Summary
Overview
Work History
Skills
Interests
Timeline
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Constance Carlton

Pahrump,United States

Summary

Accomplished leader at Telus International, adept in team building and management, with a proven track record in process improvement and customer relations. Spearheaded initiatives that significantly enhanced team performance and engagement, achieving a 100% completion rate in employee satisfaction surveys. Skilled in payroll administration and conflict resolution, demonstrating exceptional adaptability and a results-driven approach.

Overview

9
9
years of professional experience

Work History

Team Leader

Telus International
10.2023 - 02.2025
  • Coaching : I would hold weekly coaching sessions with each team member, going over stats and progress , and following up in discussions as often as necessary.
  • Payroll Management : I would verify and process team members' payroll to ensure they get paid on time , and that their hours are accurate. If there are any discrepancies , I swiftly process corrections so that there is no delay in pay.
  • Feedback Sessions : In separate 1:1s , when they received feedback to do something differently or better, or when I had to put team members through corrective actions .
  • Event Planning : Helped with the engagement team and planned events to boost team member morale .
  • Team Management : Managed a mixed group of work-from-home and in-office team members.
  • Issue Escalation : Helped escalate issues for team members, either by individuals or by larger groups, for outages , and would set up bridge calls (IT sessions) to troubleshoot.
  • Technical Support : I would make sure that team members were always able to sign in , and I would assist them in credential resets or token reassignments if they lost their tokens or if the tokens were malfunctioning.
  • Process Improvement : I set up easy processes for team member reporting and communications to improve transparency , and to ensure team members were always able to have all issues answered.
  • Recruitment Assistance : Assisted the Talent Team Member with interviews to ensure that we were accepting applicants who aligned with our department the most and were the best fit, helping to reduce attrition .
  • Quality Assurance : I audited 5 calls per team member a month, totaling 75 QAs a month.
  • Compliance Management : I would watch and manage RTA , and set up systems to make client compliance easier, more beneficial, and with favorable processes that were easy for predecessors to learn.
  • Data Analysis : I assisted with WBR , pulling call and team member data to present long-term trends against the weekly progress of the team members.
  • Token Tracking : I created a new system for two-factor authentication for real-time token tracking to keep track of inventory for monthly client auditing, and I put it into practice successfully.
  • Training Coordination : I helped orchestrate the meetings and worked closely with Workforce Management to ensure that the required training for team members was completed in a quick and timely manner without negatively affecting headcount .
  • Employee Engagement : I assisted with the yearly team member company satisfaction survey to achieve a 100% completion rate , so that we can accurately gauge our team members' engagement and feelings about their responsibilities.
  • Process Adherence : I would witness conversations between other team leaders and team members to make sure that processes were being followed, and to ensure that I could write statements if anything from the conversations was reported. I would have other team leaders do the same for me.
  • Professional Development : I enjoyed helping team members grow, gain valuable developmental concepts , and set up environments for them to put the knowledge into practice, helping them prepare for promotions as they arise.

CSR/ RTA/ SME

Telus International
10.2022 - 10.2023
  • Software Utilization : I work with FedEx's FedEx Ship Manager software .
  • Compliance Monitoring : My responsibilities include watching compliance and acting as real-time analysis for two lines of business, CAFE and FXRS , and occasionally a third, Dotcom , when the team lead must step away.
  • Team Management : This responsibility required me to monitor the number of team members and ensure we have the correct number of representatives online , taking calls. If we have too many, I take them out of a ready state , and if we don't have enough, I send them back to take calls.
  • Break Coordination : For the FXRS campaign , I help the Team Members by telling them when they can take their breaks , so that we can uphold our compliance expectations with the client by not having too many Team Members in a non-ready state at the same time.
  • Subject Matter Expertise : I assisted team members with their calls as a subject matter expert (SME) , aiding them with their customers' concerns and providing resolutions and verbiage regarding escalations , known issues , or emerging issues .
  • Trend Reporting : I provide trending concerns to team leaders and senior representatives. Support should be investigated, resolutions promptly created , and information relayed to team members for utilization .
  • Customer Callback Support : I provide callbacks as a Subject Matter Expert when customers request to speak to a supervisor due to either satisfaction or dissatisfaction with their experience.
  • De-escalation Skills : I am able to de-escalate and assist customers who are upset, ensuring we reach an acceptable and suitable resolution to their concerns.
  • Professional Development : I work with my direct team leader to continue my professional growth and learn leadership duties and processes, such as team members' time cards and how to provide feedback to team members.
  • Weekend Support : On the weekend, I assist with taking calls to expand our department's hours of operation for better service to our valued customers.
  • Continuous Learning : This also keeps me current on team member experience , product knowledge , and processes , allowing me to provide excellent assistance as an SME during the week.

Customer Service Representative

Telus International
09.2019 - 02.2022
  • Software Assistance : I worked and provided assistance for the FedEx Ship Manager software .
  • Installation Support : Providing assistance with installing and registering software , communication resolution , software obstacles , and hardware troubleshooting .
  • Metrics Maintenance : Maintained metrics and expanded my knowledge of the software.
  • Customer Service Excellence : Provided excellent customer service and offered feedback to developers through the knowledge base to update processes that were out of date or new .
  • Adaptability : Adapted as the company went through tool changes , through growth , and excelled .

CSR/ SME

Telus International
10.2015 - 09.2019
  • Customer Assistance : I provided assistance to customers regarding various Google products , as my cross-training permitted, and I was an expert in them because of my personal product knowledge .
  • Troubleshooting Skills : I did hardware , Android OS , and application troubleshooting .
  • Proficiency : Proficient in Google Docs editors , Google business tools , G Suite , and Google Account Management .
  • Analytical Data : I provided analytical data for my supervisor to work out the logistics of how to improve our team's performance on a weekly basis.
  • Excellent Service : Provided excellent service to our customers while assisting my peers with any inquiries they had.
  • Feedback Training : I was trained to listen to NSATS (non-satisfied customers) calls and provide feedback to peer team members on what they could have done better and how to improve in the future.
  • Quality Assurance : I listened to calls that did not pass QA and provided information on why they were marked down and what they could do to get full marks next time.
  • Team Lead Support : Provided one-on-one support as acting Team Lead for a while, going over team members' questions and concerns, reviewing their weekly progress , and making action plans for what to work on next.
  • Cross-Training : I have been cross-trained for five different Google departments , being trained and handling many Google products simultaneously.
  • Metric Maintenance : Maintained excellent metric scores throughout employment.
  • Trend Analysis : Staying up to date on current news , analyzing trends , and implementing new processes at my leader's request.

Skills

  • Payroll administration
  • Team building and management
  • Training and Development
  • Communication
  • Analysis
  • Customer Service and Relations
  • Process Improvement
  • Conflict Resolution
  • Leadership and supervision
  • Problem Solving
  • Compliance and monitoring
  • Adaptability and flexibility
  • Organizational skills
  • Self-management
  • Decision-Making and Delegation
  • Detail Orientation
  • Results-driven
  • Positive attitude
  • Multitasking Abilities
  • Proficiency
  • Event Planning

Interests

I have a wide range of interest mostly centered around my children I love to learn and to teach with everything I learn it leaves me with more questions and new things explore and expand my mind I enjoy playing games I love watching movies and reading books

Timeline

Team Leader

Telus International
10.2023 - 02.2025

CSR/ RTA/ SME

Telus International
10.2022 - 10.2023

Customer Service Representative

Telus International
09.2019 - 02.2022

CSR/ SME

Telus International
10.2015 - 09.2019

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Constance Carlton