Denae Encina
Pueblo,CO
Summary
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. Motivated to solve any challenges thrown mt way.
Overview
12
12
years of professional experience
Work History
Team Lead I
Trane Technologies
11.2019 - Current
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Teacher's Assistant
Rmser Head Start
12.2018 - 11.2019
- Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
- Handed out classroom materials, like pencils, paper, and crayons.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Graded assignments and reported individual progress to teacher.
Inbound Call Center Representative
Convergys
01.2015 - 12.2018
- Enhanced customer satisfaction by addressing inquiries and resolving issues in a timely manner.
- Streamlined call center operations by implementing efficient processes and procedures.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Improved first-call resolution rates by effectively utilizing resources and available tools.
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
Morning Shift Manager
Sonics Drive In
02.2012 - 11.2014
- Improved team efficiency by implementing streamlined processes for morning shift operations.
- Enhanced customer satisfaction with a focus on timely service and consistent product quality.
- Reduced employee turnover by fostering a positive work environment and providing ongoing support to staff members.
- Increased sales during the morning shift through effective upselling techniques and promotional offerings.
Education
No Degree - General Studies
Pueblo Community College
Pueblo, COSkills
- Production Monitoring
- Schedule Management
- Trend Tracking
- Performance Monitoring
- Coaching and Mentoring
- Complaint Resolution
- Performance Improvement
- Operations Management
- Diversity and Inclusion
- Critical thinking
- Delegation skills
Timeline
Team Lead I
Trane Technologies
11.2019 - Current
Teacher's Assistant
Rmser Head Start
12.2018 - 11.2019
Inbound Call Center Representative
Convergys
01.2015 - 12.2018
Morning Shift Manager
Sonics Drive In
02.2012 - 11.2014
No Degree - General Studies
Pueblo Community College