Summary
Overview
Work History
Education
Skills
Timeline
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Erin Serafin

Racine

Summary

Dynamic Team Lead at Broadspire with a proven track record in coaching and mentoring, enhancing team performance and customer satisfaction. Skilled in project management and conflict resolution, I successfully streamlined processes, resulting in improved efficiency and quality outcomes. Committed to fostering collaboration and continuous improvement in fast-paced environments.

Overview

12
12
years of professional experience

Work History

Team Lead

Broadspire, a Crawford
11.2017 - Current
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Coordinated resources effectively to meet project deadlines
  • Attend cross-departmental meetings to streamline project execution, fostering collaborative work environment.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Generated reports detailing findings and recommendations.

Quality Assurance Analyst

Broadspire, a Crawford
03.2015 - 11.2017
  • Mentored and coached team members on QA topics
  • Participated in regular meetings with cross-functional teams to discuss progress updates & communicate concerns or challenges.
  • Reported progress, test metrics and results to department supervisors
  • Maintained comprehensive knowledge of relevant standards, ensuring compliance.
  • Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Optimized user experience by conducting usability tests and providing actionable feedback to development team.
  • Kept scripts and test cases updated with current requirements.

Customer Service Representative

Broadspire, a Crawford
11.2013 - 03.2015
  • Managed high-stress situations effectively, maintaining professionalism
  • Resolved customer complaints with empathy
  • Handled escalated calls efficiently, finding satisfactory resolutions for customers.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of services and creating positive experiences.
  • Maintained up-to-date knowledge of service changes.
  • Responded proactively and positively to rapid change.

Education

High School Diploma -

Schaumburg High School
Schaumburg, IL

Associate Of Arts -

William Rainey Harper College
Palatine, IL

Skills

  • Attention to detail
  • Conflict resolution
  • Customer focus
  • Coaching and mentoring
  • Project management
  • Workflow management
  • Problem-solving
  • Quality improvement
  • Coaching
  • Documentation and reporting
  • Evaluating employee work
  • Multitasking
  • Active listening
  • Decision-making
  • Task prioritization

Timeline

Team Lead

Broadspire, a Crawford
11.2017 - Current

Quality Assurance Analyst

Broadspire, a Crawford
03.2015 - 11.2017

Customer Service Representative

Broadspire, a Crawford
11.2013 - 03.2015

High School Diploma -

Schaumburg High School

Associate Of Arts -

William Rainey Harper College

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Erin Serafin