Donnisha VanHook
Woodstock,GA
Summary
Motivated Team Lead possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains, and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.
Overview
14
14
years of professional experience
Work History
Team Lead Customer Service/ Mortgage Counselor
Fidelity financial - LoanCare LLC
Woodstock, GA
09.2017 - 11.2024
- Answer user inquiries regarding computer software or hardware operation to resolve problems
- Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
- Identify customers’ needs and provide solutions and/or alternatives if cannot resolve during the first call, escalate unresolved problems immediately to management
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Developed strategies to increase team productivity and improve customer service levels.
- Monitored team performance against targets, taking corrective action where necessary.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Maintained accurate records of employee attendance and task completion times.
- Created detailed reports on team activities as requested by management.
- Collaborated with management team to implement new work procedures or policies.
- Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
- Offered training and support to keep team members motivated and working toward objectives.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Assigned projects and distributed tasks to team members as per area of expertise.
Team Leader
The Echelon Group
Patterson, CA
03.2015 - 06.2017
- Liaised with vendors to resolve issues with Internet phone and
- Coordinated and supervised customer service team in order to ensure quality service delivery.
- Developed strategies for improving customer satisfaction levels through process improvement initiatives.
- Processed credit card payments and counted back change and currency with accuracy rate.
- Supervised successful, well-supplied and highly organized establishment thanks to consistent oversight and regular cleanliness inspections.
- Managed daily operations, client relations and IT.
- Mentored newly hired staff in upselling techniques to improve sales.
- Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
- Responded to customer inquiries and delivered appropriate information after carefully researching issues.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Used Point of Sale register system to complete transactions.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Trained, managed and motivated employees to promote professional skill development.
Front Desk Manager
Hilton Garden Inn Hotel
San Francisco, California
01.2011 - 05.2015
- Greeted guests upon arrival and checked them in to their rooms.
- Managed reservations by answering calls, responding to emails and booking accommodations.
- Organized daily room assignments and ensured all necessary paperwork was completed accurately.
- Provided excellent customer service by addressing guest inquiries promptly and professionally.
- Supervised a team of 3 front desk agents ensuring tasks were completed efficiently and effectively.
- Monitored occupancy rates for each day as well as weekly and monthly trends to ensure maximum revenue was achieved.
- Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.
- Coordinated check-out processes including verifying room charges, collecting payment and issuing receipts.
- Developed systems for tracking customer preferences to improve customer satisfaction ratings.
- Generated reports on occupancy levels, revenue figures and customer feedback.
- Processed employee time sheets, payroll information and other administrative documents.
Education
Bachelor of Science -
University of Phoenix
Tempe, AZ03-2026
High School Diploma -
Bear Creek High
01.2010
Skills
- Work assignment delegation
- Performance monitoring
- Complaint resolution
- Employee engagement
- Coaching
- Mentoring
- Safety
- Daily workflow improvement
- SMART goals
- Team motivation
- Leadership
- Meeting facilitation
- Expectation setting
- Time management abilities
- Letter typing
Timeline
Team Lead Customer Service/ Mortgage Counselor
Fidelity financial - LoanCare LLC
09.2017 - 11.2024
Team Leader
The Echelon Group
03.2015 - 06.2017
Front Desk Manager
Hilton Garden Inn Hotel
01.2011 - 05.2015
Bachelor of Science -
University of Phoenix
High School Diploma -
Bear Creek High