Team Leader Lead
Resume:
ALEXANDRIA POWERS
**************@*****.***
Jacksonville, FL 32257
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. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Work experience
Interim Team Lead
OPTUM SERVICES, INC. - Minnetonka, MN
June 2022 to Present
●De-escalating members complaints and queries, fast-tracking them for problem resolution.
●Mentored and guided advocates to foster proper completion of assigned duties.
●Established open and professional relationships with team advocates to achieve quick resolutions for various issues.
●Build strong relationships with members through positive attitude and attentive response.
●Conducted training and mentored team advocates to promote productivity and commitment to friendly service, while monitoring SLA (Service Level Agreements)
●De-escalated over 30 calls daily.
Mortgage Servicing Specialist
Freedom Mortgage Corporation - Jacksonville, FL
January 2020 to October 2021
●Responded to customer requests, offering excellent support and tailored recommendations to address needs.
●Responded proactively and positively to rapid change.
●Investigated and resolved customer inquiries and complaints quickly.
●Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
●Educated customers about billing, payment processing and support policies and procedures.
●Met customer call guidelines for service levels, handle time and productivity.
●Answering 50-80 calls daily.
Planned Career Break
January 2015 to October 2021
Time off allowed me to care for my small children and growing family.
●To Relocate
●To build a brand of my own
●To expand my residential and commercial cleaning business.
Inventory Associate
AT&T - Jacksonville, FL
October 2014 to January 2015
●Receive store products and input them into store inventory
●Completing promotional displays
●Reporting all inventory discrepancies
●Report inventory malfunctions
●Keeping logs accurate and updated
Assistant Manager
Finish Line - Orange Park, FL
October 2010 to August 2013
●Sell merchandise
●Manage cash register/ Nightly count
●Open and close store
●Supervise assigned sales associates
●Nightly bank deposits
●Report all discrepancies to Store Manager
●Customer de-escalation
Education
High school diploma
Orange Park High School - Orange Park, FL
September 2008 to June 2011
Skills
●SME (Subject Matter Expert)
●Customer service
●Service Level Agreements
●Coaching and Mentoring
●Data management
●Team Supervision
●Business intelligence
●Data Entry
●Inventory Control
●Computer skills
●Typing
●Complaint Resolution
●Team Supervision
●Problem solving
●Data Warehouse
●Time & attendance systems
●Technical support
●Front desk
●Problem management
●Assistant Manager Experience
●Risk & issue management
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