April McCall
Valdosta,Ga
Summary
EXPERIENCED INBOUND TEAM LEADER WITH OVER 12 YEARS’ EXPERIENCE IN THE AUTOMOTIVE INDUSTRY AND MORE THAN 10 YEARS OF LEADERSHIP EXPERIENCE. PROVEN ABILITY TO INVESTIGATE DEALER CONCERNS, PERFORM ROOT CAUSE ANALYSIS, COACH EMPLOYEES, AND COLLABORATE ACROSS DEPARTMENTS TO RESOLVE COMPLEX ISSUES. RECOGNIZED BY LEADERSHIP AS A TRUSTED RESOURCE FOR MENTORING FELLOW TEAM LEADERS, IMPROVING QUALITY, AND IMPLEMENTING PROCESS IMPROVEMENTS. DEDICATED TO DELIVERING ACCURATE, TIMELY SOLUTIONS WHILE BUILDING STRONG RELATIONSHIPS WITH DEALERSHIP PARTNERS AND INTERNAL TEAMS.
Professional leader ready to drive team success and exceed objectives. Proven track record in team collaboration, strategic planning, and problem-solving. Known for strong communication skills, adaptability, and reliability. Equipped to foster productive and positive work environment while meeting changing demands.
Overview
13
13
years of professional experience
Work History
Customer Service- Lead Call Center Support
CDK Global
09.2018 - Current
- Selected by leadership to mentor and support fellow Team Leaders by sharing best practices, providing guidance on complex dealer concerns, and promoting consistent coaching and decision-making across the department.
- Investigate dealer concerns and identify root causes through research, quality reviews, and collaboration with internal teams.
- Coach Customer Service Representatives by analyzing errors, discussing business impact, and developing strategies to prevent repeat issues.
- Monitor performance metrics and quality trends to identify opportunities for improvement.
- Conduct quality audits for priority dealership accounts to improve accuracy and customer satisfaction.
- Designed and implemented an Inbound Transition Program that standardized onboarding and improved new hire readiness.
- Partner with managers and support teams to resolve escalated issues and dealer notes, manual and training processes.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Spearheaded initiatives that increased operational efficiency and optimized resource allocation.
- Mentored junior staff, fostering a culture of continuous learning and professional growth.
- Analyzed customer feedback to identify trends, inform strategies, and enhance service offerings.
- Developed training programs to improve team performance and service delivery standards.
- Led customer service team in resolving complex issues, enhancing client satisfaction and loyalty.
Inbound Team Leader
01.2015 - 09.2018
- Led and coached Customer Service Representatives in a fast-paced automotive call center.
- Conducted performance reviews and quality coaching sessions.
- Resolved dealer concerns and supported escalated customer issues.
- Monitored performance metrics and promoted continuous improvement.
Call center customer service representative/Inbound customer service rep
Elead One
10.2013 - 11.2014
- Obtained knowledge in all campaigns
- Assisted with outbound calls (Prospects, Appointments, Gold)
- Assisted with Inbound calls
- Exceed expectations in all campaigns
- Representing dealerships in a professional manner
- Promoted to Team Lead Nov 2015
Education
High School Diploma -
Lowndes High School
Valdosta, GA05.2000
Skills
- Directed mentoring and coaching initiatives for team development
- Resolved complaints and problems through effective strategies
- Implemented process improvements to enhance operational efficiency
- Inspired and motivated teams to excel in their roles
- Oversaw comprehensive staff education and training programs
- Led quality improvement initiatives to elevate standards
- Supervised daily team functions to ensure productivity
- Fostered strong verbal and written communication skills within the team
- Cultivated team-building activities to strengthen collaboration
- Managed daily operations to optimize team performance
- Established clear expectations to align team objectives
- Facilitated teamwork and collaboration across departments
- Drove goal-setting processes to align with organizational vision
- Exhibited strong leadership to navigate team dynamics
- Conducted strategic team check-ins to assess progress
- Promoted innovative practices to enhance team outcomes
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
Timeline
Customer Service- Lead Call Center Support
CDK Global
09.2018 - Current
Inbound Team Leader
01.2015 - 09.2018
Call center customer service representative/Inbound customer service rep
Elead One
10.2013 - 11.2014
High School Diploma -
Lowndes High School