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Experienced Team Lead Resume Example

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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Summary

Motivated Service Delivery Manager with a background training and coaching peers to achieve project and personal goals. I come with more than 4 years of experience recommending business improvements that result in opportunities. Reputable leader ready to evaluate client needs and find solutions that exceed expectations. Considered a focused decision-maker and offering a pleasant personality.

Skills
  • Proficient in Microsoft Office
  • Leadership
  • Deadline-oriented
  • 5yrs postage machine experience
  • 3yrs of reprographics Experience
  • Customer Satisfaction
  • Team building
  • Process improvement
  • Organization
  • Team building
  • Planning and coordination
  • Communications
  • Inventory management
  • Problem resolution
  • Customer service
Experience
Experienced Team Lead, 10/2013 to 09/2015
Cambridge Associates Llc San Francisco, CA,

Responsibilities

  • Maintain team productivity metrics.
  • Provide detailed monthly departmental reports and updates to senior management.
  • Proactively addressed negative customer feedback immediately.
  • Received and resolved customer questions regarding services, issues, and/or complaints.
  • Produced materials: printed/copied/scanned internal and external client deliverables (ie Tax returns, Financial reports, and Presentation coverbind documents).
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.

Achievements

  • Successfully monitored the daily activities of 4 customer support teams (25 ppl), across three shifts.
  • Developed, implemented and monitored value add programs to maximize customer satisfaction.
  • Effectively communicated with team members, one-on-one or in team huddles, to define and establish expectations.
  • Developed good rapport with shareholders and the clients by handling difficult issues with professionalism and consistency.
  • Recognized by management for providing exceptional customer service.
Office Services Team Lead, 10/2015 to 11/2016
Everstream Philadelphia, PA,

Responsibilities

  • Oversaw a multi-functioning operation with a team of 4.
  • Met with the Office Services Manager weekly to discuss upcoming projects and National initiatives.
  • Assisted new hires in multiple job functions (ie: reception, guest services, and workplace services) across 4 sites (NYC, Stamford, Melville, and Florham Park).
  • Conduct monthly KPI walk-throughs with the OSM for maintenance updates.
  • Provided monthly KPI scorecards to senior manager via NoviMetrix tracking system.
  • Responsible for creating badges for new hires and deactivating badges upon peoplesoft onboarding/offboarding system.
  • Provided weekly peoplesoft updates to PwC colleagues and my team to effectively manage mail folder distributions and file drawer allocation.
  • Identify facility issues and report to the appropriate parties. (ie: light outs, fabric stains, smudges, cracks, etc).
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.

Achievements

  • Successfully created a system via Excel to track inventory and monitor supply spending.
  • Trusted as badge creator and overseer by the OSM.
  • Supported and collaborated on National site projects (ie file drawer auditing, office densification, resident hotelers workspace conversions to shared mobile workspaces, and office moves).
  • Performed site evaluations, customer surveys and team audits.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Earned reputation for good attendance and hard work.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Recognized by management for providing exceptional customer service.
Service Delivery Manager, 11/2016 to 07/2020
Conduent Incorporated Toledo, OH,

Responsibilities

  • Oversaw 14 employees across 2 locations (NYC & Florida).
  • Responsible for new hire training across each site on company polices, work processes, and technology software utilization.
  • Gathered data from each site to populate Hospitality 360 metric reports.
  • Utilized H-360 system to collect analytical data based on specific KPI's to provide high level overview.
  • Met Bi-weekly, Monthly, & Quarterly with Amex to discuss current and future state of services provided.
  • Collaborated with business executives to discuss and understand IT problems negatively affecting operations.
  • Developed long lasting and effective relationships with clients by providing onboarding, in-depth training and continuous technology support.
  • Monitored team performance based on daily activities, customer interactions, surveys feedbacks and annual reviews.
  • Approve employees time & vacation entries based on daily scheduling breakdown to effectively support day to day responsibilities.
  • Worked with my senior leader & Exela marketing to ensure any and all signages/posters were created and distributed accordingly per Amex approval to each office (NYC, Sunrise, PHX, & SLC).

Achievements

  • Successfully achieved above 94% service excellence in survey reviews.
  • Consistently achieved above 98% compliance against our SLA's.
  • Viewed as the Service Matter Expert for New Service Start-ups, Implementations, and tours.
  • Implemented Bi-weekly touch base groups between American Express and Exela.
  • Collaborated with Exela Technology Specialist to recreate the system to specifically track Amex expectations (KPI's).
  • Remained favorable to $64K supply budget each year.
  • Successfully created team building exercises to improve team moral by allowing employees to conduct meetings, lead trainings, create specific operational topics that could enhance the services, and execute effective ways to provide the services promptly.
  • Provided guidance to Genius program employees based in NYC & PHX with AMEX processes, polices, and how Ambassadors engage with the colleagues.
Customer Service Team Lead, 08/2010 to 09/2013
PricewaterhouseCoopers City, STATE,

Responsibilities

  • Oversaw 14 floor Ambassadors in daily operations of the Office Service organization.
  • Work with the Facilities/Office Services Coordinator and PBMS site SDM to create and pilot the "Floor Ambassador Program".
  • Maintain inventories, and acted as liaison with the supply department to insure that JIT ordering process was utilized and functional.
  • Gathered data information from meeting & events database to coordinate all room set ups with my team & required staff.
  • Daily monitoring and metric reporting for the My Services database support services job submission database.

Achievements

  • Managed all correspondence and production workflows to ensure quality standards, and SLA's were met, or exceeded, based on established KPI's objectives and follow up.
Education and Training
High School Diploma: General Studies, Expected in 2006
to
Fannie Lou Hamer Freedom HS - Bronx, NY
GPA:
Activities and Honors

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Resume Strength

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Resume Overview

School Attended
  • Fannie Lou Hamer Freedom HS
Job Titles Held:
  • Experienced Team Lead
  • Office Services Team Lead
  • Service Delivery Manager
  • Customer Service Team Lead
Degrees
  • High School Diploma

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