Sheila Monroe
Team Lead
Summary
Highly accomplished Customer Service, Administrative and leadership professional.
I am extremely organized, detailed oriented and posse exceptional solving skills.
I work independently extremely well. I strongly adapt to working in a fast-paced environment to meet critical deadlines.
Effective leadership and positive approach to motivating others.
Strong management skills, self starter, excellent at multi tasking and working under pressure.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work History
Team Leader Manager
Concentrix
06.2020 - Current
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Evaluated employee performance on a daily/weekly basis and coached and trained several team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Developed performance measurement strategies, identifying areas for improvement.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
Quality Analyst
Concentrix
09.2017 - 06.2020
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Developed and maintained quality assurance procedure documentation.
- Participated in departmental meetings to establish short- and long-term strategy.
- Analyzed quality and performance data to support operational decision-making.
Call Center Agent
Concentrix
05.2017 - 07.2017
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Medical Secretary
Health South Rehab
Fredericksburg, VA
01.2012 - 03.2013
- Prioritized calls through screening process and transferred calls and recorded messages for appropriate personnel.
- Organized paperwork such as charts and reports for office and patient needs.
- Maintained office supplies inventory by checking stock, anticipating department needs, and placing and expediting orders.
- Supported office staff and operational requirements with administrative tasks.
- Maintained current and accurate medical records for patients.
- Located, checked in, and pulled medical records for patient appointments and incomplete charts.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Customer Service Sales Manager
Food Lion
Colonial Beach, VA
05.2007 - 08.2012
- Followed through with client requests to resolve problems.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
Education
High School Diploma -
Colonial Beach High School
Colonial Beach, VA 09.1981 - 06.1986
Skills
Strong Customer Service, Microsoft Office proficient, Computer p
Data Entry and knowledge of all office equipment, filing, typing, multi line phone usage and organizational skills Excellent Communication skills Quick learner, outstanding interpersonal skills
Timeline
Team Leader Manager
Concentrix
06.2020 - Current
Quality Analyst
Concentrix
09.2017 - 06.2020
Call Center Agent
Concentrix
05.2017 - 07.2017
Medical Secretary
Health South Rehab
01.2012 - 03.2013
Customer Service Sales Manager
Food Lion
05.2007 - 08.2012
High School Diploma -
Colonial Beach High School
09.1981 - 06.1986