Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
Generic

Cecelia Harker

Dayton

Summary

Dynamic Team Lead at Road Runner Sports with a proven track record in staff training and performance improvement. Expert in issue resolution and fostering teamwork, I empowered employees to enhance customer satisfaction and loyalty. Recognized for exceptional coaching skills, I consistently drove operational excellence and motivated teams to achieve organizational goals.

Overview

9
9
years of professional experience

Work History

Team Lead

Road Runner Sports
06.2020 - Current
  • Trained employees on daily tasks and coached them to improve performance.
  • Assigned tasks to employees, and supervised activities to meet operational needs, and boost customer satisfaction.
  • Led the team by answering questions and solving complex problems daily.
  • Communicated with customers to assist and promote outstanding experiences.
  • Led and managed employees in partnership with other company leaders.
  • Addressed operational issues, and determined changes to drive improvements.
  • Measured performance and directed operations to drive continuous improvements.
  • Delegated daily tasks to team members to optimize group productivity.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Promoted to a leadership position in recognition of a strong work ethic, and provided exceptional customer service.
  • Motivated and empowered team members to build customer satisfaction and loyalty, to support retention and growth.
  • Conferred with other supervisors to coordinate operations and activities within or between departments.
  • Offered training and support to keep team members motivated and working toward objectives.
  • Fostered positive employee relationships through communication, training, and development coaching.
  • Assigned projects and distributed tasks to team members as per their areas of expertise.
  • Completed cross-training with HR for onboarding new team members.
  • Utilized problem-solving skills to assist with IT issues and team members' technical problems.

Customer Service Representative

EmployBridge
02.2016 - 11.2019
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Developed strong customer relationships to encourage repeat business.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Set up and activated customer accounts.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Made outbound calls to obtain account information.
  • Improved customer service wait times to mitigate complaints.
  • Mentored new employees on procedures and policies to maximize team performance.

Education

Some College (No Degree) - General Studies

Ivy Tech Community College of Indiana
Bloomington, IN

Skills

  • Staff training
  • Overseeing daily activities
  • Shift scheduling
  • Evaluating employee work
  • Issue resolution
  • Documentation and reporting
  • Problem solving
  • Giving constructive feedback
  • Attention to detail
  • Goal setting
  • Teamwork and collaboration
  • Verbal and written communication
  • Coaching and mentoring
  • Staff supervision
  • Team collaboration and leadership
  • Call center operations
  • Leading team meetings

Accomplishments

  • Recognized as Employee of the Quarter multiple times, twice consecutively, for outstanding performance and team contributions.
  • Promoted from sales agent to LOD, in less than 12-months. Promoted to Lead LOD 12 months into my LOD role.
  • Trained in onboarding new team members and submitting sensitive information and documents.
  • Knowledgeable in system upgrades and testing. Experienced in rolling out multiple new systems within the company.

Timeline

Team Lead

Road Runner Sports
06.2020 - Current

Customer Service Representative

EmployBridge
02.2016 - 11.2019

Some College (No Degree) - General Studies

Ivy Tech Community College of Indiana

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