Kiera Watts
Statesville,NC
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Team Leader
Vdart Inc
11.2021 - Current
- As a Team Leader, I currently manage a team of 18 virtual agents who are responsible for servicing the residents of Massachusetts with their healthcare needs.
- I am responsible for making sure agents are adhering to their assigned schedules are properly trained and up to date on process knowledge.
- Conducting weekly meetings, huddles and coaching's with my agents to ensure they are properly assisted so that they can perform their jobs to the best of their abilities.
- I also have to ensure agents are properly assisted when it comes to troubleshooting technical errors they may receive with all systems they work in, including their personal cell phones.
- Supervised team members to confirm compliance with set procedures and quality requirements.
CONTACT CENTER AGENT
LOWES CORPORATE
04.2015 - 05.2017
- More than 2 years experience in an office setting
- Managed a high-volume workload within a deadline-driven environment
- Attentively listening to and accurately documenting customers requests in the appropriate forms
- Proficient in Microsoft Office applications
- Capable of typing over 40 words per minute
- Promptly responded to general inquiries from management and customers via telephone and email
- Self-organized, initiator, independent worker, with the ability to multi-task and prioritize
- Proficient in using multiple computer screens while handling multiple phone lines
- Maintained and managed customer files and databases.
DIRECT SUPPORT ASSOCIATE-HOUSE ASSISTANT
RHA HEALTH SERVICES
07.2010 - 04.2015
- More than 4 years experience in a group home setting
- Documented client progress meticulously, ensuring accurate records were maintained for future reference and continuous improvement of care plans.
- Assisted Group Home Manager with creating a working schedule for the group home on all shifts
- In charge of covering all call outs
- In charge of leading yearly state surveys for the group home
- Proficient in assisting individuals with intellectual disabilities in their every day lives
- Complied with HIPAA standards in all individual documentation and interactions
- Managed individuals medications throughout the day
- Managed each individual's behavioral plan
- Kept clients engaged in social networks and communities for personal health and growth.
Education
Bachelor of Science in Computer Science - Computer And Information Sciences
Southern New Hampshire University
Manchester, NH05.2026
Skills
- Multi-line Phone Systems
- Medical Office Experience
- Office Administration
- Sales management
- CRM software
- Organizational skills
- Customer support
- Team Supervision
Certification
- Leadership Certification - 2023 to Present.
- First Aid certification & CPR Certification - 2010 to Present.
Additional Information
References Are Available Upon Request
Personal Information
Currently, I set aside time to volunteer home health services in my community, on a weekly basis.
Timeline
Team Leader
Vdart Inc
11.2021 - Current
CONTACT CENTER AGENT
LOWES CORPORATE
04.2015 - 05.2017
DIRECT SUPPORT ASSOCIATE-HOUSE ASSISTANT
RHA HEALTH SERVICES
07.2010 - 04.2015
Bachelor of Science in Computer Science - Computer And Information Sciences
Southern New Hampshire University
Similar Profiles
Kiera WattsKiera Watts
Team Leader at Vdart IncTeam Leader at Vdart Inc
Velori SeayVelori Seay
Claims Representative at VDART INCClaims Representative at VDART INC
Jurald ThomasJurald Thomas
Escalation Manager at Accenture (Vdart)Escalation Manager at Accenture (Vdart)