Lola Slaughter
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success.
Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Organized team leader who 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.
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work
culture.
Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.Effective organizational, problem solving, and analytical skills.Excellent written and verbal communication skills.
Overview
16
16
years of professional experience
Work History
LDP TEAM LEAD
ADT Security
03.2015 - 06.2023
- Trained new team members by relaying information on company procedures and safety requirements.
- Met both qualitative and quantitative targets for 5 years in a row.
- Increased customer satisfaction ratings by 29% through improved training and quality assurance programs.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Improved customer satisfaction by 18% through effective communication and problem-solving.
Team Lead
Well Fargo Bank
02.2011 - 07.2015
- Improved client retention rates by 41% through proactive communication and issue resolution.
Increased upsell revenue by 22% through cross-selling and account management strategies.
Reduced average response time to client inquiries by 34% through process optimization and automation. - Monitored customer service calls to verify representatives' adherence to service standards and best practices.Gathered, organized and input information into digital database.
- Developed effective improvement plans in alignment with goals and specifications.
Sr Customer Service Representative
Texas Workforce Commission
03.2007 - 09.2011
- Maintained a customer satisfaction rate of 95% for 2008-2011.
- Manage 100+ daily customer calls; answer customer questions, clarify and work to resolve account issues for an 100% customer satisfaction rating in FY 2008-2011; and an 98% CSR.
- Drove Quality Assurance (QA) from an average of 65% to 90%.
- Managed multi-line phone system and effectively handled 200 tickets on a daily basis, contributing to a 75% increase in customer satisfaction.
Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extreme situations.
Education
Bachelor of Science - Cyber Security
University of Phoenix
Tempe, AZ01.2025
Associate of Arts - Business Administration
University of Phoenix
Tempe, AZ08.2004
High School Diploma -
Corsicana High School
Corsicana, TX05.2000
Skills
- Suggestive Selling
- Task Monitoring
- Process Transactions
- Microsoft Excel
- Report Creation
- Billing Adjustments and Refunds
- 10-Key
- Microsoft Word
- Typing Proficiency 75 wpm
- Adobe Systems Adobe Creative Cloud
- Executive Management Support
- Microsoft Windows
- McAfee
- Team Development
- Livechat Messaging
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
LDP TEAM LEAD
ADT Security
03.2015 - 06.2023
Team Lead
Well Fargo Bank
02.2011 - 07.2015
Sr Customer Service Representative
Texas Workforce Commission
03.2007 - 09.2011
Bachelor of Science - Cyber Security
University of Phoenix
Associate of Arts - Business Administration
University of Phoenix
High School Diploma -
Corsicana High School
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