Sherease Vantrease
Chicago,IL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Part Time Team Lead II
DialAmerica
Oak Brook, IL
06.2023 - Current
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Developed strategies to increase team productivity and improve customer service levels.
- Trained new staff in relevant processes and procedures.
- Monitored team progress and enforced deadlines.
- Collaborated with management team to implement new work procedures or policies.
- Followed strategies to achieve production goals.
- Rotated through series of different stations based on team needs.
- Implemented performance, quality and efficiency measures to achieve aggressive production goals.
- Created and distributed weekly and monthly reports to management regarding performance.
- Reviewed completed work to verify quality and conformance.
- Offered training and support to keep team members motivated and working toward objectives.
- Ensured compliance with company policies and procedures throughout the team.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Documented production levels to keep management informed.
Coach / Sr. Coaching Specialist
Dial America
Oak Brook, IL
08.2022 - Current
- Mentored and encouraged agents to develop strong work ethic by being positive role model and regularly practicing skills.
- Monitored team progress and enforced deadlines.
- Collaborated with management team to implement new work procedures or policies.
- Followed staffing strategies to achieve production goals.
- Offered training and support to keep team members motivated and working toward objectives.
- Reviewed completed work to verify consistency, quality and conformance.
- Exercised critical thinking and problem-solving skills in urgent situations.
- Analyzed performance data to identify areas of improvement for individuals or teams.
- Mentored and encouraged youth to develop strong work ethic by being positive role model and regularly practicing skills.
Mentor / Tier 3 / Agent /Supervisor
Dial America
Oak Brook, IL
08.2020 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to managers
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Applied strong communication skills
- Addressed escalated customer service issues sent from other agents to save customer relationships.
- Answered phone with friendly greeting to create positive inbound calling experience for customers
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Line Leader /Machine Attendant
Staff Management SMX
Burr Ridge, IL
07.2007 - 07.2022
- Supervised updating procedures for working documents such as shift reports and handovers.
- Monitored employee performance to determine need for additional education and training.
- Safely operated forklift to avoid accidents and mishaps.
- Monitored product quality to achieve superior quality reputation.
- Monitored product quality to achieve superior quality reputation.
- Assisted in training new employees and implementing procedural changes.
- Communicated shift handover information to shift supervisors so that all parties were aware of what tasks needed to be completed.
- Inspected finished products for quality and adherence to customer specifications.
- Monitored employee actions for adherence to safety procedures .
- Supervised production staff of 7 - 12 people
- Planned and monitored employee breaks
- Reported and repaired machine and equipment malfunctions.
- Monitored daily and weekly key performance indicators to maintain on-track status.
Answering Service Operator
TelAssist
Bedford Park, IL
09.2019 - 07.2020
- Maintained high level of customer service through friendly and polite demeanor.
- Resolved customer issues through research and problem solving.
- Answered incoming calls, greeted callers, provided information, and transferring calls to appropriate parties.
- Relayed and transcribed written and verbal messages to doctors, plumbers etc..
- Collected and verified telephone numbers, addresses and proper spelling of names.
- Scheduled and coordinated conference calls and video teleconferences.
- Connected callers with appropriate professional, department or business.
- Attended safety training meetings to learn procedures for handling medical and fire emergency calls
- Maintained up-to-date knowledge of emergency call procedures.
- Delivered and sent messages using email, text or voice mail, and or phone calls to appropriate parties
Home Health Aide
Addus Home Health Care
Evergreen Park, IL
06.2015 - 07.2020
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Offered patients and families emotional support and instruction in preparing healthy meals, independent living and adaptation to disability or illness.
- Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
- Supervised daily activities and provided assistance to staff.
- Administered medication as directed by physician.
- Developed rapport to create safe and trusting environment for care.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Provided transportation and appointments management.
- Provided direct personal care and administrative services to clients.
- Assisted clients with living independently through skill-building and mentoring in areas such as housekeeping adaptations and preparation of healthy meals.
Education
High School Diploma -
Thornton Township High School
Harvey IL06.2002
Some College (No Degree) - Audio And Video Production
Illinois Center For Broadcasting
Lombard, ILSkills
- Excellent Customer Service
- Handling Customer Complaints
- Phone and Email Etiquette
- Honesty and Integrity
- Confidence and Drive
- Mentoring
- Upbeat and Positive Personality
- Production and Performance Monitoring
- Performance Improvement
- Coaching and Mentoring
- Employee engagement
- Complaint resolution
- Key Performance Indicators
- Quality Control
- Data Entry
- Escalations
- Customer Accounts Management
- Calm disposition
- Verbal and written communication
- Systems and software programs
Timeline
Part Time Team Lead II
DialAmerica
06.2023 - Current
Coach / Sr. Coaching Specialist
Dial America
08.2022 - Current
Mentor / Tier 3 / Agent /Supervisor
Dial America
08.2020 - Current
Answering Service Operator
TelAssist
09.2019 - 07.2020
Home Health Aide
Addus Home Health Care
06.2015 - 07.2020
Line Leader /Machine Attendant
Staff Management SMX
07.2007 - 07.2022
High School Diploma -
Thornton Township High School
Some College (No Degree) - Audio And Video Production
Illinois Center For Broadcasting