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Team Lead Resume Example

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Rowan
Kluge
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 CollegeTucson, AZ05/2018Associate of Science: Science, Nursing

GPA: 3.81

Tucson High Magnet SchoolTucson, AZ05/2015High School Diploma

GPA: 3.62

Work History
Agero Inc- Team Lead
Tucson, AZ09/2019 - 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.
Agero Inc- Customer Service Representative
Tucson, AZ05/2018 - 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.
Ross Stores Inc- Front End Supervisor
Tucson, AZ12/2017 - 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.
Ross Stores Inc- Sales Associate
Tucson, AZ11/2016 - 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

Companies Worked For:

  • Agero Inc
  • Ross Stores Inc

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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