Keisha Eleanor Palmer
Tampa,USA
Summary
Energetic and results-oriented Senior Team Leader with over 15 years of experience in customer service, 6+ years in team management/operations, and 3 years in recruitment and onboarding across various industries, including retail, call center, medical, and office administration. Expertise in onboarding, training, and motivating staff to high performance in dynamic environments. Skilled in liaising with diverse teams, managing recruitment processes, and driving process improvements. Excellent interpersonal skills with a proven track record of building and maintaining relationships with both internal and external stakeholders. Passionate about team engagement and improving operational efficiency while driving work culture. Adept in leading diverse teams, optimizing workflows, managing daily operations, and obsessed with exceptional customer experience. Known for fostering a positive work environment and meeting sales targets to achieve business goals.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Automotive Claims Adjuster
Progressive Insurance
Tampa, FL
07.2024 - Current
- Lead customer interactions by providing exceptional service throughout the auto claims process, addressing concerns and ensuring timely resolutions
- Analyze damages, estimate repair costs, and collaborate with repair facilities, providing accurate information for claims resolution
- Ensure compliance with company policies, regulatory standards, and maintain thorough documentation for all claims-related activities
- Build and maintain relationships with clients, ensuring continued satisfaction and retention
Senior Team Leader
Wipro Limited
Tampa, FL
02.2020 - 05.2024
- Led a high-performing team of 15-25 employees in a fast-paced call center/data processing environment, setting clear expectations and fostering a collaborative, high-energy team culture
- Managed team performance through coaching, conducting evaluations, and aligning goals with organizational objectives
- Specialized in recruitment, onboarding, training, and employee development for various Federal Student Loan clients.
- Facilitated internal and external recruitment initiatives, advising on staffing needs, conducting employee interviews, processing onboarding documentation, and managing candidate screening.
- facilitated new-hire orientation, federal-level background clearance processing, and employee benefits education.
- Designed and implemented training programs to support new hires and enhance team performance.
- Managed employee retention, attrition, and internal growth initiatives to foster a high-quality, customer-oriented workforce.
- Acted as the primary client-facing liaison, handling customer and client escalations, resolving issues, and driving customer retention through strategic collaboration initiatives
- Liaised with global HR, Facilities, IT & Network teams to ensure seamless operational delivery in an evolving work environment
- Provided mentorship and professional development, leading to the successful internal promotion of several team members.
- Chaired the Employee Engagement Committee, creating a balanced work culture resulting in enhanced productivity and employee satisfaction
- Examples include the coordination and hosting of the company’s local, live-streamed Black History Month Presentation
Office Manager
Nancy Horton DMD, One Source Dental
Tampa, FL
09.2018 - 02.2020
- Optimized scheduling of patient appointments, resulting in a significant increase in revenue that consistently exceeded monthly goals.
- Managed a complex calendar for the doctor and staff, coordinating meetings, training sessions, events, and travel arrangements.
- Served as the primary point of contact for patient communications, including handling inquiries, concerns, and grievances with professionalism.
- Created and managed detailed treatment plans, financial estimates, and patient financing options while ensuring clear communication of all procedures and costs.
- Oversaw the insurance verification process, pre-authorizations, and claim submissions to ensure timely reimbursements.
- Managed accounts receivable, including payment processing and collections, maintaining financial accuracy and adherence to office policies.
- Supervised the payroll processing for hourly staff, ensuring timely and accurate compensation.
- Produced comprehensive end-of-day, monthly, and year-end financial and operational reports for internal review and strategic planning.
- Delegated clerical and administrative tasks to office personnel to maintain efficient workflow and organization.
- Managed the ordering of office supplies and coordinated basic hardware and software maintenance and upgrades.
- Led recruitment efforts, including creating job postings, interviewing candidates, and managing the onboarding process for new hires.
- Administered employee performance reviews, training programs, and development initiatives, enhancing both team efficiency and patient satisfaction.
- Fostered strong communication between management, staff, and patients to ensure a seamless and efficient office experience.
Student Support Representative
Bisk Education
Tampa, FL
08.2017 - 09.2018
- Provided personalized support to students, guiding them through enrollment, financial aid processes, and program requirements
- Contributed to enrollment growth and retention by offering tailored solutions and ensuring clear communication throughout the student lifecycle
- Managed a prospective student database, proactively following up and maintaining relationships to increase engagement
Dental/Hygiene Assistant and Sterile Technician
Ferrara Dental
02.2014 - 08.2017
- Promoted from Sterilization Technician to Dental Assistant, gaining hands-on experience in patient care and dental procedures
- Coordinated inventory orders/ management and office budgeting, ensuring efficient operation and cost-effectiveness
- Led professional development initiatives to keep staff updated on best practices and technologies
Barista
Nordstrom Coffee Bar
Tampa, FL
08.2013 - 02.2014
- Delivered exceptional customer service in a high-traffic retail coffee bar, ensuring product quality and positive customer interactions
- Maintained inventory, prepared orders, and ensured cleanliness and organization of the work area to provide a seamless customer experience
Server / Hostess
Red Lobster / Jackson’s Bistro
Jacksonville, FL
01.2011 - 08.2013
- Provided excellent dining and guest services in fast-paced restaurant environments, ensuring customer satisfaction and repeat business
- Trained and mentored new staff members, enhancing service quality and improving team cohesion
Customer Service & Merchandise Representative
Sears
Tallahassee, FL
08.2008 - 11.2010
- Delivered outstanding customer service by assisting with product selection, inquiries, and purchases to create a positive shopping experience
- Managed merchandise displays, ensuring products were well-stocked, organized, and visually appealing to maximize sales
- Monitored inventory levels, restocked shelves, and performed regular inventory checks to ensure product availability
- Provided customer support during returns and exchanges, resolving issues and ensuring customer satisfaction
- Collaborated with team members to meet sales targets, improve customer experience, and maintain operational efficiency
Education
Bachelor of Arts - Psychology
St. Petersburg College
05-2026
Skills
- Leadership & People Management
- Operational Excellence
- Team Development & Training
- Customer Experience & Sales
- Process Improvement
- Recruitment & Onboarding
- Performance Metrics & Mentorship
- Problem Solving & Change Management
Certification
- Leadership Certification, Wipro, 2020
- Federal Clearance Facilitator, Wipro, 2022
- Florida State Licensed Auto Adjuster, 2024
Accomplishments
- Recognized for consistently exceeding performance goals and achieving high customer satisfaction ratings.
- Successfully trained and developed high-performing teams that delivered excellent service and met operational targets.
- Increased client retention rates by building strong relationships and proactively resolving issues.
Additional Information
Excellent interpersonal and communication skills, both in person and virtually., Proven track record of driving employee engagement and creating a motivating work environment., Skilled in conflict resolution, handling customer escalations, and ensuring quick resolution to enhance satisfaction.
Affiliations
- Music recording/performance
- Song-writing
- Theater/acting
References
References available upon request.
Timeline
Automotive Claims Adjuster
Progressive Insurance
07.2024 - Current
Senior Team Leader
Wipro Limited
02.2020 - 05.2024
Office Manager
Nancy Horton DMD, One Source Dental
09.2018 - 02.2020
Student Support Representative
Bisk Education
08.2017 - 09.2018
Dental/Hygiene Assistant and Sterile Technician
Ferrara Dental
02.2014 - 08.2017
Barista
Nordstrom Coffee Bar
08.2013 - 02.2014
Server / Hostess
Red Lobster / Jackson’s Bistro
01.2011 - 08.2013
Customer Service & Merchandise Representative
Sears
08.2008 - 11.2010
Bachelor of Arts - Psychology
St. Petersburg College
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