Alana Baird
About Alana Baird
Alana Baird is a Customer Services Agent at PRA Group in Kilmarnock, United Kingdom, with a background in call quality analysis and customer assistance. She has extensive experience in managing calls with vulnerable customers and has contributed to developing tools to improve customer interactions.
Current Role at PRA Group
Alana Baird currently serves as a Customer Services Agent at PRA Group (Nasdaq: PRAA) in Kilmarnock, United Kingdom. She has held this position since 2015, accumulating nine years of experience in customer service. In her role, she focuses on providing effective support to customers, utilizing her skills to manage various customer inquiries and issues.
Previous Experience at PRA Group
Prior to her current position, Alana worked as a Call Quality Analyst at PRA Group from 2018 to 2020. During her two years in this role, she was responsible for assessing call quality and ensuring compliance with company policies. Her work contributed to identifying best practices for customer interactions, particularly with vulnerable customers.
Experience in Customer Service
Alana has extensive experience in customer service, having worked in various roles prior to her time at PRA Group. She served as a Customer Assistant at Marks and Spencer from 2012 to 2015 and at WARREN JAMES (JEWELLERS) LIMITED for six months in 2015. These positions provided her with foundational skills in handling customer inquiries and enhancing customer satisfaction.
Education and Training
Alana Baird studied at Kilmarnock Academy from 2007 to 2013, completing a six-year education. This academic background has supported her professional development in customer service roles, equipping her with essential communication and interpersonal skills.
Contributions to Call Quality Improvement
In her role as a Call Quality Analyst, Alana played a key role in developing a new scorecard for dual scoring. This initiative aimed to enhance conversational approaches in customer interactions. Additionally, she provided coaching and feedback to improve call quality, which contributed to boosting agent confidence in their customer interactions.