Team Leader Customer Service

SUSAN THOMPSON

Independence, MO ***** 816-***-**** *************@*****.***

Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand. Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder. Team Supervisor, 01/2021 - Current

Veterans Affairs Medical Center – Kansas City, MO

Maintained understanding of overall business goals, tailoring new hires and continuing training towards reaching prescribed targets

Transported patients to testing and treatment units, operating rooms and other areas using moveable beds, wheelchairs, and stretchers

Warmly greeted patients and visitors and made each feel welcome Collaborated with CNAs, nurses, and physicians to maintain stability during transport and facilitate event-free transport

Assisted patients in moving out of beds, wheelchairs, stretchers, or medical transport vans Assisted with lifting and handling patients using appropriate patient safety equipment such as lift swings, stand-up lifts and overhead lifts

Managed performance reviews for 10 employees, analyzing individual employee achievements and overall trends in workforce execution metrics

Team Lead, 01/2021 - 12/2022

Fieldworks – Washington, DC

Trained new team members by relaying information on company procedures and safety requirements Developed monthly and daily production output plans to deliver on customer service and financial metrics Managed schedules, accepted time off requests and found coverage for short shifts Maintained overall safe work environment with employee training programs and enforcement of safety PROFESSIONAL SUMMARY

WORK HISTORY

procedures

Field Analyst/field Supervisor, 01/2017 - 01/2020

FieldWorks Events & Marketing – Washington, DC

Supervision and organizing of field strategies of canvassers for political candidates and ballot issues in various elections

Identified appropriate marketing channels and target customers for campaigns Analyzed data to uncover insights and identify key opportunities to inform strategic decisions Collected and analyzed data from variety of sources to create detailed market research reports for top-level decision makers

Tracked key metrics and developed spreadsheets and data models Used various market research tools and techniques to gather, analyze and interpret data. Associate of Science: Business, 05/2000

Penn Valley Community College - Kansas City, MO

Diploma: General studies, 05/1984

Paseo High School - Kansas City, MO

Operational Efficiency and Safety

Quality Control

Task Monitoring

Verbal and Written Communication

Customer Relationship Management

Staff Management

Team Leadership

Coaching and Mentoring

Managing Cash Register

Time Management

Employee Training

Finance and Accounting Operations

Employee Motivation

Cross-Functional Communication

Financial Management

Data Collection

EDUCATION

SKILLS

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