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Team Lead Tier II Resume Example

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TEAM LEAD TIER II
Professional Summary

Hardworking Consultant gifted at turning prospects into clients by delivering exceptional presentations. Engaging and personable with expertise managing key milestones and delivering exemplary customer service. Outstanding motivator possessing first-rate intercommunication skills to work at all levels of organization.

Skills
  • Compensation and benefits
  • Benefits administration
  • Labor negotiations
  • Succession planning
  • Payroll coordination
  • WorkForce Improvements
  • Recruitment
  • Personnel Recruitment
  • Equal Opportunities Facilitation
  • Compensation Structuring
  • Excellent communication skills in English
  • HR Management
  • Conflict Resolution
  • Self-motivated
  • Results-Oriented
  • Organizational Development
  • Team Building
  • Training and Development
  • File and records management
  • Types 85 wpm
  • Data Analysis
  • Problem-solver
  • Long-term Care
  • FMLA
Work History
Team Lead Tier II, 07/2017 to Current
Kelly Services – Remote, GA
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Collaborated with training team to maintain Apple product support and certification training initiatives.
  • Developed work schedules and assign duties to direct report personnel to ensure efficiency.
  • Assisted direct reports with escalated issues or cases as needed.
  • Performed operational tasks to assure project and program service level requirements and goals are met.
  • Combined motivation and metrics to help the team deliver strong performance.
  • Discussed job performance concerns with employees to identify causes and issues and work closely with the Human Resources on resolving problems.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Utilized performance management information to supervise, coordinate, and schedule the activities of customer service representatives.
  • Managed day to day interactions and processes of Apple's Product Specialist team.
  • Coached and mentored team members daily, provided insight to daily responsibilities, tickets, metrics, attendance,escalations, and any concerns.
  • Monitored and documented incoming telephone calls and activity and provided continuous feedback to advisors and other staff.
  • Devised and published metrics to measure organization's success in delivering world class customer service.
  • Leads a team of advisors with a range of experience, providing guidance, coaching, and consistent feedback.
  • Monitor advisors' performance on key metrics relevant to Apple standards.
  • Identifies learning opportunities and knowledge gaps on team to ensure adequate training of all our advisors.
Customer Service Team Lead Tier I, 01/2014 to 07/2017
Kelly Services Apple – Remote, GA
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
  • Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Worked closely with Human Resources and Senior Leadership to address and resolve employee issues.
  • Analyzed trends based on historical data to close performance gaps.
  • Responded in a professional and courteous manner to escalated customer service inquiries, requests, or complaints to reach an effective resolution.
  • Conducted side-by-side observations and quality assurance (call monitoring) reviews.
  • Contacted clients to develop and maintain healthy professional relationships.
  • Identified client needs and suggested appropriate Apple products and services.
Human Resource Manager/Consultant, 02/2005 to 07/2017
JDH Professional – Remote, GA
  • Followed programs closely to assess effectiveness and make proactive changes to meet changing demands.
  • Updated training processes by reviewing existing documentation, leveraging feedback from associates, and working with legal and compliance teams.
  • Educated management on successful policy implementation and enforcement actions to prevent employee legal entanglements.
  • Forecasted expected personnel demands and developed forward-thinking approaches to achieve objectives.
  • Directed and controlled various benefit programs, including 401K, medical, dental and vision packages.
  • Created and implemented forward-thinking initiatives to improve employee engagement.
  • Effectively interviewed and recommended candidates for hire.
  • Provided chat leadership support for entire organization.
  • Built and managed corporate project plans with clear objectives and metrics.
  • Developed solutions for any business issues.
  • Collaborated with team managers to manage projects.
  • Structured compensation and benefits according to market conditions and budget demands.
  • Liaised between multiple business divisions to improve communications.
  • Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
  • Reviewed new files to determine current status of injury claim and to develop plan of action.
  • Analyzed and processed complex or technically difficult workers' compensation claims by investigating and gathering information.
  • Calculated and paid benefits due; approved and made timely claim payments and adjustments; and settled claims within designated authority level.
  • Reported claims to the excess carrier; responded to requests of directions in a professional and timely manner.
  • Referred cases as appropriate to supervisor and management.
  • Understood and applied responsibilities and activities in accordance with Apple Guidelines.
Education
Bachelor of Science: Business, Human Resource Management, 05/2013
University of Phoenix - Tempe, AZ
  • Majored in Business/HR
Accomplishments
  • 2020 Kapla Leadership Award Recipient
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Resume Overview

Companies Worked For:

  • Kelly Services
  • Kelly Services Apple
  • JDH Professional

School Attended

  • University of Phoenix

Job Titles Held:

  • Team Lead Tier II
  • Customer Service Team Lead Tier I
  • Human Resource Manager/Consultant

Degrees

  • Bachelor of Science : Business, Human Resource Management , 05/2013

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