Rebbie Madison
Detroit,MI
Summary
Results-driven professional with extensive experience in customer service and team leadership. Adept at managing chat-based support teams, optimizing workflows, and delivering exceptional customer experiences. Skilled in problem-solving, performance monitoring, and training, with a strong focus on efficiency and quality communication. Proven ability to lead teams to exceed targets and foster a collaborative work environment.
Overview
8
8
years of professional experience
Work History
Senior Advisor
TEKsystems
2023.05 - Current
- Monitored team productivity and provided regular progress reports to senior management, highlighting areas for improvement.
- Worked with customer service representatives to handle escalated customer issues.
- Acted as a liaison between team members and upper management to facilitate communication and ensure alignment with company objectives.
- Managed day-to-day operations of the department, ensuring smooth functioning of all administrative tasks related to staff scheduling, resource allocation, and workload distribution.
- Resolved conflicts among team members diplomatically while maintaining a professional work environment.
Chat Team Lead
Teleperformance USA
2022.01 - 2023.05
- Directed a team of 10+ focused on messaging operations, ensuring consistent communication and high-quality service delivery.
- Streamlined messaging workflows, improving response times and increasing overall efficiency.
- Monitored team metrics and performance indicators to ensure targets were met and identified areas for improvement.
- Provided ongoing training and support to team members, fostering their growth and maintaining high standards.
- Managed escalated messaging issues, resolving complex cases and maintaining customer satisfaction.
- Implemented new strategies and tools to enhance messaging processes and reduce operational bottlenecks.
Chat Advisor
Teleperformance USA
2016.03 - 2022.01
- Provided real-time assistance to customers via chat, addressing inquiries, resolving issues, and ensuring a positive customer experience.
- Maintained clear, concise, and professional communication, handling multiple chat sessions simultaneously while meeting response time goals.
- Utilized in-depth knowledge of company products and services to offer accurate information and recommendations to customers.
- Troubleshot and resolved technical issues, guiding customers through solutions and escalating complex cases when necessary.
- Accurately documented customer interactions and feedback to inform improvements in service and product offerings.
Education
Associate of Applied Science - Medical Billing and Administration
Dorsey Community College
Detroit, MI11.2023
Skills
- Customer Service
- Communication
- Multitasking
- Problem-Solving
- Product Knowledge
- Empathy
- Attention to Detail
- Technical Proficiency
- Leadership
Timeline
Senior Advisor
TEKsystems
2023.05 - Current
Chat Team Lead
Teleperformance USA
2022.01 - 2023.05
Chat Advisor
Teleperformance USA
2016.03 - 2022.01
Associate of Applied Science - Medical Billing and Administration
Dorsey Community College
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