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
87 WPM typing speed
Advanced MS Office Suite
Filing and data archiving
QuickBooks expert
CRM
Business writing
Travel Administration
Social Media Knowledge
Multi-Line Phone Proficiency
Advanced Clerical Knowledge
Proofreading
Excellent interpersonal communication and strong writing skills
Team Player
Excellent time management skills
Data entry
Google Suite
Microsoft Suites
Microsoft Office
Good communication skills
Employee Evaluation
Resource Allocation
Quality control
Performance improvement
Daily workflow improvement
Knowledgeable in SalesForce
Staff education and training
Technical Support
Complaint resolution
Work History
Tier II Team Lead, 01/2017 to 03/2021 Cleveland Clinic – Bath, OH,
Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Initiated timely response to emails, voicemails and written correspondence.
Optimized customer support by establishing collaborative service environment.
Adhered to rigorous standards for customer service, merchandising and operational safety.
Cross-trained and provided back up for customer service managers.
Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty.
Implemented new working processes which delivered continued improvements.
Senior Mobile App Developer, 01/2017 to Current Tempur-Pedic – Orlando, FL,
Created, coded, and published Kinder Dictionary/Kinder Chat/Kinder Chat Parent.
Modified existing Ios & Android software to correct coding errors, upgrade interfaces, and improve overall performance.
Team Lead, 05/2006 to 09/2020 JDH Professional – City, STATE,
Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
Designed strategic plan for component development practices to support future projects.
Worked effectively with cross-functional design teams to create software solutions that elevated client side experience and significantly improved overall functionality and performance.
Reviewed project specifications and drawings prior to assembling complex components to better understand assignments and expected deadlines.
Helped agents maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
Used CRM daily to document and assist agents
COVID-19 Vaccine Call Center Supervisor-Contract, 08/2020 to Current Maximus – City, STATE,
Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
Managed personnel, including scheduling for agents and product specialists to foster increased productivity.
Entered alphabetic, numeric, or symbolic data from source documents into computer systems.
Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
Interpreted management directives to define and document administrative staff processes.
Education
Bachelor of Science: Business, Human Resource Management, Expected in University of Phoenix - Tempe, AZ, GPA:
Majored in Business/HR
: Phlebotomy Techician, Expected in Central Ga Tech College - Milledgeville, GA, GPA:
Master of Science: Psychology, Expected in 10/2022 University of Phoenix - Tempe, AZ, GPA:
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