Tim Heffley

· Editing AI-assisted transcriptions for client video content, ensuring high accuracy and readability. · Performing quality assurance on the work of other editors, ensuring consistency and adherence to transcription standards and client specifications. · Collaboration with a diverse range of clients, including corporations, academic institutions, and media productions (film, television, and web), to meet specific transcription needs and deadlines. · Ensuring transcription content adheres to client-specific guidelines, offering tailored solutions for various industries and types of content, including accessibility.

· Led and coached a remote team of up to 30 customer service representatives, providing ongoing support for call handling and technical troubleshooting for systems and client applications. · Provided timely, constructive feedback on agent performance based on evaluations, client KPIs, and quality standards, ensuring continuous improvement. · Served as a supervisor upon request, addressing escalated issues from both customers and agents, with a focus on resolution and support. · Monitored real-time agent performance using proprietary and Avaya phone systems, ensuring call processing goals were consistently met and improved, while maintaining regular communication with agents via chat and phone. In 2010, the positions transferred from in-office at West Corporation to fully remote as part of the At-Home project, which was later acquired by Alorica in Q1 2015.

· Trained and onboarded new Flow Team members, ensuring the understanding of expectations and adherence to safe, proper procedures for unloading freight and stocking merchandise on the sales floor. · Monitored trainee progress and evaluated performance, providing feedback to ensure consistent quality, efficiency, improvement, and that company standards were met.