Mary Washington
Jacksonville,FL
Summary
Dynamic Team Leader with a proven track record at Goodwill of Southern Rivers, excelling in mentoring and conflict resolution. Recognized for enhancing customer experiences and optimizing team performance through effective coaching and relationship building. Skilled in call center operations, consistently delivering exceptional service and achieving organizational goals.
Overview
9
9
years of professional experience
Work History
Team Leader
Goodwill of Southern Rivers
01.2025 - 01.2025
- Assisted in recruitment to build team of top performers.
- Frequently inspected production area to verify proper equipment operation.
- Created and managed project plans, timelines and budgets.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Educated staff on organizational mission and goals to help employees achieve success.
- Conducted regular reviews of operations and identified areas for improvement.
Call Center Representative
Bernard BPO
03.2016 - 08.2018
- Managed timely and effective replacement of damaged or missing products.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and provided backup support for organizational leadership.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
Call Center Representative
Sirius XM
10.2018 - 01.2019
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Created and maintained detailed database to develop promotional sales.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Education
High School Diploma -
Florida State College
Jacksonville, FLSkills
- Complaint resolution
- Client communication
- Goal setting
- Call center operations
- Deadline management
- Leadership
- Verbal and written communication
- Teamwork and collaboration
- Conflict resolution
- Client support
- Issue resolution
- Relationship building
- Attention to detail
- Sales expertise
- Flexible schedule
- Giving constructive feedback
- Problem-solving
- Telemarketing expertise
- People management
- Client service
Timeline
Team Leader
Goodwill of Southern Rivers
01.2025 - 01.2025
Call Center Representative
Sirius XM
10.2018 - 01.2019
Call Center Representative
Bernard BPO
03.2016 - 08.2018
High School Diploma -
Florida State College
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