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Teletech - Team Leader Resume Example

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TEAM LEADER
Background, Objective
My objective is to obtain a long term position within your corporation where I can utilize my skills to their fullest ability in customer service and personnel management in order to help create a more positive and productive work environment for all parties involved.  I have over 29 years worth of personnel management experience and an outstanding track record of success with team building, metrics achievement and staff development. I have been referred to as an accomplished manager with extensive experience in front-of-house and back-of-house operations. I have a track record with a proven ability to cut costs, develop team players and decrease staff turnover. I believe in results-focused management and fell that I have the skill set to transform high-potential staff into outstanding leaders who demonstrate the creativity and savvy that is critical to financial and operational success.
Software Proficiency
  • Meditech 8.65 (Client Version)
  • Success Factors Goal Post Employee Development Software
  • Iiatrics ABN and MobiLab Software (Administrative skills and front end user)
  • API Healthcare payroll and Scheduling System
  • IBM Lotus Notes Gold 8.6
  • Cisco Jabber Communications System
  • Chartmaxx 5.60 Electronic Medical Record (Administrative skills and front end user)
  • 3M Medical Necessity ABN Products
  • EyeQ360 Call Monitoring Software
  • Microsoft Office/Outlook Communications Systems
  • Teletech APS Communications Systems
  • ESP Scheduling Software
  • Avaya Communications Software
  • Anthem CSR System Tools for Agent Usage
  • Microsoft Lync
  • WebEx Meeting/Communication Software
  • TTECHU Employee Development Software
  • Excel Spreadsheet Analysis
  • Empower Team Management Software
  • CMS 17 Supervisor Software
  • Kronos Payroll Software


 
Professional Experience
Team Leader
November 2015 to Current Teletech － Weber City, VA
In the brief time frame that I have been with Teletech, I have helped to develop a team of agents ranging in numbers between 14-18 agents to achieve several of the target goals set by the client and the corporation.  In this time frame we have achieved a ranking of tier one level consistently, with the first month we were involved in the stack reaching the number one spot for the month of April 2016.
 
  • Job duties include but are not limited to the following: Providing agents with an opportunity to advance within the company by utilizing career development coaching techniques and encouragement.
  • Effectively managing call occupancy statistics and utilizing staffing to its fullest potential
  • Building relationships within the team to establish a level of trust and teamwork within the team.
  • Evaluation of staff and coaching within scope to achieve the fullest potential out of each team member.
  • Working closely with Quality Assessment to determine the greatest opportunity for development with each team member.
  • Enforcement of accountability within the defined Teletech standards and expectations established by Human Capital and Senior Management.
 
