Chelsea Ciha
Cedar Rapids
Summary
Team-oriented professional prepared to take on leadership responsibilities with focus on driving results and fostering collaboration. Proven success in managing teams, overseeing project execution, and adapting to dynamic work environments. Known for reliability, flexibility, and strong organizational skills, ensuring seamless team operations and achievement of goals.
Overview
8
8
years of professional experience
Work History
Workforce Absence Team Lead
Sedgwick
Memphis, TN
08.2021 - 03.2026
- Mentored team members, fostering a culture of continuous improvement and collaboration.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Coached team members in techniques necessary to complete job tasks.
- Implemented process enhancements that improved workflow efficiency and reduced bottlenecks.
- Coordinated cross-functional communication to align project goals with organizational objectives.
Team Lead
Walmart
Coralville, IA
09.2018 - 08.2021
- Led customer service team, enhancing service quality and ensuring timely resolution of customer inquiries.
- Resolved escalated customer issues, applying problem-solving skills to maintain high satisfaction levels.
- Analyzed customer feedback data to drive process enhancements and improve overall service delivery.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Escalated issues to proper supervisors when standard processes were not effective.
- Took cash and credit card payments via phone, in person, and through email.
- Assisted management in hiring decisions by conducting interviews with prospective candidates and evaluating their suitability for the Customer Service Team Lead role effectively.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Coordinated shift schedules efficiently to ensure adequate coverage during peak hours without compromising service quality.
- Trained and supervised team of customer service representatives in providing quality service to customers.
Education
Certificate - CNA
Kirkwood Community College
Cedar Rapids, IA05-2010
High School Diploma -
Mount Vernon High School
Mount Vernon05-2005
Skills
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
- Performance monitoring
- Performance improvement
- Schedule management
- Employee evaluation
- Relationship building
- Employee training
- Task delegation
- Workflow management
- Problem-solving
- Work assignment delegation
- Teamwork and collaboration
- Team supervision
- Team motivation
- Goal setting
- Mentoring
- Giving constructive feedback
- Team building
Timeline
Workforce Absence Team Lead
Sedgwick
08.2021 - 03.2026
Team Lead
Walmart
09.2018 - 08.2021
Certificate - CNA
Kirkwood Community College
High School Diploma -
Mount Vernon High School