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Team Lead Resume

5.00/5 (Submit Your Rating)

Kansas, CitY

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SUMMARY;

To collaborate on training manuals, and any customized training that will allow me to asses training needs and to exceed goals of the organization in training new and current employees

TECHNICAL SKILLS:

  • Training, ICOMS, AAD, C360 Dashboard, PowerPoint, Scheduling, Facilitative Leadership, Word, Excel, Organization Planning, Cable Support
  • I am Adaptable, Coachable, Customer Experience Focused, Eager to Assist, Approachable, Great Communicator, and Timely/Prompt
  • I am good at learning and retaining what I have learned

PROFESSIONAL EXPERIENCE:

Confidential, Kansas City

Team Lead

Responsibilities:

  • Multi - task supervisor call back emails, real time escalation calls, managed escalation tickets along with assisting agents.
  • Help agents improve performance by setting clear expectations
  • Assist over 15-18 agents per day with order entry, billing, company processes/procedures
  • Lead weekly huddles and created presentations for call center teams
  • Maintain professional tone and attitude with agents and customers
  • Support new hire training classes as a SME
  • Negotiate compromises
  • Research company resources to resolve agent and customer concerns

Confidential, Kansas City

Customer Care II

Responsibilities:

  • Followed-up with Customers to establish and maintain a seamless moving experience
  • Established a track record of success by being awarded the CSEA award 2yrs in a row and helping to improve team process through several focus groups
  • Organized customer records using salesforce and Outlook to make follow-up calls and mail personalized “Appreciation Cards”
  • Coordinated with multiple departments to enhance the customer experience
  • Assisted clients by establishing a seamless process for moving their services from one location to another while delivering the Personal CONCIERGE Experience that will last long after the move is completed

Confidential

Customer Care II

Responsibilities:

  • Responsible for taking inbound Tier 1 calls for Digital Video Services to identify and resolve customer related concerns while focusing on the Xanadu initiative
  • Exceeded expectations by being held accountable to SMART goals
  • Successfully handled extremely irate customers by taking ownership and keeping a positive tone
  • Used the S3 sales process to identify customer needs
  • Assisted the trainers with the new hire classes as an Ambassador
  • Provided feedback regarding personal goals and ideas during individual coaching sessions with my supervisor
  • Met/Exceeded individual goals

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