​
Team Leader
March 2015 to November 2015 Sykes Incorporated － Wise, VA
In my time at Sykes Inc. I  helped to develop a team of agents ranging in numbers between 16-24 agents to achieve team and LOB success to the best of my ability. 
  • Job duties included but are not limited to the following: Providing agents with an opportunity to advance within the company by utilizing career development coaching techniques and encouragement.
  • Building relationships within the team to establish a level of trust and teamwork within the team.
  • Evaluation of staff and coaching within scope to achieve the fullest potential out of each team member.
  • Working closely with Quality Assessment to determine the greatest opportunity for development with each team member.
  • Enforcement of accountability within the defined Teletech standards and expectations established by Human Capital and Senior Management.
  • Working closely with OMD to monitor staff activities to utilize available staff to the fullest impact to the LOB.
Phlebotomy Supervisor
November 2007 to December 2014 Memorial Hospital of Carbondale － Carbondale, IL
  • Job duties included, but not limited to the following: Scheduling and time off approval for over 20 direct reports on a 24/7/365 basis.
  • Effectively and fiscally resolve staffing challenges.
  • Interviews and reference checks for all new hires onboarding.
  • Schedule peer team interviews for applicants.
  • 30, 60 and 90 day evaluations for all new hires as well as annual and interim evaluations for tenured staff.
  • Tracking of attendance and counseling of staff regarding poor attendance, performance and conduct in accordance to HR policy.
  • Maintenance of supply and inventory of laboratory equipment for a 150+ bed facility.
  • Effectively communicate changes within the collection section to staff and ancillary departments to ensure accuracy in testing requirements.
  • Work closely with ancillary management to create the best workplace possible for the employee, while providing exceptional services to the patient.
  • Investigate any concerns or issues with Patient Relations when a patient did have a less than stellar experience to prohibit that from happening in the future.
  • Design and creation of standard works and policy for processes where applicable.
  • Maintain and adapt existing policy to remain compliant with CAP standards.
  • Work closely with Jackson County Coroner Office to ensure bodies being held for autopsy were held in a proper chain of custody situation.
  • Work with local mortuaries to ensure that patient/coroner remains were handled with respect and were ready for relocation to their facility.
  • Public relations and patient rounding with administrative teams.
  • Train onboarding staff in the field of phlebotomy/specimen collection requirements, provide direction of staff; when and where needed.
  • Work with multiple ancillary teams on process improvement projects ranging from design of the emergency room admission and stay process from discharge of a patient from the floor.
  • Most of these projects were intense studies requiring a week commitment away and above required work assignments.
Laboratory Assistant
June 2005 to November 2007 Memorial Hospital of Carbondale － Carbondale, IL
  • Job duties included, but not limited to the following: Collection of venous and capillary blood samples for laboratory analysis from all demographics of patients ages ranging from 0 days to 100+ years.
  • Order entry of testing into the Meditech LIS computer system.
  • Result referred testing into the Meditech LIS system.
  • Ensure results from outside laboratories utilized by MHC went into Chartmaxx electronic medical record accurately.
  • Collection of suspected DUI specimens when required by Carbondale PD or Jackson County Sherriff.
  • Collection of chain of custody urine and blood specimens from contracted employers in the Jackson County region as well as SIH employees randomly selected.
  • Patient relations and information liaison concerning tests ordered by physicians/mid-level providers.
Reference Laboratory Client Services Representative
February 1988 to June 2005 Herrin Hospital － Herrin, IL
  • Job Duties included, but not limited to the following: Proper transport of specimens to main laboratory for testing to ensure specimen integrity.
  • Tracking of the number and type of specimens submitted.
  • Daily navigation of a route within Southern Illinois running over 280 miles per day with a total of 35 plus clients.
  • Processing of paperwork for mileage reimbursement for multiple couriers and field phlebotomy team.
  • Scheduling of 4 person courier team to ensure the best service possible based on client-courier location.
  • Fulfillment of client supply orders for delivery on the next available day.
  • Maintenance of minimum on hand supplies in each vehicle to ensure emergent supply needs of clients were met.
Education
Associate of Applied Science : Criminal Justice, 5/1987 Rend Lake Community College － Gray Parkway, IL
During my time frame at Rend Lake College my GPA was a 4.0.  Due to a long term illness within my family, I was forced to leave school and assist with the care of an immediate family member prior to graduation.
Creative Writing/General, 5/1985 Benton Consolidated High School － Benton, IL Creative Writing/General.  I graduated 12th in a class of 187 students with a GPA of 4.89.
Skills
Administrative skills, administrative, API, Cisco, counseling, Criminal Justice, Client, clients, delivery, direction, HR, IBM, inventory, laboratory equipment, Lotus Notes, Meditech 8.65, Meditech, Mentor, Microsoft Excel, Office, Microsoft Power Point, Microsoft Word, works, navigation, next, Order entry, payroll, personnel, phlebotomy, problem solving, Processes, process improvement, Public relations, Scheduling, specimen collection, staffing, type
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Resume Overview

Companies Worked For:

  • Teletech
  • Sykes Incorporated
  • Memorial Hospital of Carbondale
  • Herrin Hospital

School Attended

  • Rend Lake Community College
  • Benton Consolidated High School

Job Titles Held:

  • Team Leader
  • Phlebotomy Supervisor
  • Laboratory Assistant
  • Reference Laboratory Client Services Representative

Degrees

  • Associate of Applied Science : Criminal Justice , 5/1987
    Creative Writing/General , 5/1985

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