Name variants:
Carlie Lay,
Carly Lay
Last updated Jul 06, 2024
Contact Information
Workplace
Director of Training and Quality Assurance
Paramus, NJ
Industry
Communication Services
Colleagues
Work History
Director of Training and Quality Assurance
8530 Cliff Cameron Dr, Charlotte, NC 28269
Developed, implemented, monitored and conducted training programs and call quality processes. Conducted four New Hire classes per month and four to eight up-training sessions. Significant i...
Oct 2014 — Apr 2015
Corporate Trainer
Fort Lauderdale, FL
Designed and updated training material for Corporate office as well as offshore sites
Facilitated new hire training for groups of 2-20 employees
Conducted continuing education sessions of...
Jun 2012 — Apr 2014
Customer Intake Supervisor and Workforce Specialist
Fort Lauderdale, FL
Assisted in the creation and achievement of new employee orientation, training, monitoring, and performance platform
Coached and mentored new Sales hires to perform to company's expectatio...
Aug 2009 — Jun 2012
Renewals and Customer Service Agent
Fort Lauderdale, FL
Working alongside the Marketing department for member re-activation
Called patients for proof of delivery on diabetic supply order
Ensured the company's 100% customer satisfaction guarant...
Jul 2008 — Aug 2009
Customer Finance and Customer Satisfaction Supervisor
Responsible for a team of thirty representatives with poor call quality & customer satisfaction skills.
Guiding representatives with steps to improve call quality by doing demos.
Monitori...
Mar 2006 — Jan 2007
Quality Assurance and Dispute Resolution Specialist
Listening to and grading calls for agents with a quota of 75 evaluations per day.
Responsible for handling accounts with balance disputes & forwarding to DHL where appropriate
Assisting s...
Sep 2005 — Mar 2006
Bill Collector and Senior Representative
Contacting customers to collect outstanding balances owed for Sprint Cellular Service & assisting with problems with cellular service
Assisting Supervisors in taking escalation calls.
Wor...
Aug 2004 — Sep 2005
Education
2014 — 2016
Occupations
IT Professional
Software Tester
Executive
Director
Agents
Computer Specialist
Operations Manager
Skills
Training
Coaching
Customer Service
Team Building
Healthcare
Leadership
Call Centers
Process Improvement
Human Resources
Recruiting
Program Management
Cross Functional Team Leadership
Microsoft Office
Employee Training
Team Leadership
Operations Management
Strategic Planning
Data Entry
Nursing Education
Public Speaking
Job Coaching
Training Delivery
Leadership Development
Quality Assurance
Powerpoint
Microsoft Word
Microsoft Excel
Outlook
Instructor Led Training
Data Analysis
Staff Development
Crm
Software Documentation
Onboarding
Management
FAQs about Carla Lay
What is the profession of Carla Lay?
This professional's job is Education Management
What are the main profession of Carla?
These person's professions are IT Professional and Software Tester
Where is Carla Lay currently located?
Carla is located in Pompano Beach, Florida.
Where did Carla Lay work?
Carla Lay worked at Quantum 3 Media, Brightsky - Your Diabetes Connection.
What education does Carla Lay have?
Carla studied at the Broward College from 2014 to 2016.
What are the skills of Carla Lay?
This professional has skills in the following areas: Training, Coaching, Customer Service, Team Building, Healthcare, Leadership, Call Centers, Process Improvement, Human Resources, Recruiting, and Program Management.