Lee Chavis
Zephyrhills
Summary
Dynamic customer service leader with extensive experience at the State of Florida, excelling in team leadership and operations management. Proven track record in coaching and mentoring, enhancing team productivity, and resolving escalated issues. Skilled in complaint handling and developing tailored training programs, fostering a culture of continuous improvement and high performance.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative Team Lead
State of Florida
10.2023 - 07.2025
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Improved overall call center performance with effective coaching and feedback to team members.
Customer Service Sales Representative
State of Florida
06.2020 - 10.2023
- Developed customized training materials tailored to individual learning needs, ensuring a higher retention rate among trainees.
- Led workshops focused on enhancing communication skills, improving problem-solving abilities, and promoting efficient teamwork among customer service representatives.
- Implemented regular refresher courses for seasoned customer service representatives to maintain high levels of competency and adaptability within the ever-changing industry landscape.
- Boosted overall team productivity by identifying individual strengths within the group and assigning relevant tasks accordingly during training sessions.
- Analyzed performance metrics to identify skill gaps within the team, developing targeted training initiatives to address these areas effectively.
Office Manager
State of Florida
01.2014 - 04.2020
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
Education
Armwood Senior Highschool
Seffner, FLSkills
- Team leadership
- Operations management
- Coaching and mentoring
- Call center experience
- Complaint handling
- Customer service management
Certification
Southwest Airlines Professional Communications Certification
Certification ID: 01977951c1d079b9bf134c3db52c7053
Zig Zigler Trainer and Advanced Speaker Ceritified
OSHA 10 Certified
NCCER Certified
Timeline
Customer Service Representative Team Lead
State of Florida
10.2023 - 07.2025
Customer Service Sales Representative
State of Florida
06.2020 - 10.2023
Office Manager
State of Florida
01.2014 - 04.2020
Armwood Senior Highschool
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