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Team Leader with 5+ years in customer service and operations
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Competencies
Led metrics analysis and performance tracking to optimize team outcomes.
Applied coaching methodologies to improve communication, accountability, and goal achievement.
Created and implemented process documentation and performance trackers to enhance operational efficiency.
Conducted trend analysis and maintained dashboards using Excel and internal reporting tools.
Handled inquiries and service requests ensuring timely and accurate resolutions across multiple sectors.
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Summary
Experienced team leader with a strong background in KPI management, process improvement, and training within customer service environments. Proven track record of enhancing team performance and operational efficiency.
Key Achievements
- Led a team of 15 agents to exceed KPIs in customer satisfaction, resolution quality, and productivity across multiple quarters.
- Designed and executed performance improvement plans based on KPI analysis, enhancing resolution time and customer satisfaction scores.
- Provided real-time operational support and training to maintain high standards and ensure team readiness.
Experience
TEAM LEADER
Lead a team of 15 agents in a high-volume, results-oriented environment., Responsible for team performance, operational consistency, and the execution of data-driven improvement plans., Exceeded KPIs in customer satisfaction, resolution quality, and productivity across multiple quarters., Designed...
SUBJECT MATTER EXPERT
Provided real-time operational support and training for new and tenured agents, ensuring consistency, quality, and productivity across teams., Delivered KPI-focused training and real-time assistance to ensure alignment with service standards., Created and updated process documentation, performance...
CUSTOMER SERVICE REPRESENTATIVE
Handled customer inquiries and service requests with professionalism, accuracy, and empathy, ensuring timely resolutions., Managed case documentation and follow-ups using internal systems and client platforms., Supported performance goals related to CSAT, response time, and first contact...