Administrative team leader
Resume:
Eliana Geswell
Lunenburg, Massachusetts 01462
ac55m9@r.postjobfree.com
PROFESSIONAL SUMMARY
I am a highly organized, self-motivated professional with more than six years of customer support and management. I possess strong problem solving and decision-making skills with the ability to develop and implement action plans. I have demonstrated experience in the coordination of all aspects of customer service, management, payroll and human resources. I incorporate excellent and effective communication with all clients and employees in order to achieve success. My qualifications include but are not limited to:
● Coaching Development
● Data Analysis
● Microsoft Office
● eStart
● Leadership/Supervision
● Bilingual
● Communication Skills
● Training Skills
● Motivated Self-starter
● Adept Multi-tasker
● Time Management
● Ensure Customer Service
EXPERIENCE
Convergys Orlando, Florida 2016-2018
Administrative Team Leader
In charge of Payroll for 350 employees while maintaining and verifying timekeeping information for all.
Calculated pay according to hours worked incorporating leaves and overtime.
Handled administrative requests and queries from senior managers.
Experience in data collection, entry and reporting with great attention to detail and confidentiality.
Computer savvy with working knowledge of relevant software (e.g eStart).
Outstanding organizational and time management skills.
Excellent communication abilities with aptitude in problem-solving.
Convergys Dublin, Georgia 2015-2016
Team Leader Manager
Managed a team of 30 employees maintaining 100% Net Promoter Scores (NPS), Customer Resolution Rate, and Key Performance Indicator (KPI) for quality assurance.
Evaluated and enforced company security policies and procedures.
Coached and mentored each employee on a daily, weekly and monthly basis implementing corrective actions when necessary.
Meet 100% of team metrics to surpass client needs, while adjusting and holding team members accountable when needed.
Maintained all employee records and administrative duties while constantly working with
and reporting to senior managers to resolve issues.
Developed and led training to maximize employee success is a fast-evolving market.
Convergys Jacksonville, North Carolina 2014-2015
Customer Service Representative
New member and top costumer support on inbound calls.
Provided top level customer service to all customers.
Ensured all task were done within a timely manner.
Participated in mentoring, coaching, and calls monitoring for the project.
Metro PCS Leominster, Massachusetts 2012-2013
Customer Service Representative
Bilingual in both English and Spanish, which was a requirement in the diverse market where the store was located.
Maintained knowledge of current sales and promotions while maintaining all records related to all transactions.
Provided customer service and advise all clients on merchandise and inquiries.
Worked with Microsoft Word, Excel, POS programs, tele tracker and Q-pay.
CERTIFICATES
Convergys, Coaching leadership course, Orlando, Florida 2016
Caring for Life, Medical Coding and Billing, Jacksonville, North Carolina 2015
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