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Professional SummarySelf-motivated Call Center Team Lead brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff. Work HistoryInterlogix-NC Quickpass Call Center - Call Center Team Lead Morrisville, NC11/2019 - 06/2024 Assisted customers with billing concerns Assisted agents with escalated calls on accounts Helped customers access the website Suggested to customers to open an account to avoid fees Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities. Coached team members in techniques necessary to complete job tasks. Developed monthly and daily production output plans to deliver on customer service and financial metrics.Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.Supervised team members to confirm compliance with set procedures and quality requirements.Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.Promoted positive work environment by fostering teamwork, open communication, and employee recognition initiatives.Managed approximately 40 incoming calls, emails, per day from customersBalanced workload and responsibilities among team members, ensuring optimal productivity and job satisfaction.EMAIL AVAILABLEPHONE NUMBER AVAILABLEApex, NC 27523EducationClinton High SchoolClinton, ARHigh School DiplomaSkills Proficient in Microsoft Word and Excel Call Center Customer Service Team Management Escalation Handling Quality Assurance Attendance Tracking Employee Motivation Call Monitoring Schedule Coordination |
