Laura Machesky
Uniontown,Pennsylvania
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
20
20
years of professional experience
Work History
Team Lead Speciality
TTEC Remote USA
01.2019 - 01.2024
- Managed a division put together for outgoing and returning equipment due to Covid all employees were moved to home
- Onboarded New process for all equipment
- Maintained less than 2% goal for all inactive devices across multiple lines of businesses
- Implemented SharePoint sites for all returns and replacements
- Managed a team of 20, driving metric results in both on-site and remote environments
- Coached team members in customer service and sales techniques, providing feedback to maximize sales potential
- Processed retail purchase orders and handled retail escalations
- Maintained a positive work environment during transitions and changes
- Took escalated situations and redirected them to ensure a positive customer experience
- Monitored abandonment and managed calls to comply with service levels
- Managed daily cases and leads to ensure timely completion
- Assisted agents with questions, claiming vouchers, and emails
- Established open and professional relationships with team members to quickly resolve issues and conflicts
- Acted as the point of contact for the manager
- Generated daily client reports
- Conducted day-to-day operational calls with clients
- Implemented a shipping plan for Bank of America equipment during Covid for new hires, terminated employees, replacement equipment, and leave of absence
Team Lead, Service Delivery
TTEC
- Led project transition and maintained contact with manager
- Coordinated daily meetings with clients to ensure timely delivery
- Collaborated with Fraud Team to ensure compliance standards
- Established weekly call sessions for sales and fraud monitoring
- Managed day-to-day operations focused on reliability and service level
- Implemented new processes and systems to enhance customer service satisfaction
Team Lead, Sales Service Delivery
TTEC
- Managed a team of 20, driving metric results in both on-site and remote environments
- Coached team members in customer service and sales techniques, providing feedback to maximize sales potential
- Processed retail purchase orders and handled retail escalations
- Maintained a positive work environment during transitions and changes
- Took escalated situations and redirected them to ensure a positive customer experience
- Monitored abandonment and managed calls to comply with service levels
- Managed daily cases and leads to ensure timely completion
- Assisted agents with questions, claiming vouchers, and emails
- Established open and professional relationships with team members to quickly resolve issues and conflicts
- Acted as the point of contact for the manager
- Generated daily client reports
- Conducted day-to-day operational calls with clients
- Implemented a shipping plan for Bank of America equipment during Covid for new hires, terminated employees, replacement equipment, and leave of absence
Manager
Family Dollar
10.1995 - 06.2005
- Managed and motivated employees to be productive and engaged in work.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Recruited, Hired, Interviewed and Trained associates making sure customer service skills are being used
- · Motivated associates to create a clean and friendly work environment while maintaining productivity
- · Evaluating inventory and ensuring availability of products
- · Conducted regular store rounds to review operational standards and monitor quality of customer service
- · Prepping new stores for grand openings or grand reopening
- · Led associates in the planning implementation and execution of merchandising and operating incentives
- · Ensured payroll remains within the projected hours set by corporate
- · Ensured compliance with health and safety regulation
Education
High School Diploma - Academic/Business
Uniontown Area Senior High School
Uniontown, PABusiness Law -
Strayer University
Pittsburgh, PennsylvaniaSkills
- Process Optimization
- Performance Management
- Client Relationship Management
- Project Management
- Cross-Training
- Team Leadership
- Customer Satisfaction Improvement
- Remote Team Management
TTEC Values in Action
I received the values in action award because I had the highest performing team and the ability to manage multiple added duties with a postive attitude and leading everyday.
Timeline
Team Lead Speciality
TTEC Remote USA
01.2019 - 01.2024
Manager
Family Dollar
10.1995 - 06.2005
Business Law -
Strayer University
Team Lead, Service Delivery
TTEC
Team Lead, Sales Service Delivery
TTEC
High School Diploma - Academic/Business
Uniontown Area Senior High School
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