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Team lead Resume Example

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TEAM LEAD
Summary

Top industry expert in corporate training with experience obtaining results. Utilize variety of techniques to get employees trained efficiently and effectively. Leader in developing new instructional methods that increase corporate knowledge, improve employee engagement, as well as retention. Positive partner with corporate leadership in creating training systems. Seeking a position as a corporate trainer within a customer service-based call center environment. Offers advanced computer skills in MS Office Suite, Workday, Ultipro, and other corporate driven applications/systems.

Skills
  • Demonstrated success in running training sessions
  • Solid training manual writing skills
  • Background in team management
  • Ability to present feedback to management/trainees on employee's progress during the training phases.
  • Strong history of exceeding expectations.
  • Able to present information for all learning styles.
  • Knowledge of learning techniques and brain processes.
  • Methods of designing unique team building experiences that promote engagement.
  • Ability to work on a team.
  • Excellent communication skills.
  • Strong customer service background.
  • Commitment to duties and accountability.
  • Strong background with diverse training groups.
  • Exciting and dynamic trainer.
  • Ability to work under pressure and meet deadlines.
  • Strong writing skills.
  • Staff development
  • Policies and procedures manuals
  • Report and document preparation
  • Records management experience
  • ATM, Performance reviews
  • Auditing, Policies
  • Billing, Processes
  • Call center, Progress
  • Closing, Quality
  • Coaching, Quality assurance
  • Excellent communication, Researching
  • Concise, Sales
  • Customer relations, Scheduling
  • Clients, SLA
  • Client, Staff development
  • Customer service, Team management
  • Designing, Employee training
  • Documentation, Trainer
  • Driving, Treasury
  • Focus, Unique
  • Team building, Strong writing skills
  • Managing, Writing skills
  • Meetings, Year-end
  • Mentoring
Experience
Team lead | 09/2019 to 06/2020Allianz Global Assistance - Richmond, VA
  • Responsible for managing a team of 17 remote associates within a travel customer service-oriented call center environment.
  • Promote team engagement.
  • Conduct monthly staff meetings with the team.
  • Communicate all necessary changes within the travel department.
  • Assist with projects to ensure all policies are accurate and up to date.
  • Prepare two monthly focus session reports for each associate.
  • Ensure all associates meet monthly metrics and provide feedback/coaching as necessary.
  • Prepare mid-year as well as year-end performance reviews for each associate.
  • Provide team training/coaching as necessary.
  • Responsible for relaying feedback to upper management on team successes and opportunities.
  • Monitor two calls for each associate on a monthly basis and discuss results with each associate.
  • Assist with escalated calls to ensure a positive experience for the customer.
  • Participate in weekly staff meetings with management staff.
  • Ensure all policies and procedures are being delivered within the team.
  • Accurately report attendance and ensure any issues are addressed in a timely manner.
  • Approve and adjust time sheets for all team associates on a weekly basis to ensure deadlines are met.
Corbank Billing Team Lead | 01/2013 to 09/2019BANK OF AMERICA - Richmond, VA
  • Responsible for managing the ACH Operations and Corbank Billing team.
  • Responsible for managing associates across multiple sites/time zones including India and the US territories.
  • Responsible for taking ownership of the process and driving the business.
  • Responsible evaluating our best practices to ensure for company growth and revenue.
  • Responsible for handling escalations and disputes.
  • Ensuring all payments and fraud claims are properly handled by associates.
  • Performing quality assurance checks on client calls/random items that are processed by associates to ensure accuracy and accountability.
  • Ensuring all documentation is secure and loaded onto the SharePoint site.
  • Onboarding/training new and existing associates.
  • Completing mid-year and yearly performance reviews for associates.
  • Responsible for coaching associates and ensuring a high-level of client satisfaction.
  • Maintaining a high level of accuracy when processing charges.
  • Working with treasury partners to ensure new business.
  • Host, lead, and attend daily meetings to ensure the business runs smoothly.
  • Researching complex charges utilizing several avenues.
  • Working closely with account officers to ensure the highest quality service for our clients.
  • Partnering with our originators to ensure SLA's are met in order to prevent penalties and fines to our institution.
  • Responsible for addressing violations and responding within the appropriate timeframe to mitigate losses for the bank.
  • Driving the business by means of metrics for each associate.
  • Ensuring they follow/meet all goals, deadlines, and deliverables.
  • Responsible for employee time tracking and accountability.
Corporate associate trainer | 01/2008 to 01/2018FIRST CAPITAL BANK - Richmond, VA
  • Conduct new hire trainings for all branch associates with a typical class size ranging from 15-30 associates at one time.
  • Develop, conduct, and train associates after initial new hire program to promote company growth.
  • Lead, develop, and implement an updated training program for branch employees.
  • Develop learning activities which included manuals and assessments to ensure a clear concise understanding of the provided training.
  • Assist with mentoring associates to develop soft skills as well as excellent customer relations.
  • Provide regular appropriate feedback regarding associates progress throughout the training phases.
  • Provided a diverse, fun, energetic, and interactive training environment for each class.
  • Delivered training curriculum to upper management for review/approval two weeks before the requested deadline.
  • Adapt learning styles to each individual to ensure their success with the training program.
  • Actively encourage participation by continually challenging associates in the training environment.
Assistant Branch Manager | 10/2001 to 01/2008FIRST CAPITAL BANK - Richmond, VA
  • Responsible for auditing each teller to assure accuracy and that all tellers are following policy and procedure.
  • Manage and train a team of four tellers for proficiency.
  • Including but not limited to; employee training, new hire training, scheduling, performance reviews, monthly audits, and coaching sessions.
  • Assisting with daily key reports including overdrafts, audits, monthly retention, sales, and new accounts.
  • Responsible for balancing the ATM as well as perform transactions as the ATM Custodian.
  • Handling cash and balancing out at the end of each day.
  • Process deposits and cash items on a daily basis.
  • Responsible for opening, closing, and servicing new accounts for customers.
  • Responsible for generating and increasing sales prospect through quality referrals.
  • Handle the tasks of ensuring compliance with audit and operational regulations and guidelines.
  • Proof teller work using FRED and assisting in the daily balancing of FRED.
Education and Training
Western Governors University - - Salt Lake City,Utah | | B.SBusiness Management, HR Management, 2020
J. Sargeant Reynolds Community College - Richmond,VABusiness Administration, 2010
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Resume Overview

Companies Worked For:

  • Allianz Global Assistance
  • BANK OF AMERICA
  • FIRST CAPITAL BANK

School Attended

  • Western Governors University
  • J. Sargeant Reynolds Community College

Job Titles Held:

  • Team lead
  • Corbank Billing Team Lead
  • Corporate associate trainer
  • Assistant Branch Manager

Degrees

  • Western Governors University - Salt Lake City , Utah | B.S
    J. Sargeant Reynolds Community College - Richmond , VA

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