Summary
Overview
Work History
Education
Skills
Accomplishments
HERO Award 2022 and 2023
Timeline
Generic

Dalys Kezar

Portland

Summary

Dynamic Support Team Lead at Granbury Solutions with a proven track record in optimizing workflows and enhancing customer service. Skilled in team management and technical troubleshooting, I successfully reduced response times and improved client satisfaction through strategic planning and effective communication. Committed to fostering collaboration and driving operational excellence.

Overview

22
22
years of professional experience

Work History

Support Team Lead

Granbury Solutions
08.2007 - 01.2025
  • Reduced response times for client inquiries by optimizing team workflows and communication channels.
  • Spearheaded the adoption of new technologies and tools to optimize support operations, increasing efficiency, and reducing response times.
  • Managed workload distribution effectively, ensuring timely resolution of tickets while maintaining a balanced workload for all team members.
  • Collaborated with cross-functional teams to address systemic issues affecting overall customer experience.

Customer Service Representative

Encompass Teleservices
05.2003 - 08.2007
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Education

High School Diploma -

Century Highschool
Hillsboro, OR
06-1999

Skills

  • Team management
  • Coaching and mentoring
  • Customer service
  • Network troubleshooting
  • Point of Sale (POS) Systems
  • Strategic Planning
  • Public Speaking
  • Business analysis
  • Remote support
  • Ticket management
  • Data entry
  • Technical troubleshooting

Accomplishments

  • Supervised team of 5-6 staff members.
  • 55 five star reviews in the past year
  • End Of year Reviews were always "Exceeding Expectations."

HERO Award 2022 and 2023

Award given in recognition for outstanding Service. 

Timeline

Support Team Lead

Granbury Solutions
08.2007 - 01.2025

Customer Service Representative

Encompass Teleservices
05.2003 - 08.2007

High School Diploma -

Century Highschool

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Dalys Kezar