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Team Lead
Contact
Competencies
Extensive experience supporting clients through inbound/outbound calls, technical support, and account management.
Led and supported teams, improved processes, and provided real-time feedback for enhanced performance.
Used CRM tools like Genesys, Avaya, and custom systems to track interactions, manage cases, and follow-ups.
Conducted new employee training sessions, created onboarding materials, and tracked trainee progress.
Provided technical assistance for internet, billing, and service setups across telecom and security domains.
Education
Languages
Summary
Experienced in customer support, team leadership, onboarding, and CRM management across security and telecom sectors. Adept at coaching teams, streamlining processes, and ensuring high-quality service delivery to clients.
Key Achievements
- Led a customer support team at Skyline Security, managing escalations, coaching, and process improvements.
- Supported client onboarding and managed CRM workflows across multiple roles including security and telecom sectors.
- Delivered comprehensive training programs as a Corporate Trainer, enhancing team capability and performance.
Experience
TEAM LEAD
Lead and support a team while actively handling inbound and outbound calls., Manage escalations and complex customer interactions effectively., Coach team members through real-time feedback and ongoing support., Ensure adherence to quality standards and company procedures., Communicate clearly with...
CUSTOMER CREATIONS SPECIALIST
Supported client onboarding, managed calendars and emails, and scheduled appointments., Used CRM tools to track interactions and ensure timely case follow-ups., Handled inbound/outbound calls using Genesys with minimal supervision., Daily use of Microsoft Office Suite (Outlook, Excel, Word, Teams)...
CUSTOMER SERVICE AGENT
Worked on the Frontier Communications account supporting internet service customers., Provided technical and billing support; scheduled technician appointments., Created and followed up on cases using CRM systems., Handled calls via Avaya; organized workflow using Google Workspace tools.
CUSTOMER SALES SPECIALIST
Supported AT&T customers with account issues, product questions, and sales support., Used Microsoft Office and CRM tools to manage schedules and records., Created service cases, processed orders, and booked appointments.
CORPORATE TRAINER
Led training and onboarding for new employees in a customer support campaign., Delivered product training, managed session calendars, and tracked trainee progress., Provided 1:1 coaching and support; handled internal communications and requests.
TALENT ACQUISITION ASSISTANT
Sourced candidates based on campaign needs., Conducted interviews and presented candidates to hiring teams., Used Microsoft Office tools to organize schedules, email communications, and meetings.
CUSTOMER CARE SPECIALIST
Assisted clients with package tracking and billing inquiries., Created follow-up cases and handled calls via Avaya.