Team Lead Resume Example
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TEAM LEAD
Professional Summary
Organized Team Leader with exceptional ability to build positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Skills
- Proficient in Adobe Creative Cloud Software
- Knowledgeable in Microsoft Office Suite and Google Analytics
- Excellent written and verbal communication skills
- Experienced in customer de-escalation and complaint resolution in high-risk scenarios
- Capable of managing multi-site call center operations
- Effective at team building and improving individual performance
Education
Pima Community CollegeCity05/2018Associate of Science: Science, Nursing
GPA: 3.81
Tucson High Magnet SchoolCity05/2015High School Diploma
GPA: 3.62
Work History
University Of Michigan- Team Lead
Ann Arbor , MI09/2019 - 12/2020
Ann Arbor , MI09/2019 - 12/2020
- Directly supervise teams across multiple sites, answering agent inquiries regarding approvals, process questions, and partner issues.
- Speak with customers and service partners in escalated conditions to resolve service problems.
- Review calls to determine areas of growth, including inbound call handling, dispatch procedure, and follow-up.
- Escalate concerns through correct channels and identify repeated trends.
- Work directly with client contacts to resolve escalated or urgent case issues.
- Monitor all current jobs to ensure timely follow-up and completion.
- Draft educational and supplemental material to promote proper procedure.
- Delegate agent roles to ensure all duties are completed in a timely manner.
- Assist staffing to determine how to best cover call volume.
- Handle high-risk cases, such as repossessions, by negotiating and coordinating with the registered owner and our drivers to ensure recovery.
- Identify potential issues within the Next-Generation Platform and submit to product.
- Provide technical support to agents while working remotely.
- Lead team meetings to inform agents of any modifications or updates to current procedure.
- Meet with agents individually to discuss growth opportunities and review performance.
- Create performance plans for agents using SMART criteria to improve metrics.
- Assist as Subject Matter Expert in New Hire training classes to provide contextual examples of day-to-day processes Lead training classes in Next-Generation Platform subject matter for agents and leadership.
- Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.
J.F. Shea- Customer Service Representative
Camarillo , CA05/2018 - 09/2019
Camarillo , CA05/2018 - 09/2019
- Manage roadside emergency cases for stranded motorists.
- Receive inbound calls from customers.
- Use attentive listening and problem determination to provide the best possible care to our callers.
- Contact service providers to obtain assistance in a timely and cost-effective manner.
- Preserve high client and customer relations by ensuring quality service through proper dispatching procedure and follow-ups.
- Maintain up-to-date knowledge about system changes and new clients Self-manage active cases to prevent possible escalations or complaints and guarantee successful service completion Readily adapt to changing business needs in a diverse and expanding company by mastering new client guidelines and processes Provide feedback for the Next-Generation Platform.
Ace Hardware- Front End Supervisor
Minnetonka , MN12/2017 - 05/2018
Minnetonka , MN12/2017 - 05/2018
- Oversee register operations
- Review registers at start and end of employees' shift to confirm correct cash levels are on hand at all times and in balanced amounts
- Speak with escalated customers to resolve issues and create a better shopping experience
- Open or close registers according to procedure Designate supplemental roles to meet store needs.
- Perform audits for refunded merchandise.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
Carter's, Inc.- Sales Associate
Destin , FL11/2016 - 12/2017
Destin , FL11/2016 - 12/2017
- Maintain excellent quality customer service at all times.
- Ensure personal till is accurate at start and end of shift Process customer purchases and returns in POS system.
- Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral.
- Applied security and loss prevention training toward recognizing risks and reducing store theft.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Maintained organized, presentable merchandise to drive continuous sales in accordance with company standards.
- Prepared merchandise for sales floor by pricing or tagging.
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Resume Overview
School Attended
- Pima Community College
- Tucson High Magnet School
Job Titles Held:
- Team Lead
- Customer Service Representative
- Front End Supervisor
- Sales Associate
Degrees
- Associate of Science : Science, Nursing
High School Diploma
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