Experienced Call Center Team Lead well-versed in managing inbound calls in fast-paced settings by utilizing strong listening, communication and prioritization skills. Superior trainer and mentor with 4 years' experience in being a Team Lead. Enthusiastic and hardworking team player with a demonstrated track record of achievement in call center environments. Adept at meeting customer needs while exceeding productivity standards. Desiring a new role with the chance to advance professionally and contribute to team success. Cheerful and upbeat Team Lead with history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Detail-oriented approach to resolving CRM issues.
Skills
Employee training
Quality controls
Knowledge database expertise
Recognition programs
Call center operations
Providing customer support
Performance monitoring
Call documentation skills
Communicating with clients
Resolving issues
Professional telephone voice
Data entry
Account updating
Inbound phone call management
System documentation
Quality assurance optimization
Customer communications
Training and development
Report preparation
Quality assurance controls
Call control skills
Data gathering
Call controlling
Training experience
60 WPM
Quality control
Interpersonal skills
Experience
10/2017 to 06/2021
Call Center Team LeadChicago Lighthouse – Chicago, IL,
Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services.
Managed customer concerns with calm demeanor and knowledgeable service.
Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees.
Directed team of 12 associates handling inbound calls.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Accurately documented calls and caller information in microsoft software and made updates to data as needed.
Coached agents on how to improve calls.
Tracked agents daily progress in microsoft software and updated it daily.
03/2015 to 10/2017
Daycare ProviderAvera Health – Estherville, IA,
Secured indoor and outdoor premises to protect children under care.
Balanced schedules to provide optimal rest, play and educational periods.
Discussed new developments, misbehavior and concerns with parents or guardians.
Recorded information about behavior, food service and medication dispensing.
Helped prepare meals, snacks and refreshments for children, accounting for individual dietary needs and restrictions.
Enforced rules to teach manners and maintain safe environment.
Incorporated music and art activities to encourage creativity and expression.
Kept children safe and secure at all times.
Used techniques such as positive reinforcement and behavior modeling to instill discipline in children.
Engaged groups of culturally diverse children in creative, safe and focused setting.
02/2014 to 03/2015
CNARochester General Health System – Norfolk, NY,
Conducted routine checks on standard patient vitals, including blood pressure, blood sugar and heart rate.
Engaged with patient family and friends to provide courteous, efficient visit experience.
Responded to patient alarms and needs-assessment requests to identify course of treatment.
Collected specimens, monitored vitals and maximized patient comfort to maintain optimal environment.
Documented activities and recorded information in EMR system.
Administered personal nursing assistance in pre- and post-operative situations.
Documented patient intake and dietary requirements, also assisting with feeding and monitoring.
Collaborated with interdisciplinary healthcare teams to provide high-quality patient care.
Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
Facilitated activities of daily living, including personal hygiene management, feeding and ambulation.
Managed and maintained patient rooms, shared-living areas and nursing stations.
Exhibited compassionate care and communication regarding issues surrounding death and dying.
Documented information in patient charts and communicated status updates to interdisciplinary care team.
08/2012 to 02/2014
CNARochester General Health System – Penn Yan, NY,
Conducted routine checks on standard patient vitals, including blood pressure, blood sugar and heart rate.
Engaged with patient family and friends to provide courteous, efficient visit experience.
Responded to patient alarms and needs-assessment requests to identify course of treatment.
Collected specimens, monitored vitals and maximized patient comfort to maintain optimal environment.
Documented activities and recorded information in EMR system.
Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
Administered personal nursing assistance in pre- and post-operative situations.
Documented patient intake and dietary requirements, also assisting with feeding and monitoring.
Collaborated with interdisciplinary healthcare teams to provide high-quality patient care.
Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
Facilitated activities of daily living, including personal hygiene management, feeding and ambulation.
Managed and maintained patient rooms, shared-living areas and nursing stations.
Exhibited compassionate care and communication regarding issues surrounding death and dying.
Documented information in patient charts and communicated status updates to interdisciplinary care team.
Education and Training
Expected in 05/2007
High School Diploma: Sterling High School - Sterling, IL, GPA:
Expected in
: CNA Sauk Valley Community College - Dixon, IL GPA:
Accomplishments
Consistently maintained high customer satisfaction ratings.
Promoted from Call Center Agent to Call Center Team Lead, in less than 12-months
Created highly effective new recognition program that significantly impacted efficiency and improved operations.
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