Rylee Nafziger

I was recently laid off by Thryv, one of the leaders in SaaS options for small businesses. But at five years with the company, plus additional years elsewhere, I bring a wealth of experience in customer service. Within my Call Quality role at Thryv, every team I worked with saw incremental growth in client satisfaction, which tremendously improved our brand image. I am passionate about expanding opportunities for the people I work with and leaving a positive impact anywhere I go. 

I have worked at Thryv for over five years as a Call Quality Analyst following a brief stint in Operations as an Escalations specialist for our Social Media team. I was specifically tasked with overseeing development and growth in our offshore partners in Manila and New Delhi. Under my care, both of those offshore teams saw incremental growth in terms of customer satisfaction based on a review of our caseload when compared to the number of cancellations.

I did not go to school for this position. But I did receive an outstanding mentorship through my manager, who brought me over from Social after seeing my work on Escalation Management as a bridge between Operations and her small, but largely insular team.