Dedicated and detail-oriented people leader with various years of experience. Skilled at prioritizing, completing multiple tasks simultaneously and following through to achieve goals, such as developing our associates and strengthening metrics. Flexible and goal-oriented team player and dependable and hard worker.
Skills
People leader
Bilingual
Superior communication skills
Courteous demeanor
Effective Team Player
Resolution-oriented
Motivator
Passionate
Goal-oriented
People developer
Education and Training
Trinity High SchoolEuless, TXExpected in 06/2011 – –High School Diploma: - GPA:
Experience
Chicago Lighthouse - Customer Care Team Lead Chicago, IL, 06/2018 - Current
Repeat Callers Team Lead- Currently I am over seeing a total of 8 agents. Analyzing and making sure agents are meeting their goals and expectations. Providing support for all lines of business with any escalated calls or issues. I pay close attention to detail and report any agent behavioral, pay and attendance issues to my leader. I conduct weekly touch base meetings with each of my agents to go over expectations, goals and metrics, also to let them just speak to me about anything bothering them in effort for me to see what I can do to better help them preform their job duties. I focus on creating realistic development plans with agents in order to boost moral and help them develop within their role and strengthen their skills for a future opportunity within the company
Chat Team Lead- During my time as a Chat leader I over saw a total of 14 agents which I would have to pull metrics and study work behaviors and patterns and see how we could improve chat proficiency and try to resolve our customers issues in a quick and professional manner. I was responsible of conducting daily team huddles, meeting with agents not meeting expectations and having coaching conversations with agents. Escalated any issues agents were having to appropriate teams and personnel and made sure my agents were supported and felt motivated in order to be able to best assist our customers.
Bilingual Team Lead- In this position I was responsible for an entire team of 15 agents that were all bilingual. I would make sure agents were supported and assisted. I would over look the teams metrics and look for any coaching opportunities, held coaching's and touch base meetings with the entire team and with agents that were not meeting metrics. Strategized on how to improve team metrics as a whole and how to improve and boost team moral in order for them to feel comfortable and want to produce great stats. Provided my Team Managers with weekly agent reports and relayed any important attendance and pay issues over to leadership.
Nesting Lead- In this role I was responsible for the training and development of a new hire class. I worked along learning and development team to train a class of new hires for the bilingual team and help develop them into confident and trained agents that can join assist with supporting customers. I conducted team huddles before and after the work day, conducted team meetings and met with specific agents to have coaching conversations. I did make critical decisions and provided information to our operations team in order to make decisions on struggling and out of culture agents.
Senior Resolution Specialist- In this role I was responsible for investigating claims and analyzing supporting documents to resolve complaints. Interacting with customer in a professional and courteous manner. Provided exceptional customer service by helping customers find specific products, answering questions and offering advice. I also maintained consistent efficiency and professionalism while managing high-volume shifts.
Valmont Industries, Inc. - Truck Lead/Cook Visalia, CA, 04/2015 - 06/2018
Truck Lead- As a truck Lead I was more responsible for day-to-day operations of the the cookout truck we worked on. Making sure the truck was safe and driveable and made sure maintenance( Registration, Inspections, Engine Maintenance) was up to date. I was responsible for booking events and speaking to clients and driving the truck to events. In addition to being responsible for the truck I was also responsible for training and development of associates. Interviewing and making sure new hires were a good fit for the working culture being created in that environment.
Cook- In this position I was responsible for setting up and stocking stations with all necessary supplies. Prepped food for service cooked menu items in cooperation with the rest of the kitchen staff while providing great customer service.
Operator- In this position I was responsible for loading closed and flatbed trailers after the welders were finished working on items. Updated computer tracking system with all material movements. Managed work with little supervision. Arranged and stored materials, machines, tools and equipment and assisted with clerical duties and documented daily work assignments.
Chick-Fil-A - Kitchen Director/Cashier City, STATE, 03/2010 - 07/2013
Launched wellness plans to reduce stress, boost morale and increase productivity.
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