Shamaunee Lane
Ocala
Summary
Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Team Leader
HR Block
Kansas City
01.2026 - Current
- Led team in delivering high-quality customer service during tax preparation season.
- Trained and mentored new staff on tax software and compliance procedures.
- Coordinated workflow among team members to ensure timely project completion.
- Maintained a positive work environment that promoted collaboration between team members.
- Offered training and support to keep team members motivated and working toward objectives.
- Delegated daily tasks to team members to optimize group productivity.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Established clear expectations for employees, providing guidance when needed.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Developed strategies for problem solving and conflict resolution among team members.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Maintained daily inventory to facilitate successful material distribution.
- Passion for creating change via operational excellence, continuous improvement, and implementing best practices
- Passion for creating change via operational excellence, continuous improvement, and implementing best practices
- Experience working with technology solutions, extra points for Zendesk experience
Lead Assistant
Water Solutions Marketing
Winter Park
02.2023 - 12.2024
- Coordinated marketing campaigns for water conservation initiatives and community outreach programs.
- Managed daily operations, ensuring smooth workflow and effective team collaboration.
- Developed training materials for staff on customer service best practices and product knowledge.
- Organized events to promote water solutions and educate local communities on sustainability.
- Streamlined communication between departments to enhance project efficiency and effectiveness.
- Researched market trends to inform strategic planning for new product launches.
- Facilitated regular team meetings to discuss project updates and gather feedback from staff.
- Provided technical support and troubleshooting assistance to customers.
- Utilized problem-solving skills to resolve customer inquiries efficiently.
- Maintained accurate records of customer interactions for future reference.
- Conducted regular performance appraisals of subordinates to ensure efficiency and quality standards were met.
- Resolved conflicts between employees in an efficient manner.
- Trained and mentored coworkers to build and strengthen team.
- Produced reports and presented to supervisors.
- Supported hiring and selection of new staff members.
- Used filing systems to improve document management and organization.
- Handled incoming calls and directed callers to appropriate department or employee.
Lead Customer Service Manager-Remote
Betty’s Unique Finds LLC
DeLand
01.2016 - 11.2022
- Managed daily operations of customer service team and ensured smooth workflow.
- Developed training programs to enhance staff skills and service quality.
- Implemented customer feedback systems to improve product offerings and services.
- Led customer service team to enhance client satisfaction and engagement.
- Evaluated performance of individual employees based on their ability to meet established standards of quality assurance.
- Developed and monitored performance metrics for customer service representatives.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Performed regular audits of call center activities to ensure adherence to established protocols.
- Coach team members to improve service delivery and performance metrics - includes identifying improvement opportunities and giving constructive, actionable feedback
- Connect with team to understand members' perspectives and needs and work to equip them with the information, skills, and structure they need to be successful
- Work with Senior Manager to ensure the team is operating efficiently and effectively, team morale is high, and desired customer outcomes are met
Education
Associate of Science - Accounting And Finance
NUC UNIVERSITY
DeLand, Florida 08.2014 - 05.2017
Largo High
Upper Marlboro, MDSkills
- Staff training
- Workflow coordination
- Customer relationship management
- Conflict resolution
- Performance evaluation
- Technology solutions
- Continuous improvement
- Time management
- Effective communication
- Mentorship
- Event organization
- Mentoring
- Process improvement
- Goal setting
- Work Planning and Prioritization
- Issue resolution
- Risk management
Certification
- CPR FIRAT AID AND BLS Certified
Timeline
Team Leader
HR Block
01.2026 - Current
Lead Assistant
Water Solutions Marketing
02.2023 - 12.2024
Lead Customer Service Manager-Remote
Betty’s Unique Finds LLC
01.2016 - 11.2022
Associate of Science - Accounting And Finance
NUC UNIVERSITY
08.2014 - 05.2017
Largo High