Michael Linker
Harvard,IL
Summary
Dynamic Routing Team Lead at Transformco with a proven track record in enhancing team performance through effective coaching and mentoring. Skilled in conflict resolution and performance monitoring, I successfully implemented process improvements that boosted efficiency and fostered a collaborative work environment. Committed to driving customer satisfaction and operational excellence.
Overview
25
25
years of professional experience
Work History
Routing Team Lead
Transformco
08.2011 - 02.2025
- Assisted in coordinating team tasks and schedules to enhance workflow efficiency.
- Supported team members by providing guidance on project objectives and timelines.
- Engaged in training sessions to develop skills in operational processes and best practices.
- Contributed to brainstorming sessions for process improvements and innovative solutions.
- Documented procedures and workflows for clarity and consistency within the team.
- Adapted quickly to new tools and systems, enhancing overall team productivity.
- Participated in performance evaluations, offering constructive feedback for continuous improvement.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Trained new team members by relaying information on company procedures and safety requirements.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Customer Service Manager
AT&T Wireless
07.2000 - 09.2009
- Led customer service team to achieve high satisfaction ratings through effective training and coaching.
- Developed and implemented customer service policies to enhance operational efficiency and consistency.
- Analyzed customer feedback data to identify trends, driving improvements in service delivery.
- Collaborated with cross-functional teams to optimize processes impacting customer experience.
- Managed escalated customer issues, ensuring prompt resolution and maintaining positive relationships.
- Conducted regular training sessions to equip staff with up-to-date product knowledge and service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Managed OOP ( Office of the President) Handled the Team working the highest level of escaltions, Letters to the president and other upper managent, BBB complaints, Attorney General qustions and concerns, and escalations that went past director Involvement for 5 call centers.
Education
No Degree -
Colledge of Dupage
Glen Ellyn, IL06-1981
Skills
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
- Performance monitoring
- Performance improvement
- Quality control
- Complaint resolution
- Employee evaluation
- Employee training
- Team supervision
- Team motivation
- Staff training
- Analytical thinking
- Mentoring
- Leading team meetings
- Flexible schedule
- Coaching
- Onboarding and orientation
- Team building
- Performance evaluations
- Multitasking Abilities
- Active listening
- Excellent communication
- Leadership
Timeline
Routing Team Lead
Transformco
08.2011 - 02.2025
Customer Service Manager
AT&T Wireless
07.2000 - 09.2009
No Degree -
Colledge of Dupage
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