Quality Assurance High School

Felecia Lee-Baxstrom

Email: *********@********.***

Address: **** ******* **. **** ****

City: Denver

State: CO

Zip: 80239

Country: USA

Phone: 303-***-****

Skill Level: Experienced

Salary Range: $40,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Felecia Lynette Lee-Baxstrom

5255 Memphis St. Unit 1115* DENVER, CO 80239 * PHONE 303-***-****

********@*****.***

Objective: To obtain a position where I can utilize my supervisor and leadership abilities.

EXPERIENCE

Convergys Denver, CO

(USPS Project)

Team Leader, March 2003 - December 2012

* Responsible for driving and improving performance by supporting, coaching, developing and supervising a group of employees in an inbound calling contact center.

* Develop and/or execute daily weekly and monthly incentives.

* Resolve performance, behavior, and attendance issues using prescribed performance management techniques and provide effective coaching to close gaps.

* Maintain current employee records on direct reports. Review statistics, quality improvement, and other reports as deemed appropriate and provide constructive feedback.

* Ensure all employees are current in training and receives updates on processes and procedure within their calls.

* Resolve escalated customer issues ensuring a positive customer outcome.

* Conduct regular team meetings with direct reports, focusing on communicating results, best practices, and pertinent information.

* Coach and develop action plan to maximize performance.

* Analyze and improve work processes policies and procedures.

Teletech Denver/Englewood, CO

(USPS Project)

Supervisor, March 1997 - March 2003

* Supervised the daily activities of a group of associates by providing mentoring, coaching and guidance while also making recommendations on areas that need improvement.

* Address employee relation issues, coordinating all associate activity related to training development.

* Accountable for associate's attrition and employee satisfaction.

* Monitored attendance.

* Managed operational protocol by keeping management apprised to real-time situation.

* Quality assurance and training.

PROFESSIONAL SKILLS

* Strong communication skills via phone, e-mail and other correspondence. Self motivated leader capabilities, quick learner and outgoing. Reliable, dependable, proactive, and diligent.

* Develop and maintain policies and procedures

* Exemplary organizational abilities including multi-tasking in a fast-paced environment while maintaining quality assurance.

* Proficiency and over 5 years experience using Microsoft office Word, Excel, Access, Power point, Outlook, Type 30 WPM using word processing software packages and 10-key by touch and sight.

HONORS AND ACTIVITIES

* Volunteer for the Humane Society

* Volunteer for Habitat of Humanity

EDUCATION

Montbello High School, Denver CO

High School Diploma 1986

REFRENCES AVAILABLE UPON REQUEST

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