Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Harrison Siegmund

Leander,TX

Summary

Experienced Payment Operations Team Lead with expertise in quality assurance and customer support. Proficient in developing and executing quality strategies, procedures, and processes. Proven success in quality assurance and leadership positions. Skilled in building high-performing teams and inspiring staff to achieve goals, from front line agents to quality analysts and team leads.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Payment Operation Team Lead

Wise
05.2024 - Current
  • Lead a team of up to 12 Payment Operation specialists.
  • Mentored specialists to enhance skill development and performance outcomes.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coordinated project initiatives ensuring alignment with company objectives and deadlines.
  • Collaborated with stakeholders to drive innovation in service offerings and solutions..

Customer Support Team Lead

Wise
04.2022 - 05.2024
  • Managed a team consisting of up to 12 customer support agents.
  • Guided agents on current KPIs and career aspirations.
  • Delivered accurate responses to inquiries regarding supported product across team and organization.
  • Connected agents with relevant resources for issues outside direct support.
  • Engage with team leads and senior team leads to advance company initiatives.

Operations Manager

TaskUs
02.2021 - 04.2022
  • Led a team comprising up to 10 frontline Team Leads.
  • Facilitated seamless transfer of client changes to Team Leads.
  • Guided Team Leads to prepare for advanced roles.
  • Present business reviews to the client on a weekly and quarterly basis.
  • Worked with internal team to strategize training initiatives.

Quality Assurance Team Lead

TaskUs
10.2019 - 02.2021
  • Established DSAT review process to pinpoint key areas of customer dissatisfaction.
  • Designed coaching framework tailored for leadership teams to enhance coaching effectiveness.
  • Led a team of 18 quality assurance analysts.
  • Delivered actionable insights to operation managers to enhance Quality and Customer Satisfaction.
  • Guided Quality Analysts in reaching their career aspirations.

Quality Assurance Analyst

TaskUs
09.2018 - 10.2019
  • Reviewed quality of team members' communications across calls, chats, and emails.
  • Provided management team with analysis on dissatisfaction factors.
  • Guided team members to enhance quality scores.
  • Participated in weekly client calibrations to maintain quality accuracy.
  • Generated actionable insights to optimize high-quality opportunities.

Customer Experience Analyst

Telus International
04.2016 - 09.2018
  • Provided insightful feedback through weekly evaluation of customer interactions.
  • Conduct weekly meetings with team leads to review quality scores.
  • Implemented knowledge top-ups to keep agents informed about updates to policies and guidelines.
  • Conducted training sessions for new hires on quality guidelines.
  • Handled phone calls and chats to monitor top call drivers.

Education

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Richard Milburn Academy
Fort Worth, Texas
05.2010

Skills

  • Strong Ability to track data trends
  • Proficient in Google Sheets, Docs, and Slides
  • Strong ability to Critically Think
  • Collaborative Team Player
  • Solution Oriented
  • Communication Skills

Certification

Six Sigma Yellow Belt

Timeline

Payment Operation Team Lead

Wise
05.2024 - Current

Customer Support Team Lead

Wise
04.2022 - 05.2024

Operations Manager

TaskUs
02.2021 - 04.2022

Quality Assurance Team Lead

TaskUs
10.2019 - 02.2021

Quality Assurance Analyst

TaskUs
09.2018 - 10.2019

Customer Experience Analyst

Telus International
04.2016 - 09.2018

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Richard Milburn Academy

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