Brandy Olden
Sr. Director of Consumer Support | Six Sigma Yellow Belt
- Role
- Sr Director of Consumer Support at myLaurel®
- Location
- Las Vegas, NV, US
- LinkedIn followers
- 500 followers
About Brandy Olden
A results-driven leader with over 20 years of experience in high-volume contact centers…
Experience
Sr Director of Consumer Support
Jan 2024 — Present · Las Vegas, NV, US
Lead and manage a team of 10+ consumer support agents and 5 care coordinators, overseeing Medicaid/Medicare at-home appointment programs.Reduced cancellation rates from 27%(2023) to 18%(2024) through process optimization.Maintained high performance metrics:Conversion rate: 34%Attrition: 5%(2022–2025)Absenteeism: 3.4% weeklyEngagement: 87%+Net Promoter Score (NPS): 92%Quality Assurance (QA): 94%Implemented Genesys Cloud phone system to enhance communication efficiency.Conducted department capacity planning and responder safety oversight.
Education
College of Southern Nevada
N/A, Business Administration and Management, General
1996 — 1998
College of Southern Nevada
Bachelor of Arts, Art/Art Studies, General
Nevada Career Institute
Certified nurses assistant, Nursing Education
1995 — 1996
Nevada Career Studio
Certified Nursing Assistant (CNA)
Skills
- Process Improvement
- Team Building
- Management
- Customer Engagement
- Managerial Finance
- Workforce Performance
- Conflict Resolution
- Google Docs
- Quality Assurance
- Mass Hiring
- Customer Support
- Microsoft Office
- Data Management
- Customer Satisfaction
- Training
- Customer Retention
- Customer Service
- Data Analysis
- Six Sigma
- Customer Relationship Management (Crm)
- Microsoft Word
- Coaching
- Customer Experience
- Microsoft Excel
- Leadership
- Customer Experience Management
- Account Management
- Situational Leadership
- Salesforce.com
- Mediation
- Jira
- Hiring Practices
- Medical Assisting
- New Hire Orientations
- Salesforce
- Business Process Improvement
- Workday
- Data Entry
- People Management
- Peer Mediation
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