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Team Leader Resume

Aurora, CO

SUMMARY:

An effective and solutions - driven Business Customer Care and Technical Support Professional with demonstrated proficiency in applying exceptional analytical and problem solving skills; A proven Leader with hands-on, collaborative style and customer oriented focus while streamlining working processes to enhance organizational effectiveness and efficiencies in fast-paced environments, who adeptly leverages outstanding communication and interpersonal skills to cultivate results-centered working relationships.

AREAS OF EXPERTISE:

  • Student Loan Industry | Problem Solving
  • Customer Satisfaction | Communication
  • First Call Resolution | Critical Thinking
  • Issue Analysis Escalation Resolution
  • Telecommunications ILEC Phone Support
  • Cable Internet Phone Technical Support
  • Leadership | Service Excellence
  • Coaching |Managing Multiple Priorities
  • Customer Accounts Payment Processing
  • Decision Making | MS Office Products
  • Police and Emergency Services Dispatch
  • Cell Phone Activations Troubleshooting

PROFESSIONAL HISTORY:

Confidential, Aurora, CO

Team Leader

Responsibilities:

  • Lead 20 government student loan servicing agents, responsible for 60 quality monitoring calls month, review complaint calls, provide coaching and development, handle escalation and double escalation calls, perform team training, create team contests and validate winning results. I also support the supervisor by providing recommendations for corrective actions, along with daily, weekly, and monthly team performance reports.
  • Winner of the Team Lead Q1 2018 award based on team improvement
  • Team was awarded Team of the Month for 4 Months in 2017
  • Led team to lowest 10% reduction count across all three Confidential Call centers 2017 - 2018
  • Created specialized Excel for tracking QA scores, complaint calls and coaching, used by all leads across the enterprise

Confidential, Englewood, CO

Business Customer Care Technical Support

Responsibilities:

  • Performed troubleshooting and technical support of video, internet, and phone service issues to business customers, including billing and repair issues and change of service requests; provided training to multiple teams, as well as providing floor support to other agents
  • #1 in First Call Resolution
  • Lowest Average Call Handle Time
  • Excelled at Sales Goals
  • Selected to handle Supervisor Calls in absence of supervisor, de-escalating elevated calls and resolving issues;
  • Asked to handle level 1.5 escalated issues due to knowledge and customer care skill.
  • Chosen to present One Note filing system to multiple teams;

Confidential, Aurora, CO

Customer Service Representative

Responsibilities:

  • Resolved customer complaints regarding delivery issues and product quality; Assist customers & entering orders, received via fax & email; tracking shipments and product selection via inbound calls;
  • Promoted to High Touch Specialty accounts with a four hour resolution timeframe that involved detailed instructions and special handling, included use of fax and email entry of orders

Confidential, Stoneville, MS

Lab Technician

Responsibilities:

  • Researched bee and insect related pesticides, cataloged research documentation, responsible for maintaining insect colony survival, tracked temp data for prime colony development.

Confidential, Englewood, CO

Customer Service/Sales Support

Responsibilities:

  • Processed corporate customers special order requests via inbound phone and emails; Ran created for and activated cell phones from sales office calls
  • Handled sales staff manual order processing; Worked with corporate accounts with 1000+ Lines changing models of phones and adding and removing lines from these accounts

Confidential, Thornton, CO

Financial Services Representative

Responsibilities:

  • Assisted customers with billing questions, payment arrangements and processing, sales

Confidential, Aurora, CO

Dispatcher / Customer Support

Responsibilities:

  • Dispatched police and emergency services;. Notified customers and alarm contacts

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