Sophia Richardson
Fort Lauderdale,Florida
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
8
8
years of professional experience
Work History
Team Lead
Sedgwick
Remote
01.2022 - Current
- Direct and supervise team of 12
- Train new team members by relaying information on company procedures and safety requirements.
- Coach team members in techniques necessary to complete job tasks.
- Work different stations to provide optimal coverage and meet production goals.
- Handles 20-30 per day if needed
- Evaluate employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Minimize resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Manage schedules, accepted time off requests and found coverage for short shifts.
- Monitor team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Build strong relationships with customers through positive attitude and attentive response.
- Conduct training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Keep weekly team meetings to inform team members on company news and updates.
- Handle customer inquiries and suggestions courteously and professionally.
- Actively listen to customers, handled concerns quickly and escalated major issues to supervisor.
- Answer constant flow of customer calls with minimal wait times.
- Answer customer telephone calls promptly to avoid on-hold wait times.
Customer Service / Account Manager /Human Resources Assistant
Tee Shirt Central
Miami, FL
04.2015 - 10.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Responded to customer calls and emails to answer questions about products and services.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Maintained and managed customer files and databases.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Education
BBA - Business Administration And Management
FIU
Studied Abroad In Miami, FL During Fall Of 2010-1505.2015
Skills
- Team Management Understanding
- Training Initiatives
- Call Center Operations
- Customer Account Management
- Staff Training
- SAP
- Account Management
- Managing Applicant Inquiries
- Resume Screening
- Talent Recruitment
- Job Applicant Interviews
INTERESTS
Cooking
Traveling
Horseback Riding
Palates
Cocktails
Timeline
Team Lead
Sedgwick
01.2022 - Current
Customer Service / Account Manager /Human Resources Assistant
Tee Shirt Central
04.2015 - 10.2021
BBA - Business Administration And Management
FIU