Genia Hollins
Redford,MI
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offer 10+ years of extensive leadership experience in client services and finance. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
9
9
years of professional experience
Work History
Team Leader Manager
Rocket Mortgage
08.2014 - Current
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
- Implemented training programs to maximise team member development and potential.
Education
Bachelor of Science - Cellular Biology
Eastern Michigan University
Ypsilanti, MI01.2011
Skills
- Employee Performance Reviews
- Quality Assurance Training
- Training Initiatives
- Production Streamlining
- Continuous Improvement Projects
- Operational Efficiency
- Managing Production Teams
- Team Management Understanding
- Timelines and Milestones
- Customer Accounts Management
- Situational Awareness
- Professional Relationships
Accomplishments
- Used Microsoft Excel to develop team member quality tracking spreadsheets.
- Collaborated with team of multiple leaders in the development of Objective and Key results to drive production and increase client satisfaction.
- Achieved 30% increase in client net promoter score by implementing a branding strategy with accuracy and efficiency.
Timeline
Team Leader Manager
Rocket Mortgage
08.2014 - Current
Bachelor of Science - Cellular Biology
Eastern Michigan University
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