Angelica Meza
Fort Worth,TX
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
11
11
years of professional experience
Work History
VCS Team Lead
Alcon
2020.11 - Current
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Mentored and guided employees to foster proper completion of assigned duties.
- Directed and supervised team of 17 engaged in performance and team development.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Designed strategic plan for component development practices to support future projects such as MARLO support, E2C specialized work, and complete launch of NotifEYE.
- Far exceeded expectations in 2023 year end review by contributing to many successful projects throughout the year.
Customer Service Coordinator
Alcon
2019.04 - 2020.11
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Created and enhanced call sequencing flows and scripts to enhance team performance.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Customer Service Representative
Alcon
2013.09 - 2019.04
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Skills
- Collaborative Environments
- Performance Improvement
- Key Performance Indicators (KPI)
- Performing Evaluations
- Team Monitoring
- Team Meetings
- Leadership
- Process Improvement Initiatives
Current Projects: Notifeye
Successfully launched NotifEYE - collaborated with Compliance and developers to integrate the Notifeye platform into Envision.
Timeline
VCS Team Lead
Alcon
2020.11 - Current
Customer Service Coordinator
Alcon
2019.04 - 2020.11
Customer Service Representative
Alcon
2013.09 - 2019.04