Customer Service Team Lead

Jimmy McConnell

PO Box *** Temple, TX ***** 936-***-**** ****@****.***

Professional Summary: Highly motivated professional with over 40 years of experience working and communicating effectively with diverse backgrounds; extensive experience as a trainer in one-on-one or group orientations to explain programs and services while staying up-to-date on all changes and challenges; analytical skills and ability to leverage data to drive decision-making;strong ability to organize, set priorities, work independently and complete multiple projects within established deadlines and with consideration for the best possible outcomes; knowledge and understanding of health care concepts; computer literate with the ability to learn and master company- and department-specific software; excels at guiding callers and chatters through the intricacies of their concerns with patience, competence and reassurance; firm and dynamic know-how to work scripts and protocols, while being flexible to find answers when those things fall short; evolving excellence due to due to can-do attitude and over five years’ managerial, supervisory, and team lead experience.

skills

• Strong Communication • Leadership • Presentation Skills • Academic Advising

• Operations Management • HIPAA/FERPA • Training/Assessment • Skills Development

• Billing • Research/Analysis • Record Keeping • Process Improvement

• Problem-Solving • Time Management • Writing/Editing • Good for morale

• Proficient in using customer service software and Microsoft Office Suite

RELEVANT Experience

TTEC/WebTech, Temple, Texas November 2018 – September 2023

Trainer and Team Lead

Communicated with callers in several departments: fulfillment, Specialty Pharmacy, Dental, Billing, Claims, and Tier 2 Tech Support

•Recruited as special trainer for brand new department (Specialty Pharmacy – High Touch)

Commended for innovative call scripting

Designated SME (subject matter expert) in several departments

Cited for exemplary dispute resolution

Barrington Suites May 2009 – June 2012 2023

Property Manager

Rented units

Processed paperwork

Held keys to safe and made deposits

• Supervised staff of six, including hiring, firing, scheduling and review

Crossan & Crossan Creative, Columbia, South Carolina February 1993– February 2013

Writer/Editor

100% remote work

Collect and condense news stories from online

Supply jokes for various categories – National, Sports, History, Show Business/Entertainment

Submit joke packages to Crossan & Crossan, a syndicated radio prep service for over 100 national and international radio markets.

Customized programs for talent in all markets

Marketed service to new clients

Education

St John’s College, Santa Fe, New Mexico

BA, Liberal Arts

Cover Letter

You’re busy. I’ll be brief.

With over six years of remote customer service experience in insurance, pharmacy, and tech support, I excel at guiding callers and chatters through the intricacies of their concerns with patience, competence and reassurance. I know how to work scripts and protocols, and how to find answers when those things fall short.

As for supervisory experience, I was manager at a small but buys hotel, assistant manager at a pizza restaurant, a floorman in a Nevada Casino and a supervising trainer at TTEC. My teams always have high morale and even higher productivity.

All of these skills readily transfer to any particular job, including yours.

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