Marisleisys Cuba
Miami
Summary
Results-driven and highly organized Team Lead with proven experience leading scheduling operations in a fast-paced environment. Skilled in coordinating team workflows, optimizing schedules, and ensuring high levels of efficiency and accuracy. Adept at training staff, resolving conflicts, and implementing process improvements to meet department goals and exceed service standards. Strong communicator and problem-solver with a commitment to excellence, time management, and team development.
Overview
6
6
years of professional experience
Work History
Team Lead, Scheduling Department
Ambulatory Diagnostic Center (B&B Holdings)
Miami
02.2020 - Current
- Assist the supervisor in managing day-to-day scheduling operations for a high-volume call center.
- Coordinate shift coverage and adjust schedules in real time to meet service level agreements.
- Act as a point of contact for team members regarding scheduling concerns.
- Support team communication and cohesion, fostering a collaborative and efficient work environment.
- Step in during supervisor's absence to ensure smooth workflow and resolve operational issues.
- Train and mentor new team members on scheduling tools and processes.
- Consistently perform under pressure while maintaining accuracy and professionalism.
- Led team meetings to discuss project statuses and address concerns.
- Developed training materials to enhance staff skillsets and knowledge.
- Implemented process improvements to increase workflow efficiency.
- Facilitated communication between departments to ensure project alignment.
- Resolved conflicts within the team to maintain a positive work environment.
- Trained new staff in relevant processes and procedures.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Motivated staff through positive reinforcement techniques.
Assistant Manager
SHU SHOP
Miami
02.2019 - 02.2020
- Acted as the primary decision-maker in the absence of the Store Manager, overseeing all store operations.
- Trained and supported new team members and associates to align with company standards and expectations.
- Ensured all operational procedures and brand standards were implemented and maintained.
- Reinforced sales goals and monitored employee performance to meet and exceed KPIs.
- Delivered exceptional customer service and resolved client issues promptly.
- Supervised and motivated keyholders and sales associates to drive productivity and sales.
- Managed inventory processes including merchandise transfers, stock acceptance, and visual merchandising.
Education
High School Diploma -
Southwest Miami Senior High School
Miami, FL05.2018
Skills
- Employee training
- Customer service
- Team building
- Conflict resolution
- Decision making
- Staff motivation
- Risk management
- Leader
- Sales expertise
- Scheduling software
- Team leadership
- Workflow efficiency
- Effective communication
- Problem solving
- Team motivation
- Complaint resolution
References
- Ralph Fortuny, (786) 256-1582
- María Soza, (786) 319-7682
- Yislene Jimenez, (786) 940-6333
Languages
- English, Full Professional
- Spanish, Full Professional
Timeline
Team Lead, Scheduling Department
Ambulatory Diagnostic Center (B&B Holdings)
02.2020 - Current
Assistant Manager
SHU SHOP
02.2019 - 02.2020
High School Diploma -
Southwest Miami Senior High School