Summary
Overview
Work History
Education
Skills
Timeline
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Laura Machesky

Uniontown,PA

Summary

Organized team leader builds positive rapport, inspires trust and guides teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.

Overview

16
16
years of professional experience

Work History

Team Lead, Sales Service Delivery

TTEC
01.2018 - Current
  • Manage Team of 20 to drive metric results on both on site and remote team environment
  • Coached team members in customer service/sales techniques, providing feedback and encouraging them to reach their highest sales potential
  • Process Retail Purchase Orders and handle Retail escalations
  • Maintain positive work environment through various transitions and changes
  • Take escalated situations and redirect to a positive customer experience
  • Monitor abandonment and take calls as needed to comply with service level
  • Monitoring daily cases and leads to ensure they are completed daily
  • Manage compliance for marketing and training
  • Assist agents with questions, claiming vouchers, emails
  • Established open and professional relationships with team members which helped resolve issues and conflicts quickly
  • Point of Contact for Manager
  • Day to Day client reporting
  • Day to Day operational calls with client
  • Implemented shipping plan during Covid for Bank of America Equipment for all new hires, terminated employees, replacement equipment and Leave of Absence
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.

Team Lead, Service Delivery

TTEC
01.2009 - 01.2018
  • Manager contact through end of project transition
  • Coordinate with Client on multiple daily meetings to ensure all deadlines were met
  • Coordinate with Fraud Team to make sure all compliance standards were met
  • Set up weekly calls for sales and fraud for call listening standards
  • Managed day to day operations with focus on reliability, service level and abandonment
  • Created new processes and systems for increasing customer service satisfaction
  • Cross-trained and provided back-up for other customer service representatives when needed
  • Day to Day client reporting
  • Managed quality communication, customer support and product representation for each client
  • Worked under strict deadlines and responded to service requests and emergency call-outs
  • Resolved product/policy issues and shared benefits of new technology
  • Assisted customers with product complaints

Education

High School Diploma -

Uniontown Area High School
Uniontown, PA

Skills

  • Attention to detail
  • Conflict resolution
  • Customer focus
  • Coaching and mentoring

Timeline

Team Lead, Sales Service Delivery

TTEC
01.2018 - Current

Team Lead, Service Delivery

TTEC
01.2009 - 01.2018

High School Diploma -

Uniontown Area High School

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Laura Machesky