Customer Service Manager

    Jan 2019 - Jun 2022

  • Customer Service Team Lead

    Jan 2019 - Jan 2019
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  Degen Solutions

  Jun 2022 - now

  Content Manager

  Achievements:· Successfully designed new content pillars, increasing clients retention.· Increased audience interaction by 75% in less than 60 days refurbishing existing content ideas.· Boosted DMs and user interaction by +50% by developing new messages for brands in which the tone was clear and the message impactful.

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  Clipboard Health

  Jan 2023 - now

  Customer Operations Team Leader
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  Transcom

  Mar 2023 - Jan 2023

  Customer Service Team Lead

  Achievements:· Improved customer satisfaction rate by 4.75% in 3 months.· Managed workflows within Salesforce to streamline processes and improve efficiency in handling customer inquiries and issues.· Implemented and optimized efficient systems for tracking and recording compensation and reimbursement requests, streamlining the process for customers and internal teams.