Edward G. Jimenez
Team Leader
Altamonte Springs,FL
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals, and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
2
2
Certificates
Work History
Team Leader
Sykes/Sitel
Deland, FL
09.2014 - Current
- Ensured agent performance met or exceeded company expectations; led highest performing team three months in a row in Customer satisfaction over 90%, and Agent proactively goals
- Coordinated with site leadership and agents to drive performance
- Developed a plan to take lowest performing agents to metric goals with weekly meetings and training
- Coached agents one-on-one to drive performance; as a result, had a high-performance team
- Team was able to exceed metric goals monthly
- Deliver corrective action while balancing a positive relationship with agents
- Running weekly and monthly spiffs to drive performance
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Led team of 15 members while providing exceptional customer service.
- Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty.
- Provided constructive criticism regarding quality assurance on collections team phone calls.
Guest Service Associate
RaceTrac
05.2014 - 10.2014
- Handle guest exercise
- Delivered superior customer service
- Ensured point of sale system was current
- Validated financial transactions and ensured 100% adherence to standards
- Displayed and stocked shelves
- Maintained 0% shrink by following procedure and attention to detail.
Education
Associate of Arts - Information Technology
Seminole State College of Florida
Sanford, FL 08.2015 - Current
Skills
Employee Evaluation
Certification
2015-Present
Timeline
Associate of Arts - Information Technology
Seminole State College of Florida
08.2015 - Current
Team Leader
Sykes/Sitel
09.2014 - Current
Guest Service Associate
RaceTrac
05.2014 - 10.2014
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