Summary
Overview
Work History
Skills
Accomplishments
Certification
Interests
Timeline
Generic

Belinda Bell

Carrollton,TX

Summary

Dynamic team leader with a proven track record at Concentrix, enhancing productivity through strategic work organization and effective problem resolution. Skilled in team empowerment and performance enhancement, I foster a culture of continuous improvement, resulting in increased customer satisfaction and reduced turnover. Committed to guiding professional development and achieving measurable goals.

Professional leader prepared for this role. Proven ability to guide teams towards achieving objectives and enhancing productivity. Reliable and adaptable, fosters collaborative environment. Known for strategic planning and conflict resolution.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Team Leader

Concentrix
01.2022 - Current
  • Led team to execute operational strategies, enhancing overall productivity and workflow efficiency.
  • Mentored junior staff, fostering skill development and promoting a collaborative work environment.
  • Implemented process improvements, reducing operational bottlenecks and streamlining task execution.
  • Coordinated cross-functional projects, ensuring alignment with organizational goals and timelines.
  • Monitored team performance metrics to drive accountability and identify areas for enhancement.
  • Developed training programs to enhance staff competencies and improve service delivery standards.
  • Facilitated regular team meetings to discuss progress, address challenges, and celebrate achievements.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
  • Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
  • Facilitated culture of continuous improvement, encouraging feedback and innovative solutions from all team members.
  • Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
  • Enhanced team productivity by implementing efficient task delegation and regular performance evaluations.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Conducted regular reviews of operations and identified areas for improvement.

Call Center Supervisor

Concentrix
01.2013 - Current
  • Supervised daily operations, ensuring adherence to quality standards and service level agreements.
  • Trained and mentored team members, fostering a culture of continuous improvement and accountability.
  • Analyzed performance metrics to identify areas for operational enhancement and implement effective solutions.
  • Developed and maintained training programs to improve staff skills and customer service delivery.
  • Resolved escalated customer issues, leveraging problem-solving skills to enhance customer satisfaction rates.
  • Conducted regular performance evaluations, providing constructive feedback to drive individual and team growth.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Developed process controls and metrics for daily management of call center.
  • Enhanced team performance with consistent coaching, feedback, and development opportunities.
  • Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
  • Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
  • Reduced average handle time through the implementation of effective call handling techniques and scripts.
  • Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
  • Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
  • Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Designed customized performance evaluations for individual agents to highlight strengths as well as areas for improvement.
  • Ensured compliance with industry regulations and company policies through regular audits and ongoing agent education.
  • Created an inclusive work environment that embraced diversity while maintaining professionalism at all times.
  • Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
  • Fostered positive work environment, reducing staff turnover by focusing on team-building activities and open communication.
  • Assisted streamlining training modules for new hires, leading to significant reduction in onboarding time.

WAH Technical Inbound Gamechanger

Concentrix
01.2013 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Organized and detail-oriented with a strong work ethic.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Strengthened communication skills through regular interactions with others.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Learned and adapted quickly to new technology and software applications.
  • Proved successful working within tight deadlines and a fast-paced environment.

Skills

  • Collaborative teamwork
  • Effective problem resolution
  • Detail-oriented approach
  • Team empowerment
  • Team leadership
  • Team development
  • Strategic work organization
  • Guiding professional development
  • Documentation and reporting
  • Performance enhancement
  • Strategic issue resolution
  • Problem-solving skills
  • Measurable goal planning
  • Supervising everyday activities
  • Continuous improvement strategies
  • Proficient in conflict management

Accomplishments

  • Supervised team staff members (max 28-32 during Peak Season)
  • Achieved increase in both NPS and Agent Satisfaction by completing effective coaching's with accuracy and efficiency.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Certification


  • Evolve Certified Trainer Training - 2022

Interests

  • Tech enthusiast, passionate about exploring the latest advancements and innovations
  • Regularly practice mindfulness and meditation for overall wellness
  • Passionate about balancing physical health with mental and emotional wellness
  • I participate in low-impact exercises to strengthen core muscles
  • Yoga
  • I participate in various sports activities for physical activity, camaraderie, and personal growth
  • Dancing
  • Volunteering
  • Participating in fundraising events to support local charities, schools, or community projects
  • Environmental Conservation Projects
  • Community Cleanup
  • Offering time and support to shelters for the homeless, women, and animals
  • Avid Reader

Timeline

Team Leader

Concentrix
01.2022 - Current

Call Center Supervisor

Concentrix
01.2013 - Current

WAH Technical Inbound Gamechanger

Concentrix
01.2013 - Current

Similar Profiles

CREATE PROFILE