Stacy Swinney
Quality Development @Rent The Runway
Signup · Get unlimited contacts
WORK HISTORY
Quality Development @Rent The Runway
Spearheaded internal audits, surveys, and focus groups to identify operational efficiencies and areas for improvement. Developed strategic actions, policies, and improvements aimed at optimizing performance, driving innovation, and enhancing organizational effectiveness. Lead cross-functional initiatives to deliver impactful solutions.Increased agent performance by 6%, as measured by audit scores, by completing scoring assignments based on workload assigned through Maestro QA automations.Enhanced quality alignment by 15%, as measured by calibration meeting outcomes, by attending weekly calibration sessions with the Quality Development team to ensure consistent scoring practices.
EDUCATION
Texas A&M University
B.S., Journalism and Communications; Minor English
SKILLS
ABOUT STACY SWINNEY
Customer Experience Analyst | Quality & Risk Strategist | Loss Prevention & Operational IntelligenceI am a data-driven customer experience and risk professional who specializes in identifying what’s not working, why it’s happening, and how to fix it before it becomes expensive. I analyze patterns in customer behavior, service performance, and financial risk to uncover root causes that impact churn, loss, inefficiency, or dissatisfaction. Where others see isolated complaints or surface-level metrics, I see signals. I ask tough questions and translate insight into action.My background spans customer service quality analysis, internal auditing, fraud prevention, and operational performance improvement. I’ve built my career at the intersection of data, customer behavior, and risk while protecting revenue and elevating the customer experience.As a Quality Development Coordinator, I analyzed service interactions at scale, identified behavioral and operational trends, and translated findings into measurable improvements. Through structured quality scoring and deep-dive trend analysis, I strengthened service consistency, reduced escalations, and improved policy adherence across teams.I don’t just report findings, I build solutions.I approach service quality as both a performance metric and a loss prevention strategy. Breakdowns aren’t just CX issues; they’re revenue, compliance, and risk indicators. I conduct audits to identify inconsistencies to correct issues before they scale.I thrive in ambiguity. Messy data sets, conflicting priorities, and unclear problem statements energize me. I create clarity where others see complexity and communicate insights in a way that drives action across leadership and frontline teams.With a strong foundation in operational risk management, internal controls, and cost reduction strategy, I evaluate impact holistically. Not just what’s happening, but what it costs in dollars, time, compliance exposure, and customer trust.I’m known for: designing proactive retention strategies, strengthening internal controls and audit processes, aligning customer experience improvements with financial outcomes, and remaining calm, objective, and discreet under pressure.I’m drawn to work that requires investigation, pattern recognition, and measurable impact.Customer service isn’t a department, it’s a data source, a financial indicator, and a risk management tool. When analyzed properly, it becomes a competitive advantage.I solve the puzzle — then improve the system that created it.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.