Jenelle H.

About Jenelle H.

Customer Experience Specialist with expertise in quality assurance, retention & …

Experience

1. Quality Analyst Trainer

   ICANN

   Feb 2022 — Present · Los Angeles, CA, US

   Assess quality aspects related to performance of individuals within the global ICANN org external support functions & provide ongoing coaching & feedback to drive continuous process improvement. Monitor global inbound & outbound calls, email communications, & case comments. Analysis of these channels with result in ongoing assessment of Global Support team member demeanor, technical accuracy, customer service performance, & conformity to company policies & procedures.Assist & lead efforts in survey design, implementation, reporting survey results, provide training & continuous development on difficult customer interactions. Further, define, promote & evolve a shared definition of quality level of team member performance, as well as develop & monitor the effectiveness of escalation procedures for the Global Support Team.Quality Assurance• Lead global QA calibration sessions with management to ensure consistent delivery of brand & compliance with all regulations.• Conduct monthly audits for compliance; report on results & develop action plans for continuous improvement.• Perform call monitoring, case review, & provides trend data to management team.• Coordinate & facilitate communication calibration sessions for the Global Support Team.• Participate in the design & ongoing evolution of verbal and written communication formats & quality standards.Coaching & Training• Identify future & current training needs based on Global Support Team goals, assessing quality performance & data analysis.• Monitor and evaluate the training program’s effectiveness & recommend changes.• Ensure all training is consistent with desired behavior & ICANN brand, policies & procedures.• Develop effective evaluation & testing procedures once training has been administered• Ensure all training curricula are taught to new hires & tenured staff in a standardized & consistent manner.• Provide ongoing feedback & coaching of quality results to the Global Support Team.

Education

• California State University-Long Beach

  Bachelor's degree

  2013 — 2016

• Fullerton College

  Associate of Arts (A.A.)

  1997 — 2002

• UC Irvine

  Strategic Leadership Development

  2016 — 2019

• Rio Hondo College

  POST Disptach Certification

  2008

Skills

• Teamwork
• Contract Negotiation
• Apartments
• Hospitals
• Human Resources
• Payroll
• Microsoft Office
• Sales
• Microsoft Word
• Team Leadership
• Outlook
• Recruiting
• Team Building
• Management
• Healthcare
• Event Planning
• Public Speaking
• Property Management Systems
• Public Relations
• Budgets
• Employee Relations
• Strategic Planning
• Project Management
• Customer Retention
• Customer Service
• Operations Management
• Training & Development
• Marketing
• Social Media
• Administration
• Leadership Development
• Access
• Leadership
• Property Management
• Program Management
• Social Networking
• Inventory Management
• Coaching
• Real Estate
• Communication