Allen Timney
Grand Ledge,MI
Summary
Accomplished Customer Service Team Lead with a proven track record in team leadership, conflict resolution, and training development. Committed to enhancing team performance and customer satisfaction through effective communication and process improvement.
Overview
11
11
years of professional experience
Work History
Customer Service Team Lead
Maximus Inc
East Lansing, Michigan
04.2022 - 12.2025
- Led team meetings to align project goals and expectations.
- Mentored team members on best practices and effective strategies.
- Developed training materials for onboarding new staff members.
- Monitored daily operations to ensure adherence to company policies and standards.
- Implemented process improvements to streamline workflows and efficiency.
- Conducted performance evaluations to assess team strengths and areas for growth.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Trained new staff in relevant processes and procedures.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Identified process improvement opportunities and implemented changes for enhanced workflow.
Customer Service Representative
Maximus Inc
East Lansing, Michigan
11.2017 - 04.2022
- Assisted customers with inquiries and resolved issues promptly.
- Collaborated with team members to improve service delivery and response times.
- Utilized CRM software to track customer interactions and maintain records.
- Resolved escalated complaints with professionalism and effective communication, ensuring customer concerns were addressed promptly.
- Resolved customer complaints efficiently, contributing to overall customer satisfaction.
- Achieved high customer satisfaction by addressing problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Sales Representative
Verizon Wireless Zone
Lansing, MI
03.2015 - 11.2017
- Engaged customers through personalized product consultations, enhancing satisfaction and driving sales.
- Generated new sales leads through cold calling and networking activities.
- Developed and maintained key customer relationships, contributing to increased sales.
- Collaborated with team members to meet sales targets and elevate overall performance.
- Demonstrated wireless technology features to enhance customer understanding.
- Resolved customer inquiries and issues with a focus on satisfaction and retention.
- Maintained knowledge of industry trends to inform customer recommendations.
- Processed customer transactions efficiently using point-of-sale systems.
- Managed inventory levels to ensure product availability and quality.
Education
High School Diploma -
Waterford Mott High School
Waterford, MISkills
- Customer service excellence
- Inbound call answering
- Relationship management
- Team leadership
- Staff training
- Training design
- Training materials
- Performance evaluation
- Coaching
- Conflict resolution
- Effective communication
- Active listening
- Problem solving
- Process improvement
- Quality control
- Organization and recordkeeping
- Report preparation
- Telephone etiquette
Timeline
Customer Service Team Lead
Maximus Inc
04.2022 - 12.2025
Customer Service Representative
Maximus Inc
11.2017 - 04.2022
Sales Representative
Verizon Wireless Zone
03.2015 - 11.2017
High School Diploma -
Waterford Mott High School