LaShawn Speller
Greenville,NC
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 6 years of extensive leadership experience and over 10 years in the Customer Service industry. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Team Manager
Kelly Services Global
03.2018 - Current
- Coordinated team collaboration to share ideas and build best practices.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation by 25-30%.
- Led employee relations through effective communication, coaching, training, and development.
- Delivered weekly team meetings for aligned work towards common goals.
- Established and maintained performance, quality and service standards for professional customer care resulting in 50% increase in customer satisfaction ratings.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs
Customer Service Representative Specialist
Kelly Services Global
01.2017 - 03.2018
- Offered advice and assistance to customers, paying attention to special needs or wants via phone, chat, and email.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Tracked customer service cases and updated service software with customer information.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates by 20%.
- Trained new personnel regarding company operations, policies and services.
- Responded to customer requests for products, services, and company information
Customer Service Agent
Convergys
08.2012 - 12.2016
- Managed over 40-50 customer calls every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls, chats, and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously resulting in increased efficiency by 60%.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Communicated with clients regarding account services, statements, and balances.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Adapted to new applications and maintained knowledge of current technologies.
Education
MBA - Human Resources Management
Liberty University
Lynchburg, VA05.2018
Master of Science - Business Administration And Management
Elizabeth City State University
Elizabeth City, NC05.2012
Skills
- Microsoft Office Suite ( Excel, Word, Powerpoint, Teams, Outlook)
- Apple Consumer and Professional Suites
- Process Improvement Initiatives
- Employee Coaching and Mentoring
- Performance Tracking and Evaluations
- Quality Assurance
- Critical Thinking
- Knowledge Based research
- Collaborate Cross-Functionally
Certification
- Certified and Commissioned Electronic Notary Public - March 2022
Timeline
Team Manager
Kelly Services Global
03.2018 - Current
Customer Service Representative Specialist
Kelly Services Global
01.2017 - 03.2018
Customer Service Agent
Convergys
08.2012 - 12.2016
MBA - Human Resources Management
Liberty University
Master of Science - Business Administration And Management
Elizabeth City State University
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