Team Lead Customer Service
Resume:
EMPLOYMENT HISTORY
Team Lead, Wipro, Tampa FL
Led a high-performance team, consistently achieving daily metrics and meeting SLA’s. Boosted team efficiency through innovative workflow optimization. Utilized analytical skills to enhance team performance. Improved call quality by coaching team on best practices. Positively influenced business outcomes via effective team leadership. Pioneered innovative solutions to streamline operations, enhancing team output. Mentored team members, fostering a culture of continuous improvement and excellence. Cultivated a supportive team environment, elevating staff morale and productivity. Analyzed team workflows, identifying key areas for rapid improvement and efficiency gains. SEP 2020 - MAR 2022
Dual Enrollment Advocate, Wipro Technologies, Tampa, FL Managed customer interactions, ensuring optimal service by understanding needs and recommending suitable products. Documented customer interactions, tracking issues and resolutions to enhance service quality. Efficiently handled high call volumes, maintaining control and swiftly addressing issues. Enhanced team productivity by training new employees on efficient processes. Contributed to customer satisfaction by swiftly resolving issues through call management and web-based communication systems.
Elevated customer satisfaction by streamlining service solutions and tracking outcomes. Boosted team productivity by implementing efficient call control techniques. Enhanced team performance by mentoring new hires on effective process execution. Improved service delivery by analyzing customer feedback and adjusting strategies. Led initiatives to enhance customer service, resulting in increased satisfaction. Pioneered new training methods for staff, boosting efficiency and team capability. FEB 2018 - MAR 2020
DA II, Northwest Community Services, Marshall, MO
Worked with Consumers in building skills to help them learn how to live in the community. Managed 4 different homes with Consumers and employees. Worked with staff and consumers in de-escalating behaviors to ensure safety of consumers and staff. Ensure proper documentation for consumers healthy records. Certified in Medication management to ensure medication was given to right patient and documented correctly. NOV 2010 - MAY 2016
Site Coordinator, Community Health Center of Central Missouri, Linn, MO Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Recorded patients' medical history, vital statistics and test results in electronic medical records. Provided informative reports to management as requested. Worked with Providers to ensure successful scheduling. 8603 Clibourn Road, Russellville, MO
65074
ad5n5x@r.postjobfree.com
BRIDGETTE METZ
PROFESSIONAL SUMMARY
Dual Enrollment Advocate and Team Lead with over 14 years of experience in customer service and team management, excelling in strategic planning, time management, and leadership. Demonstrated ability to enhance team efficiency and customer satisfaction through innovative solutions and effective coaching. Adept at managing high volumes of calls, documenting interactions for quality service, and fostering a culture of continuous improvement and excellence. EDUCATION
FEB 2011
Associate of Science in Medical Specialist, Metro Business College, Jefferson City, MO SKILLS
Flexible and focused team player Customer relationship management HR proficiencies Strategic planning
Time management Information technology
Personnel engagement Policies implementation
People skills Troubleshooting
Active listening Team building
Problem resolution Critical thinking
Leadership Dual Enrollment Advocate
Managed customer expectations Documented conversations with customers Maintained strong call control Answered, screened and processed high volume of calls Trained new employees Worked with Consumers in building skills Managed 4 different homes with Consumers and employees Worked with staff and consumers in de-escalating behaviors Ensure proper documentation for consumers' healthy records Certified in Medication management Worked successfully with diverse group of coworkers Recorded patients' medical history, vital statistics and test results
Provided informative reports to management Worked with Providers to ensure successful scheduling Associate of Science in Medical Specialist
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