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Assistant Coordinator/Team Lead Resume Example

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ASSISTANT COORDINATOR/TEAM LEAD
Summary

Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Highlights
  • Active listening skills
  • Energetic work attitude
  • Call center management experience
  • Adaptive team player
  • Sharp problem solver
  • Courteous demeanor
  • Strong organizational skills
  • Seasoned in conflict resolution
Accomplishments

Customer Service 

  • Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

Customer Interface 

  • Assisted customers over the phone regarding store operations, product, promotions and orders.

Customer Assistance 

  • Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.

Managed call flow with up to 200 calls in queue.

Education
2010
GED Tillinghurst Adult Education － Columbus, GA, US
2017
Associates: Business Administration University of Phoenix － Columbus, GA, US

2.9 GPA
Experience
04/2011 to Current
Assistant Coordinator/Team Lead Road America Motor Club － Columbus, GA
  • Provided daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
  • Provided continual evaluation of processes and procedures.
  • Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
  • Provided statistical and performance feedback and coaching on a regular basis to each team member.
  • Wrote and administered performance reviews for skill improvement.
  • Available for employees who experience work and/or personal problems providing appropriate coaching, counseling direction and resolution.
  • Ensured employees have appropriate training and other resources to perform their jobs.
  • Responded to and resolved employee relations issues expressed by team members.
  • Created and maintained a high-quality work environment so team members are motivated to perform at their highest level.
  • Addressed disciplinary and/or performance problems according to company policy.
  • Prepared warnings and communicated effectively with employees on warnings and made effective/appropriate decisions relative to corrective action as required.
  • Assisted the manager with daily operation of the call center to include the development, analyze and implementation of staffing, training, scheduling and reward/recognition programs.
  • Worked as a member/leader of a special or ongoing projects that are important to area/process improvement.
  • Shared continual responsibility for deciding how to manage the employees, and ensured calls are handled efficiently and effectively.
  • Established work procedures and processes that support the company and departmental standards, procedures and strategic directives.
  • Used appropriate judgment in upward communication regarding department or employee concerns.
09/2010 to 01/2013
Customer Service Representative Check into Cash － Phenix City, AL

  • Provided superior customer service to customers, processed in store loan applications and assisted with marketing promotions.
  • Performed necessary customer verifications to validate information presented is accurate.
  • Ensured transaction check numbers match checks in printer and processed loan applications per established guidelines.
  • Answered telephone inquires in response to general questions, customer applications, requests or other issues.
  • Placed outgoing customer courtesy calls and appointment reminders in accordance with federal regulations and store operating procedures.
  • Escalated customer complaints to the Store Manager if unable to resolve the issue directly with the customer.
  • Balanced individual batch receipts with store sales reports at end of day and assisted with resolving over/shorts as needed.
  • Assisted in the execution of all Company marketing plans and programs, ensuring precise and timely set-up, excellent execution and within established deadlines.
  • Responsible for compliance with company /State policy and procedures including Federal regulation where applicable.
  • Ensured customer counter area and store is clean and stocked with the supplies necessary to conduct daily business.
  • Ensured store appearance (internal and external) is maintained to company standards.
  • Called banks to determine if checks returned for non-sufficient funds (NSF) can be collected.
  • Make bank runs to collect on NSF checks.
  • Courtesy calls
  • Handle and count currency, cash, and coins to include managing a cash drawer, counting cash deposits, moving cash from secure safe to cash draw and other cash handling requirements.
  • Participated in roadside marketing as needed.
  • Participated in field collections as needed.
  • Other duties assigned.
Skills

Proficient in all Microsoft applications, travel arrangements, compliance, process-improvements, and reporting

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Resume Overview

Companies Worked For:

  • Road America Motor Club
  • Check into Cash

School Attended

  • Tillinghurst Adult Education
  • University of Phoenix

Job Titles Held:

  • Assistant Coordinator/Team Lead
  • Customer Service Representative

Degrees

  • GED
    Associates : Business Administration

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