Accomplished Team Lead and Resolution Specialist
Resume:
MARYAM
JOHNSON
*******.********@*****.***
Hampton, VA 23663
Accomplished Team Lead Resolution Agent at Mrs Bpo LLC, adept in schedule management and coaching, significantly enhanced team productivity and customer satisfaction. Expert in complaint resolution and employee engagement, demonstrated a proven track record of exceeding performance targets. Skilled in both leadership and operational efficiencies, consistently delivering results that align with employer needs.
PROFESSIONAL SUMMARY
SKILLS
• Schedule Management
• Production Monitoring
• Work assignment delegation
• Coaching and Mentoring
• Employee engagement
• Complaint resolution
Pemberton Township High School
Pemberton, NJ • 06/2010
High School Diploma
EDUCATION
Teleperformance USA- Senture FEMA Contract - Disaster Relief Specialist
Hampton, VA • 11/2024 - 05/2025
Mrs Bpo LLC - Team Lead Resolution Agent
Cherry Hill, New Jersey • 12/2019 - 01/2022
Mrs Bpo LLC - Toyota Financial - 1st Party Collections Cherry Hill, New Jersey • 05/2019 - 11/2019
Mrs Bpo LLC - Resolution Agent - Collections
Cherry Hill, New Jersey • 11/2018 - 04/2019
WORK HISTORY
Coordinated disaster response efforts with local and federal agencies.
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Developed communication strategies for effective information dissemination.
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• Conducted needs assessments to identify community resource gaps.
• Assisted applying for disaster relief funding.
• Collected necessary documents for review and eligibility. Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
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Developed strategies to increase team productivity and improve customer service levels.
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• Trained new staff in relevant processes and procedures. Resolved escalated customer complaints or queries promptly and efficiently.
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Ensured compliance with company policies and procedures throughout the team.
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Monitored team performance against targets, taking corrective action where necessary.
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Negotiated payment plans with customers in arrears or at risk of defaulting on payments.
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Responded to customer inquiries about billing issues, account status, and payment options.
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Negotiated payment arrangements with debtors when possible in an effort to avoid repossessions.
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Freedom Mortgage Corporation - Document Recovery Specialist Mount Laurel, New Jersey • 04/2018 - 07/2018
Freedom Mortgage Corporation - Sales Support Specialist Mount Laurel, New Jersey • 10/2016 - 04/2018
Freedom Mortgage Corporation - Customer Service Representative Mount Laurel, New Jersey • 05/2017 - 02/2018
Researched customer accounts for any discrepancies or outstanding payments.
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Negotiated payment plans with customers to ensure timely repayment of debt.
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Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.
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Provided guidance on legal matters concerning collection procedures.
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Responded promptly to customer inquiries regarding status of requested documents.
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Maintained a safe work environment by following security protocols when handling sensitive materials.
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Assisted users with navigation through various levels of folders within the repository structure.
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Answered customer inquiries regarding products, pricing, and availability.
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• Maintained accurate records of customer interactions and inquiries. Answered high volume of calls in fast-paced environment to offer above-and-beyond support for sales representatives' diverse needs.
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Answered customer inquiries and provided accurate information regarding products and services.
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Provided excellent customer service to resolve customer complaints in a timely manner.
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Maintained detailed records of customer interactions, transactions and comments for future reference.
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Answered inbound calls, chats and emails to facilitate customer service.
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High Flyers Reward- highlighted my hard work efforts and dedication to the company.
ACCOMPLISHMENTS
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