Robyn Crittenden
Parrish,FL
Summary
Experienced professional with a background in office administration, technical support and team leadership, adept at managing complex operations and facilitating effective communication. Willing to work hard, learn, and adapt.
Overview
3
3
years of post-secondary education
9
9
years of professional experience
Work History
Technical Team Lead
Concentrix
04.2018 - Current
- Led technical support team through Concentrix customer experience operations.
- Kept agents up to date on troubleshooting, product knowledge, and service procedures.
- Coached team members on call handling and client communication.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Reviewed customer cases for quality, accuracy, and policy compliance.
- Conducted regular performance reviews with direct reports.
- Developed training materials for team members to improve technical skills.
- Provided guidance and mentorship to new team members.
- Offered training and support to keep team members motivated and working toward objectives.
- Training Nesting Manager for L1 through L4 classes an well as having a team of 25 L1 through L4 advisors
- Ran biweekly team meetings
- Resolved conflicts between team members in a timely manner.
- Stand in Operations Manager as needed
- Attended client meetings and occasionally spoke on metrics
- Ensured timely and accurate payroll execution to maintain employee satisfaction.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
Education
Associate of Applied Science - Business Management
Berkeley College of Business
Paterson, NJ 09.1989 - 07.1992
Skills
- Technical troubleshooting
- Case quality review
- Training facilitation
- Team leadership
- Performance management
- Client reporting
- Payroll administration
- Microsoft Office Suite
- Apple iWork Suite
- Estart and Zoom
- Problem solving
Timeline
Technical Team Lead
Concentrix
04.2018 - Current
Associate of Applied Science - Business Management
Berkeley College of Business
09.1989 - 07.1992