Summary
Overview
Work History
Education
Skills
Timeline
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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

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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

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JESSICA LANIERTeam Lead