Customer Service Team Leader

MERCEDES BASKERVILLE

Moravian Drive apt.***, Sterling Heights, MI 48312

Home: 248-***-****

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

SUMMARY

Dedicated and accomplished Team Leader, with more than 10 years successful experience in customer service and

sharing best practices. Proficient in handling large volumes of customers and trained to implement Key Performance

Indicators to achieve successful performance, relating to strategic goals and targets.

HIGHLIGHTS

Six Sigma and Franklin Covey certified. Computer literate

Ability to coach, motivate and supervise employees. Organizational Skills

Process payroll, attendance audits and performance Typing skills 45+/wpm

agreements. Motivated Team player with outstanding mentorship.

Strong communication and active listening

skills.

EXPERIENCE

MINACS/ONSTAR

Warren, MI

Team Leader/Trainer/Performance Consultant 11/2010 to Current

Mentored more than 200 Subscriber agents through continued training and production.

Recognized for annual attrition reduction through successfully implementing discipline without punishment.

Incorporated Six Sigma methodology to improve the coaching approach for team development.

Presented Project Discovery to fellow Team Leaders to achieve outstanding goals, resulting in a successful site

wide practice.

Perform the task of monitoring, organizing and, coaching the team daily.

Formulating training lessons and course material, run evaluation drives weekly to determine job placement.

Build employee moral by motivating and inspiring the advisor's to maintain a positive attitude in the work facility.

CONVERGYS/ONSTAR

Warren, MI

Customer service Advisor/Subject Matter Expert/Team Leader 04/2008 to 11/2010

Created mutually beneficial relationships with customers.

Accountable for taking 150 - 300 incoming calls daily while utilizing complex Internet and software platforms.

Trained employees on business policies and customer service standards.

Familiar with 17 depts. to ensure that the customer’s request are fulfilled accordingly.

Shadowing management to assist with new hires and established employees.

Interacting with customers and dealers to ensure satisfaction after the vehicle has been purchased.

Giving appropriate dispute resolutions to keep a great reputation for the client.

Promoted to join the Management Team August 2010.

TRADER JOE'S

Royal Oak, MI

Cashier 10/2005 to 07/2007

Assessed customer needs and recommended appropriate merchandise.

Performed periodic inventory checks to maintain accurate stock records.

Responded to customer inquiries and concerns to quickly resolve concerns.

Processed cash, credit and check transactions.

Set up and arranged store displays according to pictures, charts and written instructions.

Educating customers on current and new products.

LITTLE CAESARS

Detroit, MI

Line Leader/Cashier 01/2004 to 12/2004

Accountable for monetary transactions during register duty.

Assisting manager with cash, inventory and, schedule balancing.

Working flexible hours to help train others and improve service.

Interacting with customers and, responsible for the stores appearance.

EDUCATION

STUDIED: BUSINESS MANAGEMENT

Lewis College of Business, Detroit, MI

GPA: GPA: 3.5

2006

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