Samantha Penna
El Paso,TX
Summary
Experienced Team Lead with 9 years of leadership expertise in customer service environments. Adept at managing high-performing teams, optimizing operational efficiency, and driving measurable results in key performance metrics. Strong communicator with a proven ability to coach, develop, and motivate staff to achieve goals, improve customer experience, and enhance overall team productivity. Seeking to leverage leadership, operational oversight, and coaching skills in a Call Center Supervisor role to foster success and career growth.
Overview
9
9
years of professional experience
Work History
Team Lead
HGS-American Express
01.2019 - Current
- Promoted from Customer Care Professional to Team Lead within 6 months for exceptional performance
- Lead and coached a team of 20+ customer care agents, ensuring the achievement of key performance indicators (KPIs) such as call handle time, first call resolution (FCR), compliance, offer rates, and overall customer satisfaction
- Provided real-time support and guidance on the company's chat platform, addressing inquiries and offering training to agents in a fast-paced environment
- Conducted performance assessments through call listening and data analysis, identifying knowledge gaps and implementing coaching strategies to improve agent confidence, problem-solving skills, and customer engagement
- Fostered team morale and professional growth by leading daily motivational messages, conducting one-on-one coaching sessions, and hosting team huddles
- Collaborated with executive leadership to review team performance, assess operational protocols, and strategize on improvements to the customer experience
- Served as the escalation point for high-priority customer issues, effectively resolving complex cases to maintain high customer satisfaction
- Managed team attendance, ensured timely payroll submissions, and facilitated scheduling to optimize team efficiency
Shift Manager
Carl's Jr.
El Paso, TX
05.2016 - 01.2019
- Managed day-to-day operations at multiple locations, overseeing a team of 15+ employees to maintain smooth service delivery
- Ensured adherence to health, safety, and quality standards, improving overall operational efficiency
- Implemented customer service initiatives that led to a 20% increase in customer satisfaction and repeat business
- Trained, mentored, and motivated staff to meet service goals while fostering a positive work environment
Education
Diploma -
Riverside High School
El Paso Community College
Skills
- Team Leadership
- Staff Development
- Performance Coaching
- KPI Management
- Call Center Operations
- Workflow Optimization
- Customer Relationship Management (CRM)
- Conflict Resolution
- Escalation Management
- Attendance Management
- Payroll Management
- Excellent Communication
- Interpersonal Skills
- Microsoft Office
- Windows Proficiency
- GIS Payroll
- Verint
- Nice
- Genesys
- Avaya
- Speechminer Software
- Virtual Team Management
- Advanced Data Analysis
- Performance Tracking
- Optimize Team Metrics
- Performance monitoring
- Attention to detail
- Conflict resolution
- Quality control
References
- Jim Pearce, Learning & Development Manager, 309-339-3635
- Jose Arrieta, Operations Manager, 915-401-9181
- Irma Fierro, Operations Manager, 915-875-5676
Timeline
Team Lead
HGS-American Express
01.2019 - Current
Shift Manager
Carl's Jr.
05.2016 - 01.2019
Diploma -
Riverside High School
El Paso Community College