Created plans to propose solutions to problems related to efficiency, costs or profits.
Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
Facilitated team meetings to discuss targets, strategies, and address any issues.
Monitored operations and reviewed records and metrics to understand company performance.
Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
Team Lead
Comcast, Xfinity
PHILADELPHIA, Pennsylvania
01.2008 - 11.2023
Trained new staff in relevant processes and procedures.
Resolved escalated customer complaints or queries promptly and efficiently.
Implemented performance, quality and efficiency measures to achieve aggressive production goals.
Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
Offered training and support to keep team members motivated and working toward objectives.
Reviewed existing systems and procedures regularly, suggesting ways they could be improved or optimized.
Education
Bachelor of Arts - History
Penn State
Abington, PA
05-2006
Skills
Production Monitoring
Schedule Management
Trend Tracking
Performance Monitoring
Performance Improvement
Documentation and Reporting
Client Support
People Management
Leading Team Meetings
Sales Expertise
Call Center Operations
Coaching and Mentoring
Customer relationship management
Goal setting
Conflict resolution
Efficiency Improvement
Team collaboration
Summary
Experienced team Leader skilled in quality assurance and issue resolution, with a focus on enhancing customer satisfaction and team productivity. Expert in personnel training and project management, consistently fostering a collaborative work environment. Proven track record in setting and achieving ambitious goals.