London Armstrong
West Valley,UT
Summary
Highly motivated and results-driven professional with a proven track record in leading and building top-performing teams. Currently taking on the position of Expert Chat Team Lead at Discover Financial to leverage exceptional leadership and process improvement skills to drive exceptional customer experiences and contribute to the company's success.
Overview
7
7
years of professional experience
Work History
Team Lead
Discover Financial
07.2022 - Current
- Lead team of call and chat support specialists, providing guidance, training, and coaching to ensure delivery of outstanding customer service.
- Identified blockers on department and individual level.
- Spearheaded multiple high-impact projects simultaneously while meeting tight deadlines under pressure-packed situations.
- Explored new tools and technologies that enhanced capabilities of team members while enabling seamless collaboration across departments.
- Collaborate with cross-functional teams to identify process improvements.
- Generated reports detailing findings and recommendations.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Held weekly team meetings to inform team members on company news and updates.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
Team Coach
Discover Financial
02.2021 - 07.2022
- Evaluated individual knowledge, skills, and strengths, and assigned team positions to maximize talent areas.
- Boosted team and company results by spearheading projects.
- Strengthened interdepartmental communication by facilitating cross-functional meetings to align objectives and streamline workflows.
- Led team meetings to discuss progress, address concerns, and share best practices for continuous improvement.
- Maintained and improved operational performance by completing action plans, resolving problems, and controlling implementations.
- Addressed underperformance issues promptly with corrective action plans designed to drive rapid improvement in targeted areas.
- Evaluated employee performance regularly, identifying areas for improvement and offering constructive feedback for personal growth.
- Collaborated with other coaches to create and execute game plans.
Lead Account Specialist
Discover Financial
01.2020 - 02.2021
- Resolved problems by performing both routine and complex account updates
- Actively participated in and led team meetings
- Used interpersonal skills to connect with account holders
- Pushed innovations to improve atlas, policies, and procedures
- Devised and implemented processes and procedures to streamline operations.
- Mentored junior team members, fostering professional growth through guidance on best practices.
- Earned recognition as top performer consistently exceeding targets throughout my tenure as a specialist in the field.
Barista
Starbucks
01.2017 - 06.2019
- Delivered exceptional customer service on a daily basis, cultivating positive customer experiences and building strong relationships with regular patrons.
- Acted as team lead in needed times, effectively coordinating tasks and ensuring smooth operations during peak times.
- Proactively resolved customer issues and concerns with focus on making situations right.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
Education
High School Diploma -
Brighton High School
Cottonwood Heights, UTEmergency Medical Technician -
CTECH
Sandy, UT07.2018
Skills
- Issue Resolution
- Process Improvement
- Documentation And Reporting
- Leading
- Adaptive
- Microsoft Excel
- Microsoft PowerPoint
- Attention to Detail
- Organizing
- Crucial Conversations
- Coaching and Mentoring
Awards
- Discover Excellence
- Discover Front Office Top Team
- Discover League of HEROS
Training
- CPR Certification
- Coach+
- Leadership Leading Across Generations
- Web Support
- Crucial Conversations
- Back Office Support
- Situational Self Leadership I & II
- Acquisitions
Timeline
Team Lead
Discover Financial
07.2022 - Current
Team Coach
Discover Financial
02.2021 - 07.2022
Lead Account Specialist
Discover Financial
01.2020 - 02.2021
Barista
Starbucks
01.2017 - 06.2019
High School Diploma -
Brighton High School
Emergency Medical Technician -
CTECH