Holly J. Schwartz
Williamsport,MD
Summary
Motivated Team Lead possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains, and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.
Overview
23
23
years of professional experience
Work History
Team Lead
FiServ
Hagerstown, MD
10.2016 - Current
- Company Overview: formerly FirstData
- Serve as back up for department supervisor in their absence to guide department staff in completion of required tasks
- Provide daily procedural and operational guidance to department staff
- Monitor volume of incoming phone calls and emails from individuals and corporations to ensure timely response and resolution to comply with company standards
- Determine which customer inquiries or situations require higher level resolution and refer to the appropriate department
- Monitor outstanding inquiries and tasks assigned to department staff and reassign as needed for completion of priority and required daily duties
- Assist customers over the phone or by email to answer questions or resolve payment issues and disputes
- Enter State tax payment data for individuals and corporations into online administrative system
- Create spreadsheets and enter data to produce reports for management review
- Create online training guides for new employees in person, and train current department staff on updated procedures
- Formerly FirstData
- Mentored junior staff to improve skills and ensure knowledge transfer within the team.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Trained new staff in relevant processes and procedures.
- Delegated daily tasks to team members to optimize group productivity.
- Delegated tasks appropriately according to individual skill sets.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Monitored team progress and enforced deadlines.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Motivated staff through positive reinforcement techniques.
- Ensured compliance with company policies and procedures throughout the team.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Collaborated with management team to implement new work procedures or policies.
- Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
- Ensured compliance with industry standards and regulations.
- Offered training and support to keep team members motivated and working toward objectives.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Reviewed completed work to verify consistency, quality, and conformance.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Maintained open lines of communication with senior management, reporting team progress and challenges.
- Oversaw training and development programs to enhance team skills and knowledge.
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Evaluated needs of departments and delegated tasks to optimize overall production.
Store clerk
Fastenal
Frederick, Maryland
01.2015 - 08.2016
- Assisted store customers in-person and over the phone with product selection and order fulfillment, completed cash and credit transactions at the sales counter, restocked small hardware supplies
- Assisted customers with product inquiries and selections.
- Maintained organized merchandise displays and stock levels.
- Processed sales transactions accurately and efficiently.
- Operated inventory management systems for tracking stock.
- Collaborated with team members to improve store layout and functionality.
- Handled returns and exchanges following company policies.
- Ensured cleanliness and safety standards were upheld throughout the store.
- Provided excellent customer service by greeting customers, responding to questions, and offering assistance with locating items.
- Organized store shelves according to product type and size.
- Stocked shelves with incoming shipments of products from vendors or suppliers.
- Operated cash register in accordance with company policies and procedures.
- Received deliveries, scanned packages, and updated orders in internal database.
- Inventoried merchandise on a regular basis to ensure accuracy of stock levels.
- Stored items in orderly and accessible manner in warehouse tool rooms, supply rooms, or other areas.
- Processed customer payments accurately and efficiently.
- Followed safety protocols when lifting heavy objects or operating machinery within the store environment.
- Examined packages and goods for damage and notified vendors of replacement needs.
- Interacted with many customers daily.
- Prioritized and resolved concerns such as pricing problems, damaged products, and special order requests.
- Resolved customer complaints in a timely manner to maintain positive relationships with shoppers.
- Identified defective, incorrect, or missing merchandise and promptly reported to supervisor.
- Located items for customers and helped complete purchases by processing payments with system.
- Kept work area clean and organized at all times.
- Processed sales transactions and handled cash and credit card payments.
- Assisted customers in locating products and provided recommendations based on needs.
- Managed inventory, restocked shelves, and ensured product availability for customers.
- Maintained a clean and organized store environment, ensuring a pleasant shopping experience.
- Handled returns and exchanges in accordance with store policies.
- Greeted customers to determine wants or needs.
- Answered store and merchandise questions and led customers to wanted items.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Recommended, selected and located merchandise based on customer desires.
- Computed purchases and received and processed cash or credit payment.
- Placed special orders or called other stores to find desired items.
- Bagged or packaged purchases and wrapped gifts.
Stay at home parent
01.2011 - 01.2015
Senior CSR/Head Teller
Susquehanna Bank
01.2003 - 01.2011
- Company Overview: formerly F&M Bank
- Opened and closed the branch according to company security standards
- Accessed the bank vault to retrieve/return teller cash drawers at opening and closing and to replenish as needed during the business day
- Verified the accuracy of teller cash drawers at opening and closing using teller transaction reports, and resolved cash and transaction disputes or discrepancies
- Ordered cash from the main office to ensure appropriate supply based on established bank standards
- Replenished the cash supply in the branch ATM
- Provided operational guidance to teller line staff
- Assisted customers in person and conducted teller transactions such as deposits, withdrawals, loan payments and check issuances
- Assisted customers over the phone regarding accounts or bank products
- Formerly F&M Bank
Education
General Studies -
Hagerstown Community College
HagerstownHigh School Diploma -
North Hagerstown High School
HagerstownSkills
- Team leadership
- Customer service
- Conflict resolution
- Data analysis
- Operational guidance
- Inventory management
- Quality assurance
- Communication skills
- Motivation techniques
- Time management
- Performance tracking
- Goal setting
- Policy compliance
- Workflow management
- Relationship building
- Schedule management
- Complaint resolution
- Task delegation
- Customer focus
- Production monitoring
- Quality control
- Loss prevention
- Coaching and mentoring
- Employee training
- Client communication
- Meeting facilitation
- People management
- Client service
- Team motivation
- Staff education and training
- Cash handling
- Problem-solving
- Call center operations
- Leading team meetings
- Safety
- Staff training
Position Applied For
Sales Coordinator
Timeline
Team Lead
FiServ
10.2016 - Current
Store clerk
Fastenal
01.2015 - 08.2016
Stay at home parent
01.2011 - 01.2015
Senior CSR/Head Teller
Susquehanna Bank
01.2003 - 01.2011
General Studies -
Hagerstown Community College
High School Diploma -
North Hagerstown High School