Mowanna Byrd
Las Vegas,NV
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Team Leader
GSK
12.2017 - 05.2019
- And supervise a team of agents as designated by the Operations
- Responsible for their agents professional development
- Provides daily direction and communication to agents so that outbound2 calls are answered in a timely, e)efficient and knowledgeable manner
- Provides continual evaluation of processes and procedures
- Responsible for suggesting methods to improve agents development, efficiency and service to external customers
- Provides performance feedback and coaching on a regular basis to each agent on my team
- Administer disciplinary action as needed to p reports/indirect reports.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Mentored and guided employees to foster proper completion of assigned duties.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Held weekly team meetings to inform team members on company news and updates.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- 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.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Conducted regular reviews of operations and identified areas for improvement.
- Collected, arranged, and input information into database system.
- Frequently inspected production area to verify proper equipment operation.
- Evaluated customer needs and feedback to drive product and service improvements.
- Developed effective improvement plans in alignment with goals and specifications.
- Gathered, organized and input information into digital database.
- Maintained database systems to track and analyze operational data.
Senior Clerk
UCSF Medical Center, Osher Center
01.2013 - 11.2014
- Received and used Apex system training in registering new patients, referrals and authorizations and types of insurance in medical facilities
- Graduated from the JVS/ UCSF Excellence through Community Engagement and Learning (EXCEL)
- Program
- Took the initiative to register, check-in and take patients from the waiting area to exam rooms
- Performed administrative duties which included copying, faxing, scanning, telephone skills and making booklets for the patients
- Maintained confidentiality while providing excellent communication skills via email, telephone and other written correspondences
- Competent in prepping, cleaning, sanitizing and organizing clinic exam rooms
- Capable of adapting to any work environment to perform duties effectively Certified Nurse Aide (CNA)
- Mentored and guided employees to foster proper completion of assigned duties.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Held weekly team meetings to inform team members on company news and updates.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Onboarded and trained customer representatives to meet performance and service goals.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Implemented customer service policies and procedures for consistent performance standards.
- Implemented company policies and procedures for professional, cohesive customer care.
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Led customer service projects to address and achieve key business objectives.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Created reporting systems to track customer service performance and improve insight.
- Assessed customer service data to identify and address improvement opportunities.
Sales Associate/Closer
AGR INC.
09.2019 - 12.2020
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Customer Service Representative
RDI Marketing
12.2020 - 08.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
UCSF MEDICAL CENTER EXCEL INTERNSHIP - undefined
PROGRAM PRESENT CITY COLLEGE OF SAN FRANCISCO
AA - Child Development
City College of San Francisco
San Francisco, CA05.2009
Certified in Adult and Infant First Aid and CPR Awarded Certificate in Triple P training for Toddlers and Children Options for Recovery for Infants and Parents-Certified and Trained Certified Relative Care Giver through City and County of San Francisco - undefined
DIPLOMA - undefined
CERTIFIED NURSE ASSISTANT - undefined
EL CAMINO HIGH SCHOOL
SOUTH SAN FRANCISCO, CA2000
Skills
- Inventory Accuracy
- Leading Employees
- Team Assessment
- Safety Processes
- Staff Training
- Verbal and Written Communication
- Performance Evaluations
- Teamwork and Collaboration
- Integrity Reviews
- Leading Team Meetings
Accomplishments
- Achieved 2 top team alkolaids simontainously both national an international withon the company by my teams completing the most effective customer data information with accuracy and efficiency.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Timeline
Customer Service Representative
RDI Marketing
12.2020 - 08.2023
Sales Associate/Closer
AGR INC.
09.2019 - 12.2020
Team Leader
GSK
12.2017 - 05.2019
Senior Clerk
UCSF Medical Center, Osher Center
01.2013 - 11.2014
UCSF MEDICAL CENTER EXCEL INTERNSHIP - undefined
PROGRAM PRESENT CITY COLLEGE OF SAN FRANCISCO
AA - Child Development
City College of San Francisco
Certified in Adult and Infant First Aid and CPR Awarded Certificate in Triple P training for Toddlers and Children Options for Recovery for Infants and Parents-Certified and Trained Certified Relative Care Giver through City and County of San Francisco - undefined
DIPLOMA - undefined
CERTIFIED NURSE ASSISTANT - undefined
EL CAMINO HIGH SCHOOL