Cayli Mumford

Quality Assurance Analyst @Greenhouse Software

Denver, CO, US

Worked with multiple platforms and departments to initiate and develop an unbiased QA program which aligns with department goals and KPI’s to ensure exceptional customer service is provided consistently across all agents· Performs QA’s for all support agents and provides 1:1 coaching based on agent performance as needed· Develops reward programs and employee recognition initiatives to improve employee morale after multiple rounds of layoffs· Explores current agent expectations and processes for alternatives and areas of potential growth, collaborating with leadership and peers to update practices as the team and company scale

Campo Verde High School

Diploma

Mesa Community College

Associate's degree

Aveda Institute Portland

Certification in Hair Design