Kyra millar

Work history:

• Job Title: Director of Customer Service

  Company: Unagi Scooters

  Period: May 2022 - May 2024

  Role Description:

   · Establish high customer service standards by
  collaborating with the 15-member CX Escalation team to resolve issues while driving continuous
  improvements in customer experiences after setting metrics, goals, and
  reporting mechanisms.  

  · Perform HR-related activities, including
  recruiting qualified candidates and coordinating ongoing training efforts to
  develop a top-performing and dynamic Customer Service team as per staffing standards. 

  · Analyze customer feedback, uncover areas of
  opportunity, and implement value-driven solutions to consistently enrich
  customer experiences and attain a surge in satisfaction/loyalty metrics. 

  · Complete periodic performance evaluations to
  determine individualistic strengths/weaknesses against KPIs and submit detailed
  reports for management decisions. 

  · Showcase problem-solving and critical thinking
  skills combined with emotional intelligence and active listening abilities to
  de-escalate complex customer issues, keeping customer satisfaction as the
  topmost priority. 

  · Cultivate partnerships with key stakeholders
  across multiple departments to comprehensively assess and understand
  requirements, aligning departmental goals with organizational objectives. 

  · Maintain seamless transitions during change
  management initiatives to achieve positive organizational outcomes.  

• Job Title: Director of Traffic

  Company: Meredith Corp

  Period: April 2017 - May 2022

  Role Description:

   · Provided strategic direction to 15 teams
  regarding Commercial Operations by adopting a lead-by-example management style
  with a focus on maximizing efficiency through the creation of scalable processes. 

  · Collaborated with Content, Sales, Production,
  IT, and other departments by establishing a smooth flow of communication to
  enable easier dissemination of information and resolution of issues. 

  · Addressed any scheduling conflicts and made
  necessary adjustments by considering unforeseen changes in programming or
  advertising sales, exhibiting adaptability and improvisation.  

Education:

• Indiana University NW

  Bachelor's Degree – Communication

  Period: May 1993 - May 1998