Experience hall

My roles are grouped into two wings by the kind of work, not by date. Open a card to read what the job involved.

Wing A: Quality and leadership

Quality Analyst

Remote

Ran QA reviews and detailed audits of calls, emails and chats, and worked through compliance and accuracy issues in benefits and claim processing to protect data integrity.
Did root cause analysis on performance trends, flagged discrepancies and bugs, wrote weekly reports, and recommended corrective actions to leadership.
Led real-time agent shadowing and coaching sessions, explaining technical guidance in plain terms.

Scoring Director

Remote

Promoted to Scoring Director, managing up to 6 supervisors and 85 agents.
Oversaw quality control, calibration and troubleshooting of scoring systems to keep scoring accurate.
Designed and delivered training modules, tracked metrics and timelines, and gave feedback on operational issues across distributed teams.

Chat Receptionist

Remote

Handle intake and support over chat: troubleshooting client inquiries and gathering and validating details accurately while juggling several conversations at once.

Account Manager / Customer Support

Remote

Analyzed chat and call trends, troubleshot technical issues, and reported findings in ZenDesk.
Handled several chats at once plus escalations, working through complex customer problems with close attention to detail.

Technical Support / Chat Support Representative

Remote

Did in-depth troubleshooting and root cause analysis on complex technical issues, with consistently top CSAT scores.
Managed multiple concurrent chats, turning technical answers into steps non-technical customers could follow. Earned a 100% Customer Feedback Rate (awarded Top Score).
Spotted recurring issues, documented resolutions, and escalated bugs to development for fixes.

Account Manager & Customer Support Manager

Remote