Danielle May
Greenville,NC
Summary
Proven leader with a track record of enhancing team performance and customer satisfaction at Johnson Controls. Expert in coaching and mentoring, with a knack for fostering high-quality standards and strategic problem-solving. Skilled in performance improvement and customer focus, achieving significant results without exceeding a numerical percentage.
Overview
19
19
years of professional experience
Work History
Team Lead
Johnson Controls
07.2022 - Current
- 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.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Worked different stations to provide optimal coverage and meet production goals.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
Team Lead
FedEx:Ground
09.2017 - 07.2022
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Nurtured long-term partnerships with clients by understanding their needs accurately, delivering projects on time, and providing exceptional customer support.
Call Center Representative
Spetrum
05.2005 - 08.2017
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Education
GED -
Pitt Community College
Winterville, NC12.2000
Skills
- Customer Focus
- Coaching and Mentoring
- Performance monitoring
- Performance Improvement
Timeline
Team Lead
Johnson Controls
07.2022 - Current
Team Lead
FedEx:Ground
09.2017 - 07.2022
Call Center Representative
Spetrum
05.2005 - 08.2017
GED -
Pitt Community College