Samantha Kinsley
Team Manager
Colorado Springs,CO
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
7
7
years of professional experience
Work History
Team Manager
Tek Experts
10.2020 - Current
- Established team priorities, maintained schedules and monitored performance.
- Used product knowledge, customer service and analytical skills to resolve customer concerns and promote client trust.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence with our Technical leads and Subject Matter expert. This provided improved relation with Team managers, and more consistent scores.
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives
- Designed trackers to provide check and balance to process and tasks without reporting support.
- Recruited, interviewed and hired employees and implemented mentoring program while being Nesting Manager, to promote positive feedback and engagement.
- Engineer coaching with time based plans to support realistic improvement.
- Facilitated meetings and collaboration between remote and on premises teams to share ideas and improve on overall process.
Technical Lead
Tek Experts
06.2019 - 10.2020
- Provided educational on new process and mentoring to junior team members.
- Assessed team members work, and provided analysis to team managers to assist in their coaching.
- Assisted in customer engagement to provide a deeper explanation of billing and technical issues.
- Working closely with client to provide insights to the agents they were supporting, as well as assisting in necessary case process.
- Organizing my time to optimize case closure for aligned agents.
Support Engineer
Tek Experts
10.2018 - 06.2019
- Provided support with empathy and expertise in Azure to support billing, and product support.
- Experience with data analysis and Excel workbook.
Customer Service
Caption Call
11.2017 - 10.2018
- Provided captioning for deaf and hard of hearing customers.
- Experience with Dragon Speak to Text Software
Front Desk Receptionist
The Tax Lady
01.2017 - 04.2017
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Handled assignments independently with good judgement and critical thinking skills.
- Spearheaded office supply inventory management, reducing costs by identifying necessary items before depletion occurred.
Education
Bachelor of Science - Software And Application Programing
Colorado Technical University
Colorado Springs, CO 05.2001 -
Skills
Written Communication
Stakeholder Management
Multitasking Abilities
Good Judgment
Business Planning
Customer Focus
Performance Appraisal
Adaptability and Flexibility
Problem-solving aptitude
Team Development
Performance Tracking and Evaluation
Problem Resolution
Accomplishments
- Collaborated with Costa Rica team, to provide additional coaching and development or Team Manager coordination, Coaching, and Process Management.
- Documented and improved Attendance issues which led to better tracking of trends, case assignment and reassignment, and overall KPI results.
- Achieved consistency in CSAT, and a decrease of aged backlog through effectively organization of Technical Leads and Subject Matter Experts.
- Supervised and executed on operational tasks multiple times while filling in for OM with successful outcome to multiple months' KPIs.
Timeline
Team Manager
Tek Experts
10.2020 - Current
Technical Lead
Tek Experts
06.2019 - 10.2020
Support Engineer
Tek Experts
10.2018 - 06.2019
Customer Service
Caption Call
11.2017 - 10.2018
Front Desk Receptionist
The Tax Lady
01.2017 - 04.2017
Bachelor of Science - Software And Application Programing
Colorado Technical University
05.2001 -