Team Lead with Remote Leadership Expertise

Amber Wright

Bedford Indiana U.S.A

812-***-****/ *************@*****.***

Authorized to work in the US for any employer Work Experience

Team Lead TTEC Bank of America, State of Massachusetts Department of Revenue from October

2020 to 2021 and Mazda Case Management Email/Chat Lead from 2021 to March of 2025.

Remote Leadership Certification-United States-Team Lead

Currently taking Six Sigma Courses.

TL 101 and TL 201

A little about me:

I am a quick learner and love to trouble shoot and get to the core of any issue and help

come up with a plan to assist in any way possible. I enjoy my job and plan to work my way

up the ladder to a OM/SDM, I like to lead with passion and empathy but also following

Values set by the company and holding agents accountable. I have 3 children all who are

grown and out of the house at this point and 4 grandchildren. I am a hard worker and go to

great lengths to do my job not only well but give 100% of myself everyday.

● As a Team Lead I have measured Metrics. I have a strong understanding of core values.

I have coached my agents along with helping other Team Leads in everyday operations.

● I have working knowledge of computer applications Excel, Outlook PowerPoint Kronos

Oracle and Empower.

● I am a Multitasker by trade and a great problem solver.

● I strive myself in attention to detail and the desire to follow policy and procedure set forth

by the company and client.

CSR - Customer Service Representative/Supervisor

TTEC/Bank of America May 2020 to October 2020

Answering the phone

Pulling up accounting of personal banking

Coaching others in how to be professional and resourceful

Taking Supervisor calls and directing to proper departments

Team Lead

Bank of America, State of Massachusetts Department of Unemployment and Mazda Case

Management.

● Making sure my team met all metrics that were set by the company such as AHT efficiency

and customer survey scores.

● Holding employees accountable for reaching set goals whether they are weekly or monthly.

● Answering to my manager and pulling any reports needed to assist either my manager or

my team to be successful.

● I am skilled with Salesforce, Kronos, Oracle and any Microsoft applications.

● Guardian Care Assistant

Personal Financial Services LLC - Bloomington, IN February 2019 to April 2019

I took care of clients needs and coordinated their care for Personal Financial Services LLC. I wrote

up letters and official documents pertaining to their needs

CNA - Certified Nursing Assistant

Gardenvilla - Bedford, IN June 2006 to June 2008

Activities of daily living, documenting patient care and reporting to my supervisors

for additional tasks.

Certified Nursing Assistant

CNA - Bedford, IN

February 2002 to June 2006

CNA, Medical Records and coding, staffing. I was a was a CNA for 4 years and worked

my way into a Medical Records

Coordinator position While still doing medical records I learned and took classes for

ICD-9 coding.

I became very efficient in speaking with doctors about diagnosis for patients and

making sure all orders were placed within the charts in proper order. As a CNA I

cared for patients and participated in care team meetings where I helped design and

execute patient care tailored to my patients needs. I became very efficient in

speaking with doctors about diagnosis for patients and making sure all orders were

placed within the charts in proper order.

Certified Nursing Assistant

CNA - Mitchell, IN

March 2000 to February 2002

CNA I took care of patients daily needs including documenting

August 1995 to July 2021 Skills

• Customer Services (10 years)

• File Maintenance (10 years)

• Team Leader (6 years)

• Personnel Management (10 years)

• Medical Terminology (10+ years)

• Medical Records (7 years)

• CNA Certified

• Front Desk

• Reception

• Front Office

• Customer Service

• Call Center Organizational Skills

I am a quick learner and have scored a 97% on my most recent Pulse Survey.

Contact this candidate