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Abbey Parker

Experienced Team Leader

Summary

  • Experienced team leader for customer service operations.
  • Passionate leader with a history of mentoring and training.
  • Developed a four week training curriculum for contact center operations.

Accomplishments

  • Single handedly developed a four week training curriculum for call center operations
  • Created quality standards and metrics  for performance reviews
  • Responsible for 50% growth in statewide incentive program

Work History

Feb 2016Present

Client Service Experience Team Lead

Stitch Fix, Austin, TX
  • Lead a team of 13 customer support agents by communicating objectives, providing performance feedback, and developing team members career pathing.
  • Work closely with management team to evaluate team and individual performance and execute new and existing processes and policies with the goal of delivering a seamless and exceptional experience for client base.
  • Integral member of the recruiting effort for all of Client Experience Organization.
Aug 2012Feb 2016

Team Lead - Legal and Account Services (Promotion)

Bigcommerce Austin, TX
  • Recruit, manage and mentor an average of 5 customer service representatives per year.
  • Perform multiple daily supervisor callbacks for dispute resolution.
  • Provide detailed weekly departmental reports and updates to senior management.
  • Responsible for improving team metrics based on set goals such as handle time, talk time, and survey scores.
Aug 2012Present

Account Services Representative

Bigcommerce Austin, TX
  • Provided a record setting level of product and leadership support to clients.
  • Daily evaluations of CRM reports to resolve areas of improvement.
  • Assisted the Product and Engineering team with creation of customized billing software.
  • Administrated all communications for the legal department.
Sep 2010Aug 2012

Program Support and Development

Vermont Energy Investment Corp. Burlington, VT
  • Named as the lead representative and SME for the Renewable Energy Resource Center.
  • Program management for an Energy Efficiency competition for area schools to develop energy savings.
  • Managed a portfolio of 100 small businesses and their incentive submissions for a state incentive program.

Education

Aug 2002May 2007

Bachelor of Science 

Johnson State College

Political Science