Experience

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  Southeastern industrial electrical contractors, inc

  Jun 1998 - Sept 2010

  Accounting controller

  • Collaborated with the president, executives, and project managers on a daily basis, ensuring critical business functions were maintained sufficiently.• Supervised a CPA, office manager, and administrative assistant to ensure financials of the business were in compliance with all city, state, and federal laws in a timely manner. • Managed all aspects of human resources, including benefit packages, procedures, and payroll allowing for a streamlined process. Show less

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  Kaylor investments, llc.

  Apr 2012 - Apr 2015

  Owner

  • Contracted as a Subject Matter Expert (SME) and provided job aids and training for the application, giving agents guides to navigate and provide excellent service.• Received additional contracts, including chat performance facilitator, certification training performance facilitator, and quality assurance performance facilitator for customer support teams, ensuring customer satisfaction.

• 

  Dyson

  May 2015 - Mar 2024

  • Customized Calabrio to fit business needs, including building schedules, shifts, and operational information, optimizing productivity from the ground up.• Successfully migrated to Calabrio and demonstrated a knowledge of NICE IEX for day-to-day operations, ensuring a smooth transition in service.• Scheduled internal and 3P agents to meet an exceptional service level. • Increased employee satisfaction and engagement within the team, beating global results for a company-wide engagement survey. Achieved the highest engagement score among all digital teams for 2019.• Established more robust support for executive escalations, driving down the overall escalation rate below 1% through feedback and training.• Collaborated with other departments to resolve ongoing errors, reducing costs, and improving efficiency • Received expanded responsibilities after six months of top-ranked performance, assisting in the support of specialized departments.• Generated notifications and updates, and created processes and procedures for the fraud department, linking to our digital team and allowing alignment between the two.• Provided support for user reviews for both Marketplace and Social departments, providing sound support to valued customers.

  • Senior Workforce Analyst

    May 2021 - Mar 2024

  • Supervisor - Digital Support

    Mar 2018 - May 2021

  • Online Advisor

    May 2015 - Mar 2018
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  Georgia hotel & lodging association

  Aug 2024 - now

  Director of member relations and engagement