Team Lead Service Representative

Ericka Bell

**** ***** **** ******, *******, AZ *5021

Ph: 602-***-****

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

Professional Summary

To obtain employment in an office environment where I can utilize my experience, people skills and supervisory skills. I have experience managing resources and team members

to increase customer base and expand and support the company's goals and marketing

efforts.

Skills

Active Listener

Critical Thinker

Exceptional Time Management

Good Judgment and Decision Making

Strong Communication Skills

40-hour Domestic Violence Certification

Typing Skills 40wpm

Licensed Health Agent

Experience

Team Lead November 2020-Present

Emcor - Tempe, AZ

Monitors call floor to identify issues and track progress

Ensures proper reports are made daily, hourly and weekly.

Perform trainings to new hires

Coaching to ensure policies and procedures are followed

Provides answers and guidance when needed to agents who need assistance.

Attends weekly meetings to stay up to date on upcoming changes and add-ons

Answers and responds to all emergency or non-emergency calls to offer assistance or provide important information.

Logs each call, providing answers to questions by retrieving information from the necessary departments.

Creates work orders via call in or email and dispatch the work orders in a timely manner as specified per work order priority and account note procedure using (EmcorVia or IFS).

Follows protocols and procedures for multiple client accounts.

Uses judgment to determine the maintenance type needed for each issue called in to the office.

Escalates and follows up on work orders of higher priority to guarantee prompt and timely vendor response.

Corresponds with the appropriate party to ensure customer needs are met.

Customer Service Representative Jan 2019 November 2020

Waste Management Phoenix, AZ

Handled 80-90 telephone calls per day.

Operated dual monitors.

Conferred with customers by telephone to provide information about products or services, took and entered orders, canceled accounts, or obtained details of complaints.

Checked to ensure that appropriate changes were made to resolve customers' problems.

Determined charges for services requested, collected payments, or arranged for billing.

Resolved customers' service or billing complaints by performing activities such as refunding money or adjusting bills.

Completed contract forms, prepared change of address records, or issued service discontinuance orders, using computers.

Used multiple applications simultaneously to ensure first call resolution.

Benefits Advisor May 2018 Jan 2019

Humana Phoenix, AZ

Engaged and enrolled interested customers in plans for Medicare Health Annual Enrollment Season

Completed forms in accordance with company procedures.

Conducted searches to find needed information, using such sources as the Internet.

Established customer relationships and followed up with customers, as needed.

Used a customer-focused, needs-based review process to educate customers about insurance options.

Operations Manager Jan 2016 Apr 2018

Freedom House Reentry Education and Employment Corporation Chicago, IL

Oversaw activities directly related to providing services.

Evaluated overall performance by gathering, analyzing, and interpreting data and metrics.

Managed staff, prepared work schedules and assigned specific duties.

Determined staffing requirements, and interviewed, hired, and trained new employees, or oversaw those personnel processes.

Managed relationships with partners/vendors.

Formulated, organized, and monitored inter-connected projects.

Prepared reports for program directors.

Assessed staff performance and provided coaching and guidance to ensure maximum efficiency.

Kept abreast with all organizational changes and business developments.

Performed quality controls and monitor production key performance indicators.

Office Manager Oct 2010 Apr 2016

Prologue Chicago, IL

Supervised other clerical staff and provided training and orientation to new staff.

Maintained accurate, detailed reports and records.

Used computers for various applications, such as database management or word processing.

Operated office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions.

Greeted visitors or callers and handled their inquiries or directed them to the appropriate persons according to their needs.

Maintained scheduling and event calendars.

Coordinated conferences, meetings, or special events, such as luncheons or graduation ceremonies.

Established work procedures or scheduled and kept track of the daily work of clerical staff.

Ordered and dispensed supplies.

Prepared conference or event materials, such as flyers or invitations.

Assistant Manager Jan 1999 Jul 2010

RAV Fashions Chicago, IL

Organized all store operations and allocated responsibilities to personnel.

Analyzed daily, weekly, and monthly sales figures to ensure branch profitability.

Satisfied complaints from customers to maintain the store's reputation.

Scheduled employees and complied with hours provided for purposes of payroll.

Call Center Representative Feb 1993 Apr 2000

Blackstone Group Chicago, IL

Inbound and outbound more than 60 calls a day.

Entered accurate data into company system.

Operated an automated dialer Performed customer satisfaction surveys.

Education

Argosy University-Chicago, IL Aug 2011-Dec 2015

Master of Science Degree

East-West University-Chicago, IL Aug 2006- May 2009

Bachelor of Art Degree

Contact this candidate