Deja Echols
Melbourne,FL
Summary
Dynamic professional with a strong work ethic and proven adaptability, recognized for enhancing team performance at Moder. Skilled in effective communication and problem-solving, I excelled in coaching and mentoring, leading to improved customer satisfaction and team metrics. Committed to fostering collaboration and achieving excellence in fast-paced environments.
Overview
6
6
years of professional experience
Work History
Scheduler
Moder
04.2024 - Current
- Acted as first point of contact and set appointments for prospective clients.
- Acted as a reliable point of contact for clients, addressing concerns or questions about their appointments with professionalism and tact.
- Maintained a comprehensive understanding of company policies and procedures in order to effectively communicate them to clients during the scheduling process.
- Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
- Demonstrated adaptability by quickly learning new technologies and processes as they were introduced into the workplace environment.
- Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
- Made average of 1300 outbound and inbound calls per month.
Team Lead
Moder
10.2021 - 04.2024
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different stations to provide optimal coverage and meet production goals.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving professional relationships.
Team Lead
Sourcepoint
09.2019 - 10.2021
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
- Kept high average of performance evaluations.
Education
High School Diploma -
Northeast High School
Clarksville, TNNo Degree - Psychology
Austin Peay State University
Clarksville, TN06-2030
Skills
- Teamwork and collaboration
- Strong work ethic
- Attention to detail
- Effective multitasking
- Excellent communication
- Adaptability and flexibility
- Problem-solving aptitude
Timeline
Scheduler
Moder
04.2024 - Current
Team Lead
Moder
10.2021 - 04.2024
Team Lead
Sourcepoint
09.2019 - 10.2021
High School Diploma -
Northeast High School
No Degree - Psychology
Austin Peay State University