Michael Robb

• Built a QA framework for a customer service team to audit customer-facing interactions for communication skills, customer notes, compliance, and resolution.
• Developed a process to audit high-risk interactions for any brand-damaging threats, including regulatory complaints, manager escalations, discrimination, media threats, and more.
• Created and facilitated sessions based on monthly QA results to address areas needing improvement.
• Utilised PowerBI, Excel, and Amazon Connect to create reporting for QA, VOC, and Post Call Surveys, and presented these to the wider Customer Experience team and General Manager.
• Facilitated calibration sessions with team leaders to ensure QA and lead alignment across the framework.
• Produced daily reports on store credit issuance, identifying system issues preventing customer outcomes and ensuring they are resolved.

• Collaborated with colleagues across support and sales teams and built and maintained high-trust relationships with stakeholders.
• Provided coaching and tailored recommendations to leads and advisors, encouraging team growth through suggested improvements.
• Worked with the team to triage potential tooling needs and issues.

• Provided solutions to business owners via Facebook, Twitter, and Community Forums.
• Partnered with Shopify's brand team to produce and post compelling Twitter content that boosted engagement and brand awareness.