LaDajah Lee
Manteno,IL
Summary
Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality. Eager to leverage experience and skills to contribute positively in a customer service role within a dynamic organization.
Overview
4
4
years of professional experience
Work History
Team Leader
Walmart
Bourbonnais, IL
08.2020 - Current
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Trained new customer service representatives on company policies and procedures.
- Maintained accurate records of customer interactions for future reference.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Monitored phone calls to promote better service and provide feedback.
Education
High School Diploma -
Joliet Central Highschool
Joliet, IL05-2021
Kankakee Community College
Kankakee, ILSkills
- Exceptional verbal and written communication
- Strong problem-solving and conflict resolution abilities
- Proficient in managing customer inquiries and resolving issues
- Ability to work efficiently in fast-paced environments
- Time management and organizational skills
- Proficient in Microsoft Office Suite(Word, Excel, PowerPoint)
- Team collaboration and interpersonal skills
Timeline
Team Leader
Walmart
08.2020 - Current
High School Diploma -
Joliet Central Highschool
Kankakee Community College
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