Kiah Sanders

Contact- www.linkedin.com/in/kiahsanders-0b616717a (LinkedIn) Top Skills Microsoft Office Management Leadership Kiah Sanders Quality Assurance Analyst at TaskEasy Greater Salt Lake City Area Summary Hello! My name is Kiah and I am forever in search of developing my career path as well as my natural talents and abilities. My main job focus the past couple of years has been quality focused within the customer service industry while also performing as a leader within a team. I have found new strengths within the position I've maintained but I'm always looking for further opportunities to grow. Experience TaskEasy Quality Assurance Analyst March 2017 - Present Built structure for floor wide quality assurance process on communications and calls Created professional handouts, workflows, and reporting for call quality assurance Provided training, feedback, and assistance for advocates in need of further call quality training Used video chat and screen sharing in order to train and educate offshore team leads on quality assurance and call reviews Identified major areas of opportunity within call communications for phone advocates and developed reporting to distribute findings to each team lead TaskEasy 1 year 4 months Contractor Team Coach March 2018 - June 2018 (4 months) Promoted from inbound representative based on performance Trained on-site and international advocates in system processes and verbiage for inbound calls Created and distributed reports to team and reported to area manager any issues Page 1 of 2 Provided face to face or video chat feedback on areas of opportunity for each advocate Created training presentations and materials for daily use Created incentives and motivators for team Resolved escalated calls when a manager was requested Closed and set alarm as the only manager every Saturday as well as managed incoming call queues Customer/Contractor Support March 2017 - March 2018 (1 year 1 month) Handled inbound calls from customers and contractors regarding technical or situational issues Made fast-paced decisions in escalated circumstances as well as de-escalated supervisor calls Notated each and every account with attention to fine detail Handled customer orders and provided knowledge associated with the company system and landscaping services provided Education Richard Mckenna Charter High School Alternative High School Diploma · (2013 - 2015) Page 2 of 2