JESSICA LANIER
Team Lead
Altamonte Springs,FL
Summary
Talented Team Lead with experience overseeing daily activities and monitoring employees. Excellent quality assurance, issue resolution and communication skills. Works efficiently in fast-paced environments, to meet deadlines. Proactive in addressing and resolving problems.
Overview
7
7
years of post-secondary education
5
5
years of professional experience
Work History
Team Lead
24-7 Intouch: L'Oreal
Altamonte Springs, FL
10.2019 - Current
- Supervise CSRs and CSR2s.
- Analyze call volume and average handle time to monitor CSR performance and productivity.
- Ensure that Client updates are distributed to CSR/CSR2s.
- Analyzed CSR KPI data and trends to provide accurate feedback via coaching sessions.
- Implemented compliance standards at the team level, ensuring adequate employee knowledge and expertise to meet standards.
- Manage various demands in fast-paced settings.
- Assist CSR's with questions quickly to maintain call center efficiency.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
Quality Assurance Analyst
24-7 Intouch: L'Oreal
Altamonte Springs, FL
01.2019 - 10.2019
- Monitor representative's quality of service to ensure proper protocol is followed across all channels.
- Lead internal and client calibration meetings.
- Research trends across the account based on contact data.
- Coach representatives on quality opportunities in real-time.
- Assess brand opportunities based on consumer feedback.
Beauty Adviser
24-7 Intouch: L'Oreal
Altamonte Springs, FL
01.2018 - 01.2019
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Maintained professionalism while de-escalating irate customers.
- Handled escalated customers, and situations efficiently.
- Record consumer complaints to escalate to management.
Subject Matter Expert
24-7 Intouch: Express
Altamonte Springs, FL
10.2017 - 01.2018
- Conducted performance reviews for Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
- Oversaw call center employees to ensure customer satisfaction goals were consistently met.
- Defused volatile customer situations calmly and courteously.
- Answering agent questions regarding best practices or difficult calls.
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
Call Center Representative
24-7 Intouch: Express
Altamonte Springs, FL
07.2017 - 10.2017
- Addressed and resolved customer product complaints professionally.
- Gathered and verified all required customer information for tracking purposes.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Met or exceeded service and quality standards every review period.
Beauty Consultant
Sally Beauty Holdings Inc.
Winter Park, FL
06.2016 - 01.2017
- Recommend, select, and help locate or obtain merchandise based on customer needs and desires.
- Analyze patrons' hair and other physical features to determine and recommend beauty treatment or suggest hair styles.
- Conduct orientation sessions and arrange on-the-job training for new hires.
- Answer questions regarding the store and its merchandise.
Teacher Assistant
Rosemond Preschool Academy
Orlando, FL
01.2016 - 08.2016
- Supervise students in classrooms, halls, cafeterias, school yards, and gymnasiums, or on field trips.
- Prepare lesson materials, bulletin board displays, exhibits, equipment, and demonstrations.
- Organize and label materials and display students' work in a manner appropriate for their eye levels and perceptual skills.
Education
Cosmetology Certification -
Westside Technical Institute
Winter Garden 08.2013 - 05.2016
High School Diploma -
Edgewater High School
Orlando, FL 08.2011 - 05.2015
Skills
Organization
Leadership
Client communication
Problem-solving skills
Calm disposition
Typing 40 wpm
Time Management
Integrity
Adaptability
Documentation and Reporting
Timeline
Team Lead
24-7 Intouch: L'Oreal
10.2019 - Current
Quality Assurance Analyst
24-7 Intouch: L'Oreal
01.2019 - 10.2019
Beauty Adviser
24-7 Intouch: L'Oreal
01.2018 - 01.2019
Subject Matter Expert
24-7 Intouch: Express
10.2017 - 01.2018
Call Center Representative
24-7 Intouch: Express
07.2017 - 10.2017
Beauty Consultant
Sally Beauty Holdings Inc.
06.2016 - 01.2017
Teacher Assistant
Rosemond Preschool Academy
01.2016 - 08.2016
Cosmetology Certification -
Westside Technical Institute
08.2013 - 05.2016
High School Diploma -
Edgewater High School
08.2011 - 05.2015