Customer Service Leader - Team Coaching & Process Improvement

Chantell Coleman

Crum Lynne, PA

Professional Summary

Results-driven customer service leader with over 10 years of experience in credit reporting, fraud resolution, and team development. Proven ability to coach and mentor employees, improve operational performance, and ensure compliance with regulatory standards. Recognized for driving process improvements, leading cross-functional collaboration, and fostering a high-performing, customer-focused team environment. Seeking to leverage leadership experience into a Supervisor/Team Lead role.

Core Competencies

Team Leadership & Coaching

Performance Management & Development

Quality Assurance & Compliance

Process Improvement & Change Management

Customer Experience & Escalation Resolution

Cross-Functional Collaboration

Training & Facilitation

Professional Experience

TransUnion – Crum Lynne, PA

October 2015 – Present

Special Handling Senior Representative (Acting Team Lead Responsibilities)

Provide coaching and performance feedback to improve quality, productivity, and customer experience

Lead initiatives focused on process improvements and policy enhancements

Facilitate training sessions to address knowledge gaps

Conduct audits and coaching sessions to ensure compliance

Serve as liaison between departments to resolve escalations

Lead monthly team meetings and drive engagement

Contact this candidate