Team Leader Resume Example
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TEAM LEADER
Career Overview
To obtain a challenging position within the company requiring strong communication and leadership skills SUMMARY OF QUALIFICATON: Effectively communicate and interact with others. Self Motivated, Industrious, and Conscientious toward achieving job objectives. Ability to receive inbound customer service calls and to analyze and take appropriate action. Assist with customers problems in the absence of the supervisor. Mastered the ability to handle multiple task simultaneously. Selected to oversee operation in the manager's absence. Over twenty five years of insurance experience. Effectively articulate ideals verbally and written.
Core Strengths
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Accomplishments
- Deans List, Fall 1991 - Spring 1993
- Data Organization
- Analyzed, interpreted, and developed criteria based on customer's specifications in order to implement direct mail activities for major banks and credit unions.
- Successfully managed 10 to 12 projects meeting customer's deadline within 2 to three days before due date. Generated all required information based on the client's criteria Data Verification
- Reviewed and classified all company audits
- Revised audits that were incorrectly calculated
- Rated audits based on the state's requirements
- Calculated new rates for auto, workers compensation, and general liability policies. Staff Training
- Assist with designing the CPI (Collateral Protection Insurance) manuals for Customer Service, Processing, Verifications, and Open Items.
- Trained new associates in all areas of CPI Unit Six Sigma Basic Training
- Successfully completed Six Sigma Basic Training
- Assisted by joining several Six Sigma Green Belt Project Teams Leadership
- Successfully managed 20 plus associates, coached associates, monitored quality assurance, and help developed associates skills
Work Experience
Team Leader07/2006 to CurrentEmerson Electric Co.Longview , TXResponsible for monitoring the work queues daily to ensure that the clients are within standard, per the contractual agreement. Ensuring that the associates have all required resources to complete their duties. Motivating and developing the associates to ensure they are promoted to the next level. Worked closely with the mail room staff. Helped developed the processing manuals for all CPI clients to ensure Quality Assurance were within standard, per the contractual agreement. Worked closely with the management staff and clients on a daily basis. Developed and edited management spreadsheets and reports to monitor the departmental operational functions. Oversees manager's duties in her/his absence. Trained new associates on processing documents and answering the phone. Resolved and researched escalated issues.
Customer Service Representative II07/2004 to 07/2006John Crane IncNorcross , GAResponsible for answering inbound calls from customers and agents regarding automobile insurance. Verified all insurance requirements to have the prior vendor policies canceled from the customer's loan balance. Developed and edited management spreadsheets to monitor the departmental operational functions. Oversees manager's duties in her/his absence Trained new associates on processing documents and answering the phone. Resolved and researched escalated issues. Responsible for answering inbound calls from customers and agents regarding homeowner insurance on multi-accounts. Responsible for analyzing and researching customers and agents inquires problems with respond back in a timely manner. Assisted other team members when needed, which alleviated the work load pressure and accomplished overall priorities. Answer and respond to telephone inquires from external clients, relieving the team leader and manager of this task. Train new employees on policy and procedures and train on the Alltel system when the team leader and manager is not available. Research and reconciles discrepancies of refund checks and forward back to client. Ensure the policy and procedures, workflow and quality/production standards are met in order to protect Assurant Group/client relationship.
Production Project Manager01/1998 to 07/2000Hello FreshPassaic , NJAnalyze, interpret, and validate projects by customers' specifications in order to implement direct mail activities for major banks and credit unions. These types of projects consists of pre-approved credit cards solicitations, customer database enhancements, and risk analysis. Analysis is done by coordinating and evaluating projects to meet stringent outdates, and communicating directly with sales, management, and programmers. Verification of the accuracy of these projects is done through the use of SAS, Syncsort, and other quality processes.
Call Coordinator03/1996 to 10/1997Fedex Cross BorderBrooklyn , NYCoordinate new service calls by establishing response and restore plans based on criticality customer entitlement, skills require/available and parts available. Monitor the process of calls to ensure customer calls are serviced accordingly. Resolve issues relating to resource conflicts, technical escalation, or customer escalation. Provide input to, or conduct research for, field management regarding operation planning. Provide training and assistance to other coordinators, manage contingency plans and process, and back up to center manager.
Associate Auditor09/1994 to 10/1995Hanover Insurance CompanyCity , STATE
- Reviewed and classified all company audits.
- Assisted all auditors with researching difficult situations.
- Revised audits that were incorrectly calculated.
- Calculated new rates for auto, workers compensation, and general liability policies.
Educational Background
Bachelor of Science: Business Operations, OperationsDeVry Institute of TechnologyCity, State, USJune 1994 DeVry Institute of Technology - Atlanta, Georgia Bachelor of Science Business Operations Concentration in Operations Related coursework: International Finance, Statistics, Microeconomics, Mathematics
Certifications
CPI
Skills
Answering, Clients, Basis, Mail Room, Alltel, Customer Service, Customer Service Representative, Receptionist, Retail Sales, Telephone, Workflow, Credit, Database, Direct Mail, Project Manager, Quality Processes, Risk Analysis, Sales, Sas, Serial Attached Scsi, With Sales, Field Management, Training, Associate, Audits, Claims, Compensation, Liability, Workers Compensation, Account Management, Accounts Payable, Accounts Payable/receivable, Business Development, Client Relations, Internal Audits, Problem Resolution, Process Development, Project Management, Quality Assurance, Satisfaction, Six Sigma, Six-sigma, Staff Training, Strategic Planning, Business Operations, Finance, Mathematics, Operations, Statistics
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Resume Overview
School Attended
- DeVry Institute of Technology
Job Titles Held:
- Team Leader
- Customer Service Representative II
- Production Project Manager
- Call Coordinator
- Associate Auditor
Degrees
- Bachelor of Science : Business Operations, Operations
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