Dorothy Herron
Farmington Hills,MI
Overview
14
14
years of professional experience
Work History
Team Leader-Supervisor
Teleperformance
Warren, Michigan
02.2020 - 12.2023
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching metric goals.
- Maintained compliance with company policies, objectives, and communication goals.
- Oversaw team of up to 15 Customer Service Advisors assisting customers.
- Communicated KPIs to inform team of expectations and deliverables.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
- Supervised team members to confirm compliance with set procedures and quality requirements
Team Leader
Concentrix
Warren, MI
07.2018 - 02.2020
- Oversaw team of up to 15 Customer Service Advisors.
- Implemented new working processes which delivered continued improvements.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching metric goals.
- Oversaw day-to-day processing of payroll for up to and including review of time-sheets.
- Supervised team members to confirm compliance with set procedures and quality requirements.
Customer Service Advisor
Concentrix
Warren, MI
06.2014 - 07.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Exhibited high energy and professionalism when dealing with customer.
- Responded to customer requests for products, services, and company information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
United States Army Soldier
Department Of Defense
10.2009 - 10.2019
- Responded to emergencies with speed, efficiency and knowledgeable assistance.
- Patrolled designated coverage areas and evaluated terrain for defensive use.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Supervised high-value equipment, maintaining zero loss record over.
- Produced reports on equipment status, incidences, personnel readiness and intelligence for superiors on daily basis.
Education
Associate of Science - Nursing
Wayne County Community College District
Detroit, MI06.2010
Skills
- Team oversight
- Complaint resolution
- Goal-oriented
- Quick learner
- Active listening skills
- Detail-oriented
- Computer literate
- Motivated team player
- Reporting and documentation
- Conflict resolution
Timeline
Team Leader-Supervisor
Teleperformance
02.2020 - 12.2023
Team Leader
Concentrix
07.2018 - 02.2020
Customer Service Advisor
Concentrix
06.2014 - 07.2018
United States Army Soldier
Department Of Defense
10.2009 - 10.2019
Associate of Science - Nursing
Wayne County Community College District