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0-5 years of experience
Currently ranked in the Top 50th Percentile of the Network (13 out of 27 Team Leaders)
- Earned the MVP Team Leader title within Segment H for 5/ of 7 months in this position
- Coached 4 CCPs out of the bottom 10% and into the Top 10% of the Segment
- Designed an assertive workshop that was used in collaboration with the assertive committee to implement an Assertive Training Course for GCA
- Awarded the Top Team Leader award for the 2nd Quarter
- In the month of August, 7 out of the 9 CCPs that reported to me, were stack ranked in the top 25% of the Network (which included 2nd Shift CCPs)
- Developed 10 CCPs to performance levels that granted them positions in Higher Level Segments
0-5 years of experience
Responsible for complex business and residential orders to ensure timely, provisioning of dial tone lines and ancillary products and services for the Business/Consumer Division.
- Appointed as acting Team Leader coaching 15 associates in developing skills for problem solving of customer issues resulting in a 25% sales increase.
- Effectively facilitated training and coaching for over 30 new associates to meet post-training job requirements and meet performance targets resulting in 25% sales increase.
- Conducted over 20 training sessions to associates and mid-level management in the accumulation of returned Verizon accounts improve quality of service and increase productivity by 5%.
- Developed training material for returned customers resulting in an increase in service order speed and accuracy from competing telecommunication companies.
- Recognized for training and coaching 15-30 new associates
0-5 years of experience
Directed and supervised the inventory and maintenance of tools, materials, office equipment and company vehicles.
- Oversaw provision and inspection of company equipment and ensured timely delivery to clients.
- Coordinate with Sales and Technical Divisions regarding stocks of fast moving items and ensure its availability.
- Ensure that all needed office supplies and equipment are delivered to user in a timely manner.
0-5 years of experience
Provided world calls customer service to corporate account while balancing the needs to the customer and the company. Assist representatives with escalated calls quickly and effectively, while maintaining a professional approach. Maintain quality control and customer satisfaction records. Coordinated roll out of new products and training for production floor. Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities. Coach and mentored 20+ new customer service representatives, while enhancing employee performance and attendance through daily mentoring, one-one’s, discussions and motivational strategies. Ensure strict adherence to company policies and procedural guidelines.
- Selected to train new call center representatives how to properly answer calls, set up new customer accounts, enter orders and authorizations.
- Awarded “Be the Reason Award” for outstanding customer performance 2005 and 2007
- Introduced training programs that enhanced employee performance and helped build a motivated workforce.
0-5 years of experience
Manage temporary staff of sixteen bankers through coaching; monitoring and motivating them to reach their full potential in servicing customers. This would ensure they would become full time employees.
- Approved timesheets
- Conducted real-time call monitoring with feedback to the banker
- Successfully managed through coaching, monitoring and motivating 50% of that team to successfully migrate to the floor as permanent full time phone bankers.
0-5 years of experience
Assumed Team Lead responsibilities for the Java development team in August 2006, after official Team Leader resigned and the position was left open until my departure. Prepared detailed project documents, such as design, WBS, test cases, etc., and estimated implementation costs for Java development projects. Designed, implemented, and delivered various Java applications, while staying within the estimated costs.
- Persuaded manager and director to approve a total revamp of the existing Web Services application under my direction, after identifying, documenting and presenting flaws of existing Web Services application to senior managers. Initiated and spearheaded the Web Services redesign efforts from requirements analysis through deployment.
- Interviewed, assembled, trained, and led a team of Java developers to overhaul the Web Services application. Directed and delegated tasks to team members, and ensured a successful on-budget completion of the project, which reduced development time for future requirement changes and increased application efficiency, scalability, interoperability, and usability.
- Streamlined the development process by instituting the use of new frameworks, tools, and automations, thereby reducing development effort and time through highly reusable code, encouraging good practice, and increasing release frequency of working software.
- Optimized performance of various end-of-day processes, and achieved a 25% increase in execution speed.
6-10 years of experience
Assessed, planned, organized, implemented, and evaluated nursing care for individuals and families
- Directed activities of the team in the absence of the team leader
- Participated in patient planning rounds and conferences
- Documented and reported pertinent information to team leaders and other health team members
- Oriented nursing graduates
- Participated on Policy and Procedure Committee
- Authored and delivered speech on the professional image of nursing. Videotape made of speech and was used in the orientation of new nurses.
