Eman Emam
Aubrey
Summary
Dynamic Team Lead with a proven track record at State Farm, excelling in coaching and mentoring to elevate team performance. Expert in KPI monitoring and customer communication, I developed a coaching system that enhanced quality scores and customer satisfaction. Adaptable and results-driven, I thrive in high-pressure environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Team Lead
State Farm Customer Service
06.2024 - Current
- Supervise 18 customer service reps in a high-volume call center, focusing on policyholder support and billing inquiries.
- Hand-selected as a Transitional Team Lead, overseeing agents during their 30–90-day post-training period to ensure they meet QA, productivity, and service standards.
- Developed a structured coaching and performance monitoring system to evaluate readiness for permanent team placement.
- Successfully led one of the top-performing teams on the floor, consistently ranking high in quality scores, compliance, and customer satisfaction.
- Provide real-time feedback, personalized development plans, and escalation support to improve individual and team outcomes.
- Lead daily huddles, facilitate knowledge sharing, and communicate updates from leadership to frontline staff.
- Monitored team performance metrics to identify areas for improvement.
Customer Service Representative
State Farm
08.2023 - 06.2024
- Handled inbound calls regarding billing, coverage questions, and policy changes.
- Delivered clear, accurate information to policyholders using a needs-based customer service approach.
- Resolved issues with effective communication and problem-solving skills.
Social Media Content Moderator
Genpact
Richardson
10.2021 - 03.2023
- Reviewed user-submitted content for guideline violations and ensured platform safety.
- Assessed feedback and adjusted moderation strategies, reducing flagged content by 20%.
- Worked collaboratively with internal teams to enhance moderation accuracy and user satisfaction.
Direct Support Supervisor
Denton State Supported Living Center
Denton
08.2016 - 10.2021
- Led daily operations for staff assisting individuals with intellectual and physical disabilities.
- Trained and coached new team members, improving staff retention and care quality.
- Communicated care updates and performance issues with cross-functional teams and families.
Shift Manager
McDonald's
Denton
06.2014 - 08.2016
- Supervised staff, maintained shift operations, and enforced customer service and safety standards.
Education
Some College - Nursing
Texas Woman’s University
Denton, TX01.2016
High School Diploma -
Skyline High School
Dallas, TX05.2014
Skills
- Team Leadership
- Coaching and Mentoring
- KPI Monitoring
- Customer Communication
- Conflict Resolution
- Call Center Operations
- Remote Team Management
- Adaptability
- Microsoft Office
- Time management
Certification
- Property & Casualty Insurance License – valid through July 2027
- Life & Health Insurance License – valid through July 2026
Timeline
Team Lead
State Farm Customer Service
06.2024 - Current
Customer Service Representative
State Farm
08.2023 - 06.2024
Social Media Content Moderator
Genpact
10.2021 - 03.2023
Direct Support Supervisor
Denton State Supported Living Center
08.2016 - 10.2021
Shift Manager
McDonald's
06.2014 - 08.2016
Some College - Nursing
Texas Woman’s University
High School Diploma -
Skyline High School
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