Courtney Ushewokunze
Plano
Summary
Dynamic leader with experience in team management and process improvement. Skilled in fostering a positive team culture while achieving performance goals and enhancing client satisfaction.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
V Shred
Plano
09.2024 - 08.2025
- Handled customer inquiries via chat and email using Gladly, focusing on training and nutrition plans.
- Responded to client inquiries regarding training and diet plans through Gladly's chat and email platforms.
- Provided troubleshooting support for users experiencing issues with app or website access to their profiles.
- Consistently maintained high performance metrics while meeting all service expectations.
- Created and managed client accounts using Laravel.
- Processed credit card payments and resolved billing issues.
- Investigated and resolved declined or recurring payment issues using Braintree.
- Conducted follow-up calls via Gladly to ensure client satisfaction, maintaining a professional and positive demeanor.
Member Support Supervisor
Peloton
Plano
01.2023 - 06.2024
- Facilitated regular team meetings to discuss goals, challenges, and updates.
- Monitored customer service levels to identify areas for improvement and develop plans to increase efficiency.
- Oversee day to day operations of Member Support Operations, assigning tasks to Associates, including optimal coverage and efficiency.
- Review QA evaluations and provide coaching feedback to team members.
- Collaborated with cross-functional teams to enhance support processes and efficiency.
- Interacted directly with customers via phone or email when necessary, resolving any queries they may have quickly.
- Developed and implemented new processes and procedures to improve workflow within the Support department.
- Fostered positive and inclusive team culture for member support.
Team Lead
Peloton
Plano
05.2021 - 01.2023
- Lead a team of 12 agents on achieving and exceeding goals
- Contributing to the development and facilitation of new hire training as well as assisting with onboarding.
- Counseled agents and followed their progress while recognizing and rewarding progress
- Support team's understanding of company initiatives as well as the team's performance against KPI's.
- Identified opportunities for process improvements, implementing changes when required.
- Established clear team goals aligned with company objectives, tracking progress regularly.
Training Assistant
Peloton
Plano
07.2020 - 05.2021
- Coordinated training sessions to enhance team skills and knowledge.
- Provided feedback on participant performance during training sessions.
- Analyzed survey results to identify areas needing improvement.
- Collaborated with other trainers to develop effective strategies for teaching.
- Maintained detailed records of attendance at each session.
- Used role-playing and lectures to present information in variety of instructional techniques and formats.
Agent Level II Hardware/Software Support
Peloton
Plano
11.2019 - 07.2020
- Analyzed workflows and procedures to recommend operational support tools and technologies.
- Provided technical support for hardware and software issues, troubleshooting any problems that arose.
- Assisted users with software applications, providing training and support.
- Collaborated with IT teams to implement new technologies and processes.
- Configured networks, routers, switches and other related equipment.
Assistant Manager
QUIKTRIP
Plano
06.2019 - 11.2019
- Managed inventory levels and conducted regular stock audits.
- Resolved customer concerns by providing prompt and effective solutions.
- Supervised daily operations including scheduling shifts, assigning duties.
- Coordinated vendor relationships to ensure timely supply deliveries and compliance.
Education
Psychology
Richland Community College
Dallas, TX 08.2017 - 12.2018
High School Diploma -
Sachse High School
Sachse, TX 08.2009 - 05.2012
Skills
- Time Management
- Effective Communication
- Problem Solving & Critical Thinking
- Leadership & People Management
- Willingness to Learn
- CRM Software
- Google Suites
- Microsoft Office
Timeline
Customer Service Representative
V Shred
09.2024 - 08.2025
Member Support Supervisor
Peloton
01.2023 - 06.2024
Team Lead
Peloton
05.2021 - 01.2023
Training Assistant
Peloton
07.2020 - 05.2021
Agent Level II Hardware/Software Support
Peloton
11.2019 - 07.2020
Assistant Manager
QUIKTRIP
06.2019 - 11.2019
Psychology
Richland Community College
08.2017 - 12.2018
High School Diploma -
Sachse High School
08.2009 - 05.2012