0-5 years of experience
Completed [company name] Fork-lift certification, for class C fork-lift operation; Propane-refilling-qualified
- Managed teams of 4 to 35 garden shop workers during holidays and periods of large activity
- In charge of inventory and internal auditing
- Implemented and enforced a zero-tolerance rule for unethical employee behavior, bringing inventory discrepancies to a halt; active participant in the hiring and employee review processes
0-5 years of experience
Responsible for maintaining and improving workflow of the operations unit.
- Supervised operation of the support unit to maintain workflow, delegating when necessary.
- Improved and maintained Sun Down rule from 82% to 92% daily during 1994.
- Completed all month end reports using Excel Spreadsheet.
0-5 years of experience
Lead of team with 5-8 team members in the daily operations of consumables and the backroom.
- Organized schedules and delegated tasks to achieve the goals.
- Promoted a clean and safe working environment.
- Helped promote great guest service to exceed guest expectations.
0-5 years of experience
Representative of the Enrollment Division at the time of transitioning from one software platform to another. This position involved direct daily contact with internal and external departments, members and benefits administrators.
- Processed member enrollments, terminations, and COBRA applications.
- Supervised/mentored staff of 10-15 full-time temp agency employee direct reports, and served as liaison between company and temp agency.
- Achieved formative position as Analyst within finance department’s premium analysis division.
- Handled busy phone queue for incoming enrollment issue resolutions.
0-5 years of experience
Trained and oversee a team of 20-30 people on retaining customers and proper customer service etiquette.
- Monitored representative calls, monitored retain rates, disconnection rates, productivity & overall job performance.
- Timely follow up and qualify new prospects from either inbound leads or customer requests generated by sales campaigns.
- Research accounts, identify key players, generate interest and obtain business requirements.
- Apply understanding of the needs of the target customer segments and complete the sales cycle from initial call to close.
- Develop prospecting plans for territory development to build rapport and create opportunities.
0-5 years of experience
- Coordinated daily work schedules for a team of 14 associates, cross trained all associates, filled in for absent associates, inspected and calibrated torque tools, tracked quality, helped troubleshoot quality and equipment problems, and conducted daily team startup meetings
- Responsible for helping associates maintain individual quality goals
- Received several awards for implementation of cost saving ideas and lead presentations to explain these to upper management
0-5 years of experience
Supervised a team of 14 senior account managers in our 150 Day RMU Unit.
- Reviewed account managers to make sure they are following the banks procedures, policies, code of ethics and strategies.
- Coached associates to become successful achieving the bank and personal goals.
- Consistently lives the [company name] core values.
0-5 years of experience
- Administratively supervised team of seven associates.
- Trained and coached team members on 5S, Kaizen, and standard work procedures for the various jobs on our team.
- Acted as a resource for my team, for other teams, and other team leaders.
- Worked closely with management to ensure that ISO policies and procedures are followed properly to ensure a safe, productive work environment.
- Performed conflict resolution.
- Assisted in the planning and development of lean manufacturing work processes.
- Wrote standard work instructions to follow ISO procedures.
- Gave Top Management Audit (TMA) presentations.
0-5 years of experience
Lead a team of 10 Customer Care Professionals (CCP’s) with in Print and Special Handling Unit (SHU), in a fast paced processing/manufacturing environment. Communicate within the various levels of management and demonstrate collaboration and influencing skills across the various functional areas. Possess the ability to drive results through others while utilizing my initiative to function independently. Also Possess analytical and technical skills having to manage sophisticated equipment and monitor quality and efficiency performance within my team.
- Team averaged 2.5 million per night for 4 months, the other teams average per shift is 1.8 million.
- Managed to be defect free for 5 months out of my 6 month period.
- Had a cohesive team that managed to outperform the other 3 teams for 5 out of the 6 months.
0-5 years of experience
- Supervised a team of 25 Collections Call Center Associates
- Scheduled and monitored workflow, provided coaching and feedback, and resolved
- Ensured compliance with federal laws and company guidelines in order to minimize loan
- Responsible for the day-to-day supervision, ongoing training.
0-5 years of experience
- Analyzed and quantified daily statistical and qualitative data in order to measure the center’s productivity
- Analyzed productivity of outbound dialer calls
- Monitored representative’s phone calls for qualitative data to ensure that company policy is being adhered to and that calls are in compliance by various regulatory standards.
- Coached and mentored new representatives to enhance overall productivity success.
0-5 years of experience
Supervised a team of 15 representative and 6 special assistants handling request from Authorized Agents and Inside sales team
- Coach and developed a diverse team
- Provide schedules; monitor calls and performance; provide feedback.
- Handled irate customers, resolving complaints and disputes while overseeing customer service operations
- Create and maintain a positive work environment
- Conduct monthly team meetings and recognitions.
- Manage administrative duties such as attendance and payroll
- Recognized for leading a team with consistent sales achievements of over 95% against standard of 80%.
6-10 years of experience
Developed training materials and execute training classes.
- Defused irate customers and resolved customer escalations.
- Managed all areas of attendance, tardiness, overtime, absences and FMLA.
- Observed representatives in their performance while providing them with feedback to aide them in their development.
- Managed a team of 18 Customer Service Representatives.
- Conducted team meetings to address the needs of our clients and Service Representatives.
- Worked with intra-company departments on various levels escalations.
0-5 years of experience
Arranged travel for high profile account: reserving air, car, hotel, rail and limo itineraries
- Point person for other travel counselor questions and administering training
- Developed and coached 10 new counselors strengthening their skills on a 6 week new hire training program. [company name] Tep Program
- Co-created [company name] customer service “WOW” Team, which was used company wide within Travel Services
0-5 years of experience
Discuss machine, production or control malfunctions with management
- Supervises and coordinates activities of other production workers.
- Increased the quality of management decisions by analyzing and identifying the root cause of manufacturing defects
- Trained employees in work methods and procedures
0-5 years of experience
- Knowledge of engineering applications and systems of general engineering practices.
- Supportive of other team members development on general engineering and administrative practices for continuous department improvement.
- Facilitate CATIA 3D modeling of different product knowledge to Engineering and the Sales Departments for customer requests or proposals.
- As Acting Team Leader managed to distribute and prioritize all incoming engineering job orders. Managed multiple projects to meet aggressive schedules and customers demands.
- Assisted Drafting Department Supervisor by managing drafting’s workload with all in coming, in process and complete engineering job orders in the department.
- Acquired substantial knowledge of Technical Parker product (Fluid Connectors).
0-5 years of experience
Supervised consumers, and provided appropriate behavioral modification strategies.
- Provided direct services and supervision to child sex offenders and consumers with behavioral disorders.
- Completed end of shift behavioral evaluations for consumers.
- Provided policy, procedure, and regulation training for new counselors.
6-10 years of experience
Utilize consultative sales to offer any product/service that would enhance the customer relationship.
- Provide EXCELLENT customer service in an inbound/outbound telephone environment.
- Operate a web based/PC environment in processing applications for credit.
- Work under pressure in a fast paced environment towards achieving team department goals.
- Train new employees on products and services and computer base programs.
- Provide feedback to coworkers on improvements for quality service
- Send out daily/monthly stats to team
- Deescalate upset customer complaints and provide call backs to customers with concerns regarding credit reporting’s
0-5 years of experience
Responded to all customer inquiries in a professional, courteous and efficient manner
- Identified and effectively handled escalated client/customer issues and concerns
- Establish ownership and rapport with each customer interaction
- Excellent oral/written communication skills including active listening
0-5 years of experience
- Daily set-up and scheduling, statistical process control, quality control, proper color matching, proper labeling, packaging and material handling.
- Daily controls and maintain daily safety standards.
- Motivating the assembly lines to run as industrious teams and support other lines in need.
- Team management for up to thirty employees as well as personnel training, ensuring accuracy on time cards for team members, labor efficiency, recording and evaluating necessary work performance for team members along with confidential employee filing.
- Commuting to JCI suppliers as needed to retrieve necessary supplies to complete shipping requirements.
- Ensuring team produces a consistent quality product and attains delivery deadlines.
0-5 years of experience
Intake and organize data from an extensive variety of formats and input into standardized company database software
- Proof fellow editors’ data for spelling, grammar, accuracy and time placement errors
- Utilize internet resources to research missing program data
- Maintain working relationships with clients and scheduling data providers
- Supervised a team of 5-8 employees during Team Leader’s maternity leave
0-5 years of experience
Oversee all aspects of hiring and training for credit in FTL
- Coached and developed current job content coaches and new hires in the company
- Responsible lending action team Instructor
- Lead credit teams while team leaders are absence
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Acting Team Leader
Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
