Jessica Lanier
Maitland
Summary
Team Lead with proven expertise in communication, leadership, and team development. Skilled at motivating and guiding teams in fast-paced environments to consistently meet deadlines and performance goals. Proactive problem-solver with a focus on driving efficiency and fostering collaboration to achieve goals.
Overview
8
8
years of professional experience
Work History
Team Lead
IntouchCX
Altamonte Springs
03.2023 - Current
- Trained new team members by relaying information on company procedures.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition.
- Coached team members in techniques necessary to complete job tasks effectively.
- Analyze team members performance and productivity daily.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Implemented process improvements to streamline workflows and increase team productivity.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
Client Processing Associate
BNY Mellon Investment Management
Lake Mary
04.2022 - 02.2023
- Improved processing efficiency by streamlining workflows and implementing best practices.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved client escalations with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Team Lead
24-7 Intouch: L'Oreal
Altamonte Springs
10.2019 - 02.2021
- 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.
Quality Assurance Analyst
24-7 Intouch: L'Oreal
Altamonte Springs
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
01.2018 - 01.2019
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Acted professionally and patiently when addressing negative customer feedback.
- Met or exceeded service and quality standards every review period.
- Addressed and resolved customer product complaints empathetically and professionally.
Subject Matter Expert
24-7 Intouch: Express
Altamonte Springs
10.2017 - 01.2018
- Oversaw call center employees to ensure customer satisfaction goals were consistently met.
- Conducted performance reviews for Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
- Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
- Met or exceeded service and quality standards every review period.
- Defused volatile customer situations calmly and courteously.
Education
High School Diploma -
Edgewater High School
Orlando, FL5 2015
Cosmetology Certification -
Orange Technical College - Westside Campus
Winter Garden, FL3 2016
Skills
- Effective time management
- Detail-oriented
- Organizational skills
- Responsive to new challenges
- Strong ethical standards
- Effective conflict resolution
- Client communication
Timeline
Team Lead
IntouchCX
03.2023 - Current
Client Processing Associate
BNY Mellon Investment Management
04.2022 - 02.2023
Team Lead
24-7 Intouch: L'Oreal
10.2019 - 02.2021
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
High School Diploma -
Edgewater High School
Cosmetology Certification -
Orange Technical College - Westside Campus