Kellisha Watson
Oakland Park,FL
Summary
Dedicated trainer/team lead motivated to maintain client satisfaction and contribute to company success. Reliable and driven with strong time management and prioritization abilities. Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Eagerness to bring over 5 plus years of leadership experience to HCA with a willingness to learn and acquire new skills as I grow with the company. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
20
20
years of professional experience
Work History
Nesting Team Lead
Nation Safe Drivers
08.2022 - Current
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Operate as a “cultivator” by positively motivating frontline team members, creating an inspiring team
environment and working closely with supervisors in managing team building activities - Coaches, trains and develops agents to improve quality, performance and productivity while following all department guidelines
- Create weekly, monthly, quarterly, and/or ad-hoc reports as requested by Center leadership to explain
metrics, area of focus, and how these metrics affect the overall customer experience - Managed schedules, accepted time off requests and found coverage for short shifts.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Supervisor
Teleperformance USA
05.2020 - 08.2022
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Conducted regular reviews of operations and identified areas for improvement.
- Supervisor team of 25 agents which included scheduling, monitoring, and reviewing work of team.
- Interprets and assists in developing policies and procedures in order to answer questions and resolve
problems.
Master Lead Facilitator
Teleperformance, Sprint Business Care
01.2018 - 05.2020
- Handle customer inquiries, complaints, billing questions and payment extension/service request
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Give accurate and appropriate information to troubleshoot issues involving connectivity and more.
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Maintained inclusive learning environment to enable students to gain maximum benefit from lessons.
- Directed, coordinated and evaluated activities of personnel and support staff engaged in administering academic departments or alumni organizations.
- Proven ability to learn quickly and adapt to new situations.
Fun Committee Representative
Teleperformance
01.2016 - 01.2017
- Help to plan and implement a monthly schedule of staff events in facility
- Develop rapport with employees for job satisfaction
- Assist in monthly and weekly activities scheduled throughout facility
- Assist in maintaining a monthly inventory and keeping track of items needed for scheduled events
- Prepared contracts and related documentation according to strict standards.
- Targeted accounts at senior and executive levels and secured funding for future initiatives.
ISM Billing and sales
Teleperformance
01.2016 - 01.2017
- Confer with customers by phone in order to provide information about products and services or to detail complaints
- Refer unresolved customer grievances to designated departments for further investigation.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
Technical Support Representative
Teleperformance
01.2012 - 01.2016
- Deliver service and support to end-users using operating automated call distribution phone software, via remote connection
- Interact with customers to provide and process information in response to inquiries, concerns and request about product and services
- Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Translated complex technical issues into digestible language for non-technical users.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Relief Manager
Public Storage
02.2011 - 01.2012
- Provides customer service
- Responsible for opening and closing property daily
- Responsible for daily rentals and vacates of units
- Handles all exchanges and returns for company
- Responsible for monthly merchandise reorders
- Make incident reports if anything goes wrong on property.
- Provided constructive feedback to workers, which improved morale and boosted efficiency.
- Maintained high corporate standards at all times by ensuring that employees followed all company processes and procedures.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Bridal Consultant
Naomi’s Bridal
01.2004 - 01.2011
- Offers excellent customer service
- Met with potentials clients and gave quotes on services and general wedding costs.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Used in-store system to locate inventory and place special orders for customers.
Education
Medical Assisting
City College
Fort Lauderdale, FLAssociate of Arts - Occupational Therapy Assistant
Keiser University
Fort Lauderdale, FL07.2016
Skills
- Excellent computer skills with knowledge of applications related to Microsoft Office
- Analytical and organizational skills
- Administer and maintain data entries on custom database
- Skilled and effortless hospitality
- Conflict resolution
- Ability to maintain great sense of composure while under pressure
- Adult learning theories
- Team Monitoring
- Team building and leadership skills
- Adobe
- Time management
- Outlook
- Citrix
- LMS
- Public Speaking
- Leadership training
- Develop SMART goals
- Computer proficiency
Timeline
Nesting Team Lead
Nation Safe Drivers
08.2022 - Current
Supervisor
Teleperformance USA
05.2020 - 08.2022
Master Lead Facilitator
Teleperformance, Sprint Business Care
01.2018 - 05.2020
Fun Committee Representative
Teleperformance
01.2016 - 01.2017
ISM Billing and sales
Teleperformance
01.2016 - 01.2017
Technical Support Representative
Teleperformance
01.2012 - 01.2016
Relief Manager
Public Storage
02.2011 - 01.2012
Bridal Consultant
Naomi’s Bridal
01.2004 - 01.2011
Medical Assisting
City College
Associate of Arts - Occupational Therapy Assistant
Keiser University
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