Kerensa Slay
About Kerensa Slay
Kerensa Slay is a Quality & Insights Analyst at Asurion, specializing in call monitoring and process improvement.
Quality & Insights Analyst at Asurion
Kerensa Slay has been serving as a Quality & Insights Analyst at Asurion since 2019. In this role, she utilizes Voice Analytics software to enhance call monitoring and create specific call type views within eTalk. Kerensa's responsibilities also include performing qualitative and quantitative technical analyses to assess performance and report on significant trends affecting the company and customer expectations. Additionally, she collaborates on AOP-related projects and interfaces with Operations leadership, Vendors, and cross-functional areas to provide recommendations on continual process improvement.
Customer Experience Quality Analyst at Asurion
From 2014 to 2019, Kerensa Slay worked as a Customer Experience Quality Analyst at Asurion in Crestview, Florida. During her tenure, she was responsible for monitoring and assessing the quality of customer interactions, editing audio and video content from customer calls for various requestors, and providing detailed reports on performance trends. Her role also required close collaboration with operations leaders and vendors to recommend and implement continuous process improvements.
Supervisor, Authorizations & Parts at Asurion
Kerensa Slay served as Supervisor for Authorizations & Parts at Asurion from 2008 to 2014. Based in Crestview, Florida, she took on direct supervisory responsibilities, ensuring the efficient operation of authorization processes. She led her team in managing parts and authorizations, contributing to the overall effectiveness of service operations.
Education in Business Administration and Management
Kerensa Slay achieved an Associates of Arts in Business Administration and Management, General at the University of Phoenix, from 2006 to 2008. Her studies provided a strong foundation in business principles, including management practices and administrative skills, which have supported her professional roles.
High School Education
Kerensa Slay completed her high school education at Osterholz American High School, DoDDS, obtaining a High School Diploma from 1986 to 1989. Her basic education laid the groundwork for her further studies and professional development.