Misty Strilcov
MANDAN,ND
Summary
At Capturis, I led a team to streamline operations and enhance customer service, achieving significant improvements in productivity and client satisfaction. Leveraging skills in problem-solving and coaching, I fostered a culture of excellence and collaboration. My strategic approach to resource allocation and performance monitoring drove notable business outcomes.
Overview
11
11
years of professional experience
Work History
Capturis Team Lead
Capturis
01.2016 - Current
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Gathered, organized and input information into digital database.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Nurtured long-term partnerships with clients by understanding their needs accurately, delivering projects on time, and providing exceptional customer support.
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
- Optimized resource allocation by analyzing team member skills and project requirements, resulting in increased efficiency.
Capturis Customer Service
Capturis
03.2013 - 01.2016
- Managed a high volume of outbound calls while maintaining a professional demeanor under pressure.
- Enhanced customer experiences by providing timely and accurate information on products and services.
- Developed rapport with customers through active listening and tailored assistance, fostering loyalty.
- Actively contributed ideas during team meetings focused on enhancing internal processes and workflows for superior support outcomes.
- Participated in cross-functional projects aimed at improving overall business operations and service delivery.
- Facilitated training sessions for new hires, instilling best practices in customer service excellence.
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff on operating procedures and company services.
- Cross-trained and backed up other customer service managers.
- Trained new personnel regarding company operations, policies and services.
- Implemented and developed customer service training processes.
- Investigated and resolved accounting concerns.
Education
Associate of Applied Science - Legal Administration
Bismarck State College
Bismarck, ND05.1998
Skills
- Customer Focus
- Coaching and Mentoring
- Performance monitoring
- Performance Improvement
- Complaint resolution
- Operations Management
- Production Monitoring
- Employee Evaluation
- Resource Allocation
- Problem-Solving
- Teamwork and Collaboration
- Attention to Detail
- Team Supervision
- Team motivation
- Staff Training
- People Management
- Work Planning and Prioritization
- Analytical Thinking
Timeline
Capturis Team Lead
Capturis
01.2016 - Current
Capturis Customer Service
Capturis
03.2013 - 01.2016
Associate of Applied Science - Legal Administration
Bismarck State College