Team Leader RESUME TX - Hire IT People

Professional Highlights:
Customer service professional offering eight years of diversified experience. Excellent communication and problem-solving skills. Dedicated to achieving customer satisfaction as well as surpassing company expectations. Able to focus on projects, develop strategies and meet deadlines. Strong rapport with personnel and customers based on knowledge, professionalism, and integrity. Strong team player. A proven and verifiable record for utilizing strong technical and interpersonal skills to enhance organizational efficiency and effectiveness. Committed to quality performance with an ability to learn new procedures quickly.

Experience:

Confidential,

Houston, Texas

August 2006 – January 2011

Team Leader, Executive Customer Care

Managed a team of seasoned billing, technical support, and sales escalators.
Monitored and scored calls and written correspondence for departmental development and identify best practices and works to influence quality and productivity improvements.
Administrated call calibrations and quality coaching skill development sessions with call center management to minimize variations.
Partnered with the training department and call center supervisors to facilitate training to new hires and refreshers as needed to minimize customer complaints.
Managed escalated complaints for the Houston region to ensure optimal, accurate, and timely responses to customers. Includes the written preparation of consistent and professional correspondence to customers, internal organizations and external government agencies.
Analyzed data to isolate specific challenges and opportunities. Develop and analyze meaningful daily, weekly, and monthly business reports by extracting data from a variety of business systems

Confidential,

Houston, Texas

February 2006 – August 2006

Workflow Coordinator

Ensured competence and continuity of qualified customer service representatives through optimum selection, training and development, appraisal and motivation techniques.
Monitored employee performance and service to customers.
Made sure high level of customer service staffing levels through efficient scheduling and adjustment to meet peak service demands.
Supplied guidance and help to customer service representatives in resolution of difficult customer questions and/or problems.

Confidential,

Houston, Texas

October 2002 – January 2006

Team Supervisor

Supervised and interviewed a staff of call center phone representatives.
Audited bank transactions and incoming calls for accuracy and completeness.
Provided call center leadership with individual/unit quality trends.
Department liaison for the training department to ensure that new hires received proper training and were aware of the expectations of their job.
Recommended and participated in discussions and activities with management including developing standardized procedures for the quality review process.
Monitored employees to ensure professionalism, accuracy and use of information given and perform
Conducted team and individual sessions with customer service professionals and leaders to provide coaching, training, and evaluation as well assuring fair and consistent approach to

Confidential,

Houston, Texas

October 2001 - October 2002

Code 4 Agent

Analyzed and reported data to make recommendations for account receivables and performance improvement.
Worked closely with management to ensure consistency among proper methods and procedures
Participated in ongoing training in order to continuously improve audit accuracy
Made customer contact to correct errors find in audits and answer all customer account questions

Education

Texas Southern University

Houston, Texas

August 2001 – May 2005

Business Administration Major

We provide IT Staff Augmentation Services!

Team Leader Resume

TX

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship