Customer Service Team Leader
Resume:
Camilla Whorton
Jacksonville, FL 32211
*******.****@*****.***
Customer Service Support Professional/ Team Leader Manager Professional Experience
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Customer Service Team Leader/Coach Insurance
2019 - Present Work From Home
- Led and coached a team of 36 agents in inbound and outbound customer service.
- Monitored and analyzed performance metrics, driving team efficiency and improving customer satisfaction.
- Facilitated team meetings, training sessions, and individual coaching to enhance agent skills and meet performance goals.
- Managed escalated customer inquiries, providing high-quality solutions and maintaining customer loyalty.
- Collaborated with management to develop team strategies, identify improvement areas, and implement best practices.
Teleperformance
Team Lead - Microsoft 360 Billing Agent
2015 - 2019 Work From Home
- Supervised a team of 15 agents handling billing inquiries and support for Microsoft 360.
- Ensured compliance with company standards, maintaining high-quality service delivery.
- Trained new hires on policies, billing procedures, and customer service protocols.
- Utilized Microsoft 360 tools for data tracking, report generation, and improving customer interactions.
- Conducted performance reviews, providing feedback to agents for continuous improvement. Foundever
Customer Support Team Lead - Billing, Sales, and Technical Support Xbox One 2010 - 2015 Work From Home Liberty Mutual
- Led customer support team of 23 agents, managing billing and sales for Liberty Mutual.
- Provided technical support for insurance products, troubleshooting issues for efficient resolution.
- Supported team in understanding product updates and resolving complex inquiries.
- Maintained consistent communication with clients, ensuring high satisfaction rates.
- Compiled customer feedback to identify areas for improvement in service processes. Convergys
Customer Service Agent Xfinity
2005 - 2010 Fort Lauderdale, FL
- Delivered inbound customer service, assisting clients with billing and product inquiries.
- Provided solutions and product information to support customer needs.
- Resolved customer complaints efficiently, aiming to increase satisfaction and loyalty.
- Maintained high levels of professionalism and service quality.
- Documented and tracked client interactions for accurate record-keeping. Education
DeVry University
Bachelor of Arts in Business Intelligence/Data Analysis GPA: 3.0
Affiliations
- Member, Delta Phi Delta Sorority
Skills
- Team Leadership & Coaching: Skilled in mentoring and developing agents to meet performance and service goals.
- Customer Relationship Management: Proficient in maintaining high levels of customer satisfaction through problem-solving.
- Billing & Technical Support: Experienced in handling billing inquiries, technical troubleshooting, and sales support.
- Data Analysis: Knowledgeable in analyzing performance metrics to optimize team performance and service quality.
- Microsoft Office 360: Competent in Microsoft 360 tools for tracking data, reporting, and enhancing customer interactions.
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