Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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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

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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 -

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Samantha KinsleyTeam Manager