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Lead Resume Example

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Linda CBailey
Summary

Dedicated Customer Service Specialist well-versed in providing impeccable services, successful at building effective relationships and proficient in computer software technologies and problem-solving abilities. Exceptional at processing claims with efficiency and accuracy. Prepared to offer skills and experience to a growth-oriented company.

Skills
  • Computer skills
  • Experience in leadership
  • Team Supervision
  • Issue resolution
  • Client support
  • Quality Improvement
  • Training
  • Call Center Operations
  • Production monitoring
  • Workplace safety
  • Quality control
  • Equipment maintenance
  • Resource Allocation
  • Ability to analyze reports
Experience
Lead
City, StateCompany Name/Oct 2019 to Nov 2020
  • Supervised 20 employees/ in call center setting, documenting attendance and payroll.
  • Answer in excess of 60 calls per day, review calls completeness, accuracy, and compliance with state and federal laws and regulations.
  • Programmed I Pads, cell phones with routing software used for canvassing/tracking progress of each employee.
  • Review computerized data of calls, output in order to track manual calls of the employee to ensure daily metric were met in set time frame.
  • Inspected production equipment, troubleshoot problems and completed minor repairs to maintain functionality.
  • Led working groups to develop strategies for troubleshooting and prepare standard operating procedures for system operations.
  • Developed open and professional relationships with team members, enabling more effective issue resolution.
  • Identified areas of applications for regression testing following software updates, system changes or functionality changes to avoid unnecessary downtime and recoding.
  • Developed and monitored weekly staff schedules.
Military Pay Technician
City, StateCompany Name/Oct 2018 to Sep 2020
  • Protected military operations and maintained Navy member's confidential information by keeping information private.
  • Examined, prepared and processed proper handling of financial transactions and approved transactions within designated limits.
  • Determined and manually computed countable income by calculating Social Security Benefits, Retirement Benefits, Survivors Benefits, Disability Benefits, Worker Compensation Benefits, etc., payments for Navy member's dependents.
  • Checked and determined proportionate shares for the Navy member's dependents.
  • Received, filed and processed paperwork and documents for processing Navy cases.
  • Juggled multiple projects and and tasks to ensure high quality and timely delivery for the Navy service member's Secondary Dependents accounts.
  • Analyzed accurate and valid and/or invalid information for initial and re-certification of eligibility and reported and maintained revenue reports to document proceeds and expenditure trends.
  • Increased Navy member's satisfaction by processing excess of 10 to 15 cases accurately daily and handled discrepancies and help with critical decision, answered questions regarding correct and accurate entry.
  • Assembled classified documents, sorted and filed correspondence, articles, records and other documents to maintain organized filing system.
  • Proofread and cite checked technical letters and memoranda's and other legal documents pertinent to the cases, e.g. affidavits, court orders, and etc.
On Bus Instructor/Bus Driver
City, StateCompany Name/Mar 2012 to Oct 2018
  • Developed and deployed oral and written assessment strategies for optimal review of student abilities.
  • Evaluated student progress and adjusted learning plans to foster progress.
  • Helped students meet diverse professional development goals.
  • Tutored students requiring additional instructional assistance after class.
  • Participated in workshops and trainings to improve skills and learn new methods for classroom instruction.
  • Observed and evaluated student performance and development and provided appropriate feedback on work.
  • Built positive relationships with students, parents, colleagues and administrators.
  • Operated navigation equipment and two-way radio while remaining focused on safety and efficiency.
  • Performed all duties with personable communication and professionalism, including bus operation and passenger interaction.
  • Obeyed all DOT rules and regulations in addition to local laws and stipulations.
  • Assisted disabled passengers in boarding and exiting bus.
  • Maintained timely adherence to schedules and safety protocols.
  • Adhered to school distrinct schedules and routes to ensure timely arrivals and departures.
  • Obeyed traffic laws and follow established traffic and transportation procedures
  • Responded to medical emergencies with calm mindset to smoothly render aid and determine need for advanced medical care.
  • Inspected vehicle daily and personally handled routine upkeep such as adding gas and washer fluids.
  • Maintained strict compliance with safety rules for passenger and driver protection.
  • Prepared detailed reports outlining trip, vehicle, and passenger details.
  • Provided excellent service and attention to students, parents and school staff when face-to-face or through phone conversations.
Education and Training
Bachelor of Science: Business AdministrationIndiana Wesleyan UniversityApr 2015City, State
  • Specialization in Human Resources Laws.
  • GPA 3.06
  • Coursework Studies,
  • Accounting for Business, Accounting for Management, Business Law, Human Resources Management, Human Resources Development, Business Communication, and PHR/SPHR Professional In Human Resources Certification and Personal Finance
Accomplishments
  • Worked as a team member on a special project, Corporate Electronic Document Management Systems (CEDEMS) researching, collecting, organizing, scanning, and purging documents for DFAS-Cleveland to go paperless. Ultimately, which has made all departments operate efficiently and saving time and money. Also, afforded me the opportunity to earn recognition from upper management and financial reward.
  • Create a highly effective standard operating procedures (SOP) for mail delivery for military operations department, which significantly impacted efficiency and improved operations.
  • Maintained all modules of training as required within an established time frame.
  • Promoted to On Bus Instructor due to persistence in following all guidelines, rules and regulations that achieved overall safety of the department.
  • Consistently maintained high customer satisfaction ratings.
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Resume Overview

School Attended

  • Indiana Wesleyan University

Job Titles Held:

  • Lead
  • Military Pay Technician
  • On Bus Instructor/Bus Driver

Degrees

  • Bachelor of Science : Business Administration

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