H Michael Medugno

• I currently work on the American Express program
• As a CCP I was a top 5% performer while in this role
• After being a top 5% performer enabled me to take the next step and become a SME (Subject Matter Expert)
• After being promoted to a SME I helped out with the training and monitoring of agents coming through our program.
• After succeeding as a SME I was promoted to a Team Leader position and assigned to Transition/OJT Team lead responsibly for training and motivating the new agents coming through the program
• As Team lead I was eventually able to get a production team where i was recognized as the top team 19 out of 24 months.
• As a production team Leader I was also able to mentor several up and coming agents who were able to become leaders as well
• As a Team leader i was responsible for all of the coaching's and trainings of my team. I was required to maintain time keeping, as well as monitoring evaluating and up training of all team members. I was also involved in meetings with the client to ensure proper protocol's were being maintained.

Team lead duties

• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.

• I worked for the roadside assistance program as a long term temp for Ranstad staffing until the program was closed down
• Started as a CCP and was top 5%
• Then was promoted to Team leader.

• Delivered Boars Head products to multiple Publix locations