Results-driven Team Lead with strong background in customer service. Experienced in coaching teams to enhance performance and delivering effective resolutions for escalated issues. Skilled in fostering collaboration to improve customer satisfaction and identifying training needs through thorough call documentation.
Overview
2026
2026
years of professional experience
Work History
Team Lead
TTEC
March 2024 - Current
Assisted CSRs by analyzing questions and providing accurate customer information.
Coached representatives on handling and processing procedures for improved performance.
Managed escalated customer calls, delivering excellent service and effective resolutions.
Documented calls for quality review, identifying training needs and improvement areas.
Fostered a collaborative team environment to enhance overall customer satisfaction.
Customer Service Representative
Conduent
January 2023 - March 2024
Managed incoming calls from multiple lines to address customer needs.
Provided effective solutions to enhance customer satisfaction.
Maintained professionalism and empathy during all customer interactions.
Documented customer interactions and resolved issues efficiently.
Collaborated with team members to improve service delivery.