Jason Schmidt
Lakewood,WA
Summary
Knowledgeable and dedicated customer service Team Lead with 25 years experience in Call Center operations. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Proficient in all Microsoft Office programs as well as many different computer programs applications. (i.e – Salesforce, Humanify, SharePointe, Empower, Google Apps, IEX, Kronos, Avaya, and many others).
Overview
10
10
years of professional experience
Work History
Team Lead
Tele-Tech (TTEC)
03.2020 - Current
- Implements and respects the core values of TTEC, with continued and ongoing support for a global bank in their Claims Processing, Fraud Investigation, & Back Office Departments.
- Established and monitored performance goals, driving productivity, resulting in a 5-10% improvement in key metrics month over month, along with increasing team morale.
- Successful at identifying behaviors, by providing coaching, feedback, and skill development opportunities using SMART Action Plans to improve and ensure achievement of key metrics.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives, resulting in a 10-12% increase in Customer Satisfaction.
- Achieved over 90% scores for a confidential employee engagement Pulse Survey resulting in a Top 5 ranking every quarter.
- Certified completion of Team Lead 101 & Team Lead 201 through TTEC Talent.
Team Lead
Transcom Worldwide
12.2016 - 09.2019
- Successfully provides direction, inspires, manages, mentors and motivates a team of work at home customer service representatives, to ensure consistent achievement of key performance team & campaign metrics.
- Consistently increased QA, reduced AHT, and improved Customer Satisfaction for my team by 5-10% month over month.
- Communicates all information to the Business Managers, and team on time, accurately, effectively, and clearly.
- Successful at identifying behaviors, using SMART Action Plans to improve and ensure achievement of key metrics.
- Communicates all information to the Business Managers, and team on time, accurately, effectively, and clearly.
- Certified Salesforce Training
Coach / Operations Supervisor
SITEL Worldwide
11.2013 - 12.2016
- Provides direction, inspires, manages, mentors and motivates a team of 30-40 customer service representatives, while responsible for managing the day to day operations of a campaign of over 1200 agents.
- Successful at identifying behaviors, using SMART Action Plans to improve and ensure achievement of metrics resulting in a 10-15% increase of KPI's month over month.
- Encouraged everyone to cultivate strong work ethic by demonstrating diligence, patience, and respect for others.
- Mentored assistant coaches to develop their leadership skills and improve their understanding of coaching strategies.
- Utilized positive communication to encourage team and promote integrity and respect.
- 4x’s Director’s All Star, 100% Completion of Learning Plan at Sitel University.
Education
Associate of Arts - Business Administration
Community College of Southern Nevada
Las Vegas, Nevada07.2001
Skills
- Multitasking and Prioritization
- Verbal and Written Communication
- Professionalism and Strong work ethic
- Coaching & Mentoring
- SMART Goals
- Performance Improvement
- Efficiency and Time Management
- Self-Motivated
- Problem-Solving
- Efficient and Detail-Oriented
- Team Collaboration & Motivation
- Schedule Management
- Customer & Client Satisfaction
- Conflict Resolution
- Soft Skills Training
- Interpersonal Skills
- Service Level Agreements
Timeline
Team Lead
Tele-Tech (TTEC)
03.2020 - Current
Team Lead
Transcom Worldwide
12.2016 - 09.2019
Coach / Operations Supervisor
SITEL Worldwide
11.2013 - 12.2016
Associate of Arts - Business Administration
Community College of Southern Nevada